How to connect from a virtual agent to a live agent

[Eunseo Lee]

I would like to connect from a virtual agent to a live agent. Currently, by clicking the button at the top right of the Now Assist screen and then clicking "Contact Live Agent," I can connect to a live agent. 

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However, I would like to trigger the connection to a live agent by entering a phrase like "connect to live agent" in the chat, but I don't know how to do it. Could someone please explain the detailed method?

[Joel Dias]

Going into the details is a bit difficult but you have a virtual agent topic (Live Agent Support.) that should be available if it is enabled. It is enabled by default and should show if you click the "what can I do" button in the chat.

If you want the topic to be discoverable, you may need to tweek the keywords in the properties of the topic in the virtual agent designer.

For yet more discoverability, you will need to enable NLU and make sure the NLU is trained/tested for the languages you support.