Transition from Virtual Agent to Live Agent

Rob116
Tera Contributor

‎05-23-2022 10:16 AM

Re Virtual Agent:  If a user with an issue tries VA and then escalates to a live agent,  will the live agent immediately see the history of the VA Chat?  If the user has previously provided information to VA, he will be ... grumpy... if he has to tell the agent the same information.

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Community Alums
Not applicable

‎05-23-2022 10:30 AM

Hi Rob,

This is great way to understand : https://docs.servicenow.com/bundle/quebec-now-intelligence/page/administer/virtual-agent/concept/tra...

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

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