Adding Agent Takeover blocks to dialogue
June 1, 2020
Agent takeover blocks can be used to transfer a chat from a bot to an agent during a conversation.
To add an agent takeover block to a dialogue flow, click the blue button.
Select Agent takeover from the side menu.
In the agent takeover block, the universal settings will send the conversation to the first available team that speaks the language.
To assign a specific team to takeover a chat, unselect universal settings.
Click and drag the desired team to Enabled teams.
Click SAVE once all the fields have been input.
For additional instructions, please contact your AICX manager.