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This skill will be triggered when a customer wants to escalate the conversation to a human agent. It's a built-in system skill that is connected to the 'Live chat' intent in the NLP automation section of your virtual assistant.
Default settings for triggering the live chat skill by the customer
By default, this skill will try to connect your customer to a human agent. If there are no agents online, or if the chat is not accepted by the agent within a specified amount of time, a quick lead generation sequence will be launched to get customer's email and question, and forward this information to your account email.
You can customize this behavior by editing the /_start_live_chat visually. Read more about our visual chatbot builder.