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Live Chat offers the possibility of handing over to an advisor or experts if necessary.

Configure escalation rules

The dialog screen can be used for Live Chat only (no chatbot) with the dynamic FAQ module and notifications.

It is possible to configure the escalation policy by combining the following parameters:

  • After N Summons of Fallback Intent
  • Lower than one of the sentiment score of a Customer request.
  • N negative feedback in a conversation

By declaring your agents, you can define their availability over a week. Note that by using conditional workflows with the keyword (system.isAgentAvailable), you can depending on the availability of agents:

  • Display personalized Intention Welcome messages
  • Trigger other types of escalation: contact form, click to call, ...

Live Chat modules

You then have the choice between several Live Chat products.

  • Chatwoot hosted by (Open Source)
  • Freshchat
  • Your own Live Chat solution