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).
Last updated