CX Genie
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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).

PreviousChatbot CompletionNextChat/tickets

Last updated 8 months ago

  • 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).