--- title: Smart Handoff excerpt: '' deprecated: false hidden: true metadata: title: '' description: '' robots: index next: description: '' --- > 🚧 This covers only Moveworks Classic > > For Moveworks Copilot experiences, refer to **"[Moveworks Copilot - Feature Overview](/docs/moveworks-copilot-feature-overview)"** page. # Overview Moveworks Smart Handoff directs the user to the correct set of destinations when no resolution is provided by the bot. The **Smart Handoff** feature: * Intelligently routes employees to the right team or destination for further help. * Has configurable backstop after Moveworks attempts to answer the question. * Powered by domain recognition and user metadata. As part of **Enterprise Answers**, **Smart Handoff** hands the user off to the right set of destinations when no resolution is provided, as shown in the image below. These destinations include the following: * Filing into Ticketing System * **Live Agent Handoff** - URL-based, API, or channel (Teams, Slack Channel) * **URL** - to self-service portal, e.g. [https://linktoportal.com/](https://linktoportal.com/) * **Chat Channel ID (if Slack)** - CXXXXXXXXX (Slack Channel ID) * **Slack handle** - @John Smith * **Email Address** - [facilities@company.com]() * **Another Bot** - URL-based * …and more These handoff destinations or **items** can be configured by **context** - domain classification, language detected, language set, and user’s status, e.g. VIP (to name a few examples). ![](https://files.readme.io/a6decb8-image.png) # How is Smart Handoff Configured? ## Background The Moveworks bot will be integrating within your company’s chat platform and interacting with users to provide answers in different categories. We need to come up with the text for the “Smart Handoff” to another category if no answer is available. In this guide, Moveworks will provide a standardized handoff template as a placeholder for the initial Smart Handoff experience. The contents of the example messages include verbiage across all defined categories, items, and their specifics. At the end, we will assemble and test the Smart Handoff. ![](https://files.readme.io/e928248-Untitled_-_2023-12-18T123953.196.png) ## Definitions We can group the Smart Handoff configurations into two distinct setups: 1. `single-domain`: Only one domain (category) is enabled in your environment such as Moveworks for IT or Moveworks for HR. 2. `multi-domain`: More than two domains are enabled in your environment such as Enterprise Service (up to eight domains, as mentioned below). Your Customer Success team will work with you to pick which setup is appropriate, *depending on the SKU that was purchased.* *** The Smart Handoff card has two major components: 1. An `item` represents a *single handoff destination*, e.g. email address, URL, file ticket, live agent chat, handoff to channel (to name a few). Helpful to think of an item as the lowest leaf level, e.g. a leaf node. 2. A `category` represents a visual grouping of items (once triggering items are determined, they will be displayed under their category). 1. A common paradigm is to have categories **represent individual domains**, e.g. IT, HR, Legal, etc. A single category can also represent one language (e.g. URL for german-speakers would be an `item` living under the German `category`). ## Select Out-of-the-box (OOB) Domains While this is a provided template for the newly added category, the “Smart Handoff” can be customized to cater to your specific needs. Users will also have the ability to navigate within different categories. A common paradigm is to set categories to domains, starting with the list below which are out-of-the-box:
Domain Moveworks Description
IT Issues and requests pertaining to information technology, i.e. the use of computer systems to create, process, store, retrieve, and exchange electronic data and information.
HR Issues and requests that typically fall under the purview of a human resources department. We consider most requests about the following topics to be HR domain: benefits, employee recruitment, training & development, performance appraisal, pay & benefits systems\*\*, organizational changes, & industrial relations, i.e. balancing organizational practices with requirements from laws & collective bargaining. * \*may also fall under Payroll
Facility Issues and requests pertaining to workspaces and other facilities leased or owned by the organization.\ We consider requests about the following topics to be Facility domain: facility access badges, office supplies. facility information lookups, including of conference rooms, furniture, catering, cleaning, facility maintenance, other requests pertaining to the planning, design, construction, lease, occupancy, maintenance of facilities Potential overlap with IT: information technology infrastructure for an office or other facility, such as badge access and wifi networks.
Finance Issues and requests pertaining to corporate finance or financial accounting. We include personal finance questions under this domain as well. We consider requests, queries, and issues about the following subjects to be Finance domain: financial transactions related to the organization (summary, analysis, reporting, and execution), including purchase orders and invoices, budgets, money, financial agreements with entities outside the organization, tools and analysis used to allocate financial resources, the capital structure of the organization, & short-term borrowing and lending
Legal Legal requests and ethics/compliance questions, including anything related to contracts/master agreements with vendors, suppliers, partners, and customers.
Payroll Requests pertaining to the process of calculating employee earnings, factoring out taxes and voluntary deductions such as 401(k) contributions and Employee Stock Purchase Plan (ESPP) contributions, and paying employees for their labor.
Procurement Requests pertaining to the corporate process of sourcing and purchasing goods and services from an external source, like a third-party vendor or supplier. Includes vendor negotiation and vendor management, handling organizational purchase requests (requisitions), issuing purchase orders and developing term contracts.
Travel & Expense Requests pertaining to travel logistics and reimbursements to employees for expenses.
## Optimize Domain Classifier > 📘 > > This will be necessary for `multi-domain` configurations. For `single-domain `, you can skip this section. For each domain you want to enable, Moveworks would need access to data for the model to learn and understand the nuances of each domain. This data can come from: tickets, chat / teams/ channel utterances, emails, and/or knowledge articles. With these pieces of information, Moveworks will refine its understanding for your company’s domains; however, we encourage you to work with your Customer Success team to identify topic categories per domain so we can optimize the `domain classification` model. We can fine-tune accordingly to optimize for key phrases. ## Smart Handoff Text - Overview There are **five main experiences** to consider when designing the Smart Handoff, distinguished by: * Bot is confident vs not confident about which exact domain/category to show * `single-domain` vs `multi-domain` * Single item vs multiple items * Single item handoffs will render a **button**; whereas multiple item handoffs will render **links** ### Here is the handoff experience when the Bot is not confident about the domain and user selects a domain (IT) with no items: ![](https://files.readme.io/ef4b60e-Untitled_-_2023-12-18T124621.523.png) ### Here is the handoff experience when the Bot is not confident about the domain and user selects a domain (HR) with multiple items w/ links: ![](https://files.readme.io/ec2e73f-Untitled_-_2023-12-18T124711.620.png) ### Here is the handoff experience when the Bot is not confident about the domain and user selects a domain (HR) with one item w/ a link: ![](https://files.readme.io/4ee940b-Untitled_-_2023-12-18T124807.562.png) ### Here is the handoff experience when the Bot is confident about the domain (IT only): ![](https://files.readme.io/8c59392-Untitled_-_2023-12-18T125021.575.png) ### Here is the handoff experience when the Bot is confident about the domain, which is IT: ![](https://files.readme.io/f888cd2-Untitled_-_2023-12-18T124959.707.png) ## Smart Handoff Text - Exercise Now, you can fill out the tables below to generate the card per category. ### Create Categories with Sample Text The common paradigm for `categories` is to use **domains,** or the department that can address the employee’s issue and request. Also, a category can also represent a unique entity within your organization that is frequently used. | Description | Sample Text | | -------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | IT Category Name | IT Support | | IT Category Description | IT issues like software & hardware requests, troubleshooting issues, etc. | | IT Category Overview | Ways to get help from IT: | | HR Category Name | HR | | HR Category Description | 🌱 e.g. benefits inquiries, payroll & equity requests, administration questions, immigration and mobility changes, etc. | | HR Category Overview | Ways to get help from HR: | | Facility Category Name | Facilities | | Facility Category Description | 🏢 e.g. return to office requests, badge access changes, mail and shipping, etc. | | Facility Category Overview | Ways to get help from Facilities: | | Finance Category Name | Finance | | Finance Category Description | 💰 budgets, financial agreements with outside entities, FPA, and personal finance questions related to the company | | Finance Category Overview | Ways to get help from Finance: | | Legal Category Name | Legal | | Legal Category Description | 📕 patents, trademarks, trading policies, intellectual property, etc | | Legal Category Overview | Ways to get help from Legal: | | Payroll Category Name | Payroll | | Payroll Category Description | 💵 process of calculating employee earnings, 401(K), retirement plans, EESP, and more | | Payroll Category Overview | Ways to get help from Payroll: | | Procurement Category Name | Procurement | | Procurement Category Description | 🤝 corporate process of sourcing and purchasing goods and services from an external source, vendor management, issuing purchase orders and developing term contracts. | | Procurement Category Overview | Ways to get help from Procurement: | | T\&E Category Name | Travel and Expense | | T\&E Category Description | ✈️ e.g. travel inquiries, expense inquires, etc. | | T\&E Category Overview | Ways to get help from Travel & Expense: | ### Create Items w/ Sample Text For ***each*** category, identify the set of items (destinations) to aid the employee. There are **seven ways** to create one: | Description | Sample Text | | --------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------- | | File Ticket - item name | File an IT Ticket | | File Ticket - item action text (button copy) | File a ticket | | File Ticket - item description | - | | File Ticket - item disclaimer | This data will enter the IT service desk records. Please do not provide sensitive personal info such as passwords, SSN, etc. | | Email - item name | Email Support | | Email - item action text (link copy) | Send an email to Finance support | | Email - item description | Visit Expensify to submit reimbursements. For questions, email [finance@acme.com](mailto:finance@acme.com) | | Email - item disclaimer | Emails will take more than 24 hours for a response | | Email - address | [finance@acme.com](mailto:finance@acme.com) | | Channel Redirect - item name | Chat with an agent | | Channel Redirect - item action text | ':biztech: BizTech’ | | Channel Redirect - item description | For requests related to Business Technology, like software access or troubleshooting.' | | Channel Redirect - item disclaimer | Your request may take up to 1 hr to be reviewed by an agent | | Live Agent Handoff - item name | Chat with an agent | | Live Agent Handoff - item action text | Live Agent | | Live Agent Handoff - item description | - | | Live Agent Handoff - item disclaimer | The live agent queue is only available 8 to 5PM EST from Monday to Friday | | Self-Service Portal (URL) - item name | People Portal (HR) | | Self-Service Portal (URL) - item action text | Visit the People Portal | | Self-Service Portal (URL) - item description | For requests not mentioned on the list | | Self-Service Portal (URL) - item disclaimer | - | | Self-Service Portal (URL) - link | [www.acme.com/self-service-portal]() | | Task-specific Bot (URL) - item name | PTO Bot | | Task-specific Bot (URL) - item action text | Setup PTO with PTO Bot | | Task-specific Bot (URL) - item description | Going on vacation? Schedule time. | | Task-specific Bot (URL) - item disclaimer | - | | Task-specific Bot (URL) - link | - | | Specific handle (@mention) - item name | Contact John Smith | | Specific handle (@mention) - item action text | For questions, contact @john\_smith | | Specific handle (@mention) - item description | - | | Specific handle (@mention) - item disclaimer | John Smith is only available from 8AM to 12PM PST on Monday to Friday |