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Chat skill

Escalates to an operator.

Overview

When installed as standalone skill it will automatically escalate any incoming message, otherwise it will only execute when the @escalate intent is triggered or when configured to escalate upon unknown.

Intents

intent example
@escalate I want to talk to a human\nCan I speak to someone

Dialogs

dialog description
escalate Escalates to an operator

How to use

When installed as standalone skill it will automatically escalate any incoming message, otherwise it will only execute when the @escalate intent is triggered or when configured to escalate upon unknown.

When used along side the Flows skill it will trigger as soon as a user message isn't understood, but only when the inbox is enabled and the opening hours are valid. Make sure to configure the studio settings accordingly.

Studio settings

How it works

Escalate will notify the operators that are currently available in the platform. When they assign themselves and then join the conversation to respond, all messages typed by the operator will be relayed to the chat by the script called 'operator_join.bb'.

See more information about customizing the inbox and escalation behaviour of your chatbot here.