Being able to stop the bot and talk to your customers manually is extremely important for a number of use cases:
- the bot cannot address the customer’s question due to the missing skill
- you want to initiate a conversation manually
- your customer does not like bots and wants to talk to a real person
So, we’ve designed the live chat escalation mechanics. It allows your agents to interact with customers manually – either in response to their request or pro-actively, based on the current user data (which page he or she is visiting, attribute values, etc).
Live chat is available for team members with “Live chat agent” or “Live chat admin” permissions.
Live chat admins can assign a “Live chat agent” role to other team members and have access to agent analytics.