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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, ...

A set of events is available to manage the escalation system:

  • HANDOVER_HUMAN : triggers the handover
  • HANDOVER_HUMAN_TRIGGERED : handover has been triggered
  • HANDOVER_HUMAN_FINISHED : stops handover
  • HANDOVER_HUMAN_PROPOSAL : the escalation could be triggered by following the automatic rules (configurable in the console). A message confirming the escalation wish can be proposed, a default message is displayed

You can create event buttons with the value HANDOVER_HUMAN to trigger the match. It is also a good idea to create an intent that responds to this event to alert the user that a match is in progress.

Configuration example

See below on the assistant graph an example which offers an escalation when no intent is detected.
We test with system.isAgentAvailable whether anyone is online in the enabled livechat.

Condition and overview setting

If this is the case, a button is displayed to trigger the escalation.

Handover button setting

An intent is set up to display a message to the user to keep them waiting. This intent responds to the HANDOVER_HUMAN event.

Triggered intention configuration

Live Chat modules

You then have the choice between several Live Chat products.

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