Live chat
Respond to escalations
Last updated
Was this helpful?
Respond to escalations
Last updated
Was this helpful?
Once your virtual agent is configured and published it will start taking conversations with your audience. In the beginning your virtual agent doesn't have much content to base its answers on, so it will escalate conversations quickly. See the diagram below for an overview of the workflow.
The conversation initiated in the Current folder. This is where all conversations are living that the Virtual Agent is operating. Depending on how your virtual agent is configured it will the conversation to one of the available inboxes (In). The following pages will show how the process works from escalation to conversation closure.
