How do I change what "I need more help" under AI Search is VA does?

krishathandu
Tera Contributor

‎03-20-2025 07:12 AM

At the moment, when a user selects "I need more help" once AI search results are given to the user, the bot takes the user back to the initial menu but I want the user to be directed to a live agent - how do I go about changing this?

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Shivalika
Mega Sage

‎03-20-2025 07:17 AM

Hello @krishathandu 

 

You need to alter the topic flow to redirect to live agent. 

 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

 

Regards,

 

Shivalika 

 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

 

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EISQCY.

 

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krishathandu
Tera Contributor
In response to Shivalika

‎03-20-2025 07:20 AM

would this not be the "AI Search" topic flow, in that case, how exactly do I change an out of the box flow where there is scripting involved under "I need more help"?

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