How to run custom topic when Virtual Agent Only is enabled

Nick Parsons
Mega Sage

‎11-30-2022 04:40 PM - edited ‎11-30-2022 04:42 PM

Hi all, I am using Virtual Agent (specifically in MS Teams, but I don't think that matters for this question), and am wanting to disable the "virtual agent" functionality and instead use just live agent. I've found that I can do this by using the "Live Agent Only" option on the Messaging Channels [sys_cs_channel] definition (docs). This works, and initiates a live agent as soon as I say "hi", eg:

NickParsons_0-1669854980727.png

However, I'm wondering if it's possible to initiate my own custom topic/conversational flow. I want to do this so that I can ask the user something like "Are you sure you want to initiate a live chat with an agent?" where they can then choose yes or no instead of the live agent starting immediately. No other topics/commands are needed, that's why I want "Live Agent Only" enabled. At the moment, I'm unsure how I can specify my own topic to run when the "Live Agent Only" option is enabled for a channel.

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Community Alums
Not applicable

‎02-27-2023 12:29 PM

Since the Live Agent Only option intentionally bypasses the Virtual Agent in a chat conversation, I think your first step would be to switch that to false.  From there you will need to create a simple custom Greeting topic where you can give the user an option to be transferred to a live agent and then do so once the user confirms Yes, and alternatively forcibly closes/ends the chat if they confirm No.  Enabling the Virtual Agent will add complexity to your chat tool but ultimately it will be the only way to accomplish your goal.

 

Hope this helps.

Greg W.