Hi @Manal AQUIL
Firstly, wanted to correct that we cannot use 'Transfer to Live agent' topic directly as this is Topic block and not Topic. So we have to call it in another Topic and use.
Find my comments below for your queries:
1. If what I write (let's say keyword or utterance ) which my VA doesn't understand (not configured in topic ) then I want it to automatically route it to the live agent either at the start of the conversation or at the point during the conversation.
Is this possible? - Yes, this is possible using AI Search Fallback and Fallback setup topics of Custom Greetings and Setup.
- User enters a request or keyword but Virtual Agent can't find a matching topic or keyword, or finds too many topics to determine the matching topic: Virtual Agent runs the AI Search Fallback topic to generate relevant search results for the user, before displaying the Fallback topic. If you deactivate the AI Search Fallback topic, Virtual Agent runs the Fallback topic.
2. When the conversation is transferred to a live agent, do they receive a notification or they are notified?
- OOTB there is not email Notification triggered. Also it will depends on what Chat feature you are using like Connect Chat, AWA Agent Workspace Chat, etc.
Now mostly people will be using Agent Workspace Chat where Live agents will get notification there. Check the below link for more details:
Hi @Manal AQUIL
Transfer to Live agent is a Topic block present OOTB as below:
We need to configure them in Topics or we can configure separate Topic just to connect to Live Agent.
Some scenario when we can configure to transfer to Live Agent or give user option to transfer to Live agent is:
1. If user is facing any issue and we have configured Contextual Search for it. If issue searched by User is not found or not helpful, they could have option to connect to Live Agent to discuss on that issue and create Incident.
2. If user wan't to discuss something related to there existing Incident, Request, Case, ticket, etc (any task).
3. They want to escalate something to Agent.
And so on.
Hi @Manal AQUIL
Firstly, wanted to correct that we cannot use 'Transfer to Live agent' topic directly as this is Topic block and not Topic. So we have to call it in another Topic and use.
Find my comments below for your queries:
1. If what I write (let's say keyword or utterance ) which my VA doesn't understand (not configured in topic ) then I want it to automatically route it to the live agent either at the start of the conversation or at the point during the conversation.
Is this possible? - Yes, this is possible using AI Search Fallback and Fallback setup topics of Custom Greetings and Setup.
- User enters a request or keyword but Virtual Agent can't find a matching topic or keyword, or finds too many topics to determine the matching topic: Virtual Agent runs the AI Search Fallback topic to generate relevant search results for the user, before displaying the Fallback topic. If you deactivate the AI Search Fallback topic, Virtual Agent runs the Fallback topic.
2. When the conversation is transferred to a live agent, do they receive a notification or they are notified?
- OOTB there is not email Notification triggered. Also it will depends on what Chat feature you are using like Connect Chat, AWA Agent Workspace Chat, etc.
Now mostly people will be using Agent Workspace Chat where Live agents will get notification there. Check the below link for more details:
