In some instances, the bot may be unable to determine the intent of a customer's conversation. Upon triggering the hand-off topic, Power Virtual Agents starts the hand-off to the configured engagement hub and sends over all conversation context to find the next best live agent to ramp them up so they can resume the conversation. This escalation can happen in two ways, with an implicit trigger or an explicit trigger. An engagement hub that is being used by live agents, such as Omnichannel for Customer Service, and you need to configure the connection, as described in Configure hand-off to Omnichannel for Customer Service.Ĭustomers engaging with the bot can ask for a live agent at any point in the conversation.Learn more about what you can do with Power Virtual Agents.You can edit the topic to include a simple URL to a support website or ticketing system, or to include instructions for emailing or contacting support. Select Go to another topic and then Escalate.Įscalate is a system topic that, by default, provides a simple message to a user if they ask for a human agent.In the Authoring canvas for the topic you want to add an escalation option to, at the end of the topic, select Add node ( +) to add a new node.You can choose to escalate a bot conversation without linking to an engagement hub:
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