Knowledge base setup
Configuration when explicitly requested by the end user:
Create your context condition to check operator availability. To do this, go to the Contents > Context Conditions page.
Fill in the fields as shown in the example below:
It is also possible to check if the Livechat is open by following the operating hours configured in Preferences > Livechat Settings > General.
To do this, you can use the LiveChatOpen() condition, which only checks if the Livechat is open.
On the other hand, the LiveChatAvailable() condition checks both if the Livechat is open and if an operator is available.
Go to Contents > Knowledge and create a knowledge of the type "answer to a question".
Example: "I want to speak to an advisor."
Insert a context condition between the user's question and the response, and select the condition you created in step 1.
Click on Update.
Complete the success and failure responses:
Example of success: "I'll connect you with an advisor." Example of failure: "Unfortunately, no advisors are available."
Edit the response to display when an operator is available (the branch on the left), then click on More options > Other options > Set GUI action and select Connect Livechat.
Click on Update to save the response. Your Livechat escalation is now effective.
If an operator is available, the user is directed to the branch on the left and connected with an operator. Otherwise, the user will receive the response provided in the branch on the right.
It's also possible to redirect the user to an operator with specific expertise. Once you have defined skills for each operator, you can choose to assign each skill to a knowledge item. The skills will appear in the list of context conditions when you create your responses.
Note: you have the ability to create predefined answers for your Livechat sessions. To learn more, click here.
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