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  1. Operation
  2. Live chat

Escalation

How a conversation gets escalated to an inbox

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Last updated 3 years ago

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Your virtual agent will take all conversations and try to provide answers where possible. But when questions get more specific, the Virtual Agent will not be able to help. To not frustrate the user by endless "I don't understand" responses, it will directly escalate the conversation to a human operator. Before escalating, your virtual agent might ask some triage questions and ask for the contact details of the user. This is all dependent on how the of your virtual agent is configured.

Now the Conversation is escalated to the inbox.

Unknown flow
Escalation