Customer Virtual Assistant Chat Escalation
Enable chat escalation by adding the
action to an intent in your
agent. When a customer triggers an intent that contains the
action, your Customer Virtual Assistant escalates the chat to an agent in
Care desktop. You can also download a prebuilt intent with escalation enabled from
https://virtual-assistant.produs1.ciscoccservice.com/dialogflow/escalation.json. Use your
agent's intent page to upload the prebuilt intent.
Control when your Customer Virtual Assistant escalates conversations by changing when intents containing the
action trigger in Dialogflow.
In Dialogflow , you can trigger an intent:
When the customer enters certain phrases.
When specific customer information is available in the conversation.
When the customer enters a phrase that is not recognized by your Dialogflow agent configuration.
As a "follow-up" to another triggered intent.
For more information on using intents, see the Dialogflow Intents documentation .