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Hi,
I notice that if you respond to an entity question without the required entity formatting three times in a row then the chatbot will jump to the escalation topic and if configured will transfer to an agent (if configured).
How can you transfer to an agent at any point in any topic ?
Thanks.
@Monkeyman , there are couple ways you can do this, the easiest way is probably add redirect topic node and point to Escalation topic when you want to transfer to agent. Alternatively if you uses PVA with Dynamics Omnichannel for live agent, then you can directly add End of conversation -> transfer to agent node in your topics.
Hi
i am not sure that will work. As I want to be able to type “transfer to agent” at any point to then escalate.
for example say the topic asks what is your name? I want to be able to reply “transfer to agent” and instead of the variable for the name being saved as “transfer to agent” I actually want the topic to transfer to agent.
The easiest way is to get rid of the redirection to the escalate topic on each topic and create a new topic where the trigger is "transfer to agent".
This new topic will then have the transfer to agent topic embedded.
I hope it helps.
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