# Case: Transfer Manual Customer Service Skills

This case will introduce how to configure the skills that can be transferred to human customer service in weixin open dialogue platform. By configuring this skill, customers can be transferred to human customer service by robot intelligent customer service, and customer service personnel can perform manual service to customers on weixin Official Platform.

*This case only applies to the type of service number Official Account message template。

# Intention Scenarios and Implementation Effects

By using this skill, you can:

1. Configuration name with the word "transfer manual" skills, the customer on Mini Program/Official Account message template When the skill is hit on each end, you can enter the queue list of human customer service
   
2. Customer service personnel can access the customer's manual request in real time on the weixin Official Platform, and provide manual service for customers.

# Step 1: Skill Allocation

• Creating skills **Create a skill with a name that contains the word "Artificial"**When you return to the skill list, you can see a manual flag to the right of the skill name, which means that this is a skill that can be transferred to manual customer service.

• Intent configuration New intent here and configure related questions, such as "is there a human service," and AI will override similar questions through model generalization.
• Configure the robot to answer When the user asks the skill, the robot will give the answer, prompting the user has entered the artificial customer service queue, please wait patiently.
  After saving the configuration, the ability to transfer human customer service is configured.

# Step 2: Set up the backstage

• Add Customer Service Plugin Features Official Account message template The Administrator entersweixin Public PlatformAfter, in the left column [function] choose to add a function plug-in, open the customer service function.
• Set up Customer Service Staff Add customer service function plug-in successful, enter the function, add customer service, set customer service nickname and avatar, and bind customer service staff weixin ID.
• Start customer service work The customer service account that is bound can enter the online customer service function to start customer service. Details can be found in the document[Customer Service Operations and Data Statistics - Manual customer service]A section.