There are various chat configurations available for Agent chat to trigger Autopilot modes. Particularly, while in conversation with the end user, there are 2 possible triggers.
1. Agent reassign: when agent transfers the chat to another agent, autopilot takes smoother transition with context preserving and informing end user.
2. on Hold or Resume: If agent places chat on hold, autopilot takes responsibility of informing end user and notify back when agent resumes the conversation.
You can configure more at Collaborate chat > Chat Setups and going to Automated actions within any required chat setup record.
Hope this helps!
Regards, Akash
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Regards, Akash
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