Customer Virtual Assistant Chat Escalation

Enable chat escalation by adding the GetExpert action to an intent in your Dialogflow agent. When a customer triggers an intent that contains the GetExpert 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 Dialogflow agent's intent page to upload the prebuilt intent.

Control when your Customer Virtual Assistant escalates conversations by changing when intents containing the GetExpert 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 .

Related Information

Create a Customer Virtual Assistant

Customer Virtual Assistant Dialogflow Integration

Customer Virtual Assistant Chat Summary

Use Context Service Fields in Dialogflow