Escalate to a Human Agent

When your chatbot cannot answer the question. Then make it notify live agent (if online) or collect the contact from client (if offline).

• When your bot cannot answer the question, you can decide the next step for your bot - just type your prompt.

• Access to the Workflow -> Create Workflow -> Choose Trigger Condition -> Tick "Trigger by action" -> Choose "When the bot does not know the answer"

• Click on the component -> Choose "Select condition" -> Choose "At least one human agent is online", you can find how to set online/offline here.

• Choose the action for the condition if true or false (online or offline)

• The flow will work: if at least one human agent is online, they will be notified. If not, send a ticket to the customer to fill out the information.

• See more @ Notify agent & Create Ticket(s).