This type of trigger is known as implicit triggering. When the bot detects an escalation in this manner, it will automatically redirect the user to the Escalate system topic. For example, customers may type "talk to agent" mid-way into a conversation. In other instances, your customers may ask to be handed off to a live agent immediately. For example, the customer may be asking a specific question for which there's no topic, or no matching option within a topic. In some instances, the bot may be unable to determine the intent of a customer's conversation. Upon triggering the hand-off topic, Power Virtual Agents starts the hand-off to the configured engagement hub and sends over all conversation context to find the next best live agent to ramp them up so they can resume the conversation. This escalation can happen in two ways, with an implicit trigger or an explicit trigger. Go to Topics, then select the System tab and click on Escalate topicĪt the bottom of the topic, select Add node ( +), go to Topic Management and then select Transfer conversationĬustomers engaging with the bot can ask for a live agent at any point in the conversation. But if you create if from the Power Virtual Agents portal, that configuration will not be done ahead of time. When you create a bot from Dynamics 365 Customer Service, the default bot content includes the "Transfer conversation" node at the end of the Escalate system topic. If your bot does not have escalation to agent configured in the "Escalate" System topic, follow the instructions below to configure it. An engagement hub that is being used by live agents, such as Omnichannel for Customer Service, and you need to configure the connection, as described in Configure hand-off to Omnichannel for Customer Service.Learn more about what you can do with Power Virtual Agents.You can edit the topic to include a simple URL to a support website or ticketing system, or to include instructions for emailing or contacting support. Select Go to another topic and then Escalate.Įscalate is a system topic that, by default, provides a simple message to a user if they ask for a human agent.In the Authoring canvas for the topic you want to add an escalation option to, at the end of the topic, select Add node ( +) to add a new node.You can choose to escalate a bot conversation without linking to an engagement hub:
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