LIVE CHAT

This block is used to escalate your automated conversation to a live agent. You can assign chats to any available agent, or limit it to agents with a specific tag or even a specific agent. 
A simple example of live chat assignment
Once this block is triggered, it will display the “Escalation message” defined in the block’s settings to the user and assign a new chat to one of your team members with “Live chat agent” permission. The team member will get a notification about the new incoming chat and can start talking to a customer. 
Once the conversation is done, the agent should close it by choosing one of your chatbot skills to run. We advise you to use a pre-made skill that will ask your customer for some feedback about the service quality, but it’s completely up to you as a conversation designer. 
Agents can choose a skill to run after the live chat session
There’s no need to connect anything to the exit of the “LIVE CHAT” block – once the live chat is done, your virtual agent will get back to default automated conversations and new messages from the same customer will trigger the “default” skill again. 
Last modified 1yr ago