Using Virtual Agent with a live agent

Sometimes a conversation requires human intervention. When this occurs, you can transfer the user to a live agent in Agent Chat.

• Transferring Virtual Agent conversations to a live agent
  Manage live chat support, including the chat support interface used when a Virtual Agent conversation is transferred to a live agent.
• Closing Virtual Agent and Agent Chat conversations
  Virtual Agent and Agent Chat conversations that are abandoned by requesters remain open until they are automatically closed by the scheduled job, Time Out Abandoned VA Conversations. This job runs hourly each day.