Has anyone implemented a Virtual Agent requirement where the "Transfer to Live Agent" option should be shown only for IT-related conversations and hidden for HR-related conversations?
In a fallback scenario, the decision needs to be based on the last content presented to the user (e.g., IT KB/IT Catalog vs HR KB/HR Catalog). If the last presented content is from an IT source, show the transfer option; if it's from an HR source, do not show it.
What is the best way to identify the last presented content source in Virtual Agent and conditionally control the Agent Chat transfer option? Any OOB approach or recommended implementation pattern?
Please do let me know how can I proceed with this requirement, Any KBArticles or documentation will help,
Thanks
