Setting up a knowledge base with the waiting queue by competency
Setting up the waiting queue in a knowledge base must meet several conditions to ensure its proper functioning.
Creating the context condition
For the waiting queue to function solely by competency, each competency must have its own context condition to enable escalation to Livechat.
By default, when creating a Livechat competency, its context condition is generated automatically. If it does not appear, follow the instructions below; otherwise, you can proceed directly to creating the knowledge.
Go to Contents > Context Conditions.
Click on the Add button.
Enter the name of the condition (the name does not matter).
In the Condition field, enter:
LiveChatAvailable('<Competency Name>'). Then, in Operation, select "equals," and in Value, enter "true."
Save your changes by clicking on the checkmark.
Repeat this process for all competencies requiring this context condition.
Now that the context conditions are created, you need to create the knowledge bases that call for an operator.
Creating the knowledge
You will need to create a knowledge base for each competency, based on the competency required to answer the questions.
Go to Contents > Knowledge.
Click on the Create Knowledge button.
Choose "Answer to a question / Decision Tree".
Enter the question that the user will ask to trigger the competency escalation, then click on Create. In the response, you can include a message, which will be the escalation message to the operator.
In the condition, select the context condition you created earlier, corresponding to the desired competency, and then click on Update.
In the failure branch, provide a response that will be sent if the advisor for the selected competency is unavailable. You can then publish your knowledge base to make it available on your bot.
Your knowledge base is now created, and the waiting queue is operational on your Livechat.
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