"Human Mode"

On some of Dexter's platforms such as Facebook or Twitter, you can actually log in to the platform itself and manually send messages to users. A common use case is customer support—if your automated messages can't solve a customer's problem, you want a human agent to take over on the platform itself.

To implement this, we recommend creating a topic called "human" with a catch-all that uses the no reply direction to prevent your bot from responding. You should put your users into this topic when they ask for it.

For example, these could be inside your default topic:

+ [*] help [*]
- How can we help? ^buttons("Operating Hours", "Services", "Prices", "Talk To A Human")
+ [*] human [*]
- A representative should be in touch with you shortly! If you want to see the menu again, say "see menu" at any point.  {topic=human}

And within your "human" topic:

+ [*] see menu [*]
- Hi, it's me, the bot again! How can we help? {topic=help} {@ help}
+ *
- <noreply>

Train your support representatives to tell your users to say "see menu" if they ever want to go back to using the automated system.

For a more in-depth example of this Human Mode in action, take a look at the walkthrough for the Customer Service bot.


Enabling Dexter Relay will allow you to see the all the interactions and responses this bot has with its users in real-time, as well as allow you to send replies directly on behalf of this bot and bypass its dialogue script.

Relay is actually a Slack Bot that you invite to your Slack team and each conversation with a new user who messages your bot on a deployed platform will be relayed to a Slack channel within your team. Learn more about Relay.