Configuring live takeover

You can configure additional features for live takeover in Designer. This includes:

  • Notifying agents when a user sees too many default messages
  • Letting users request an agent (either in EngageOne™ Communicate or SalesForceLive)
  • The message that is sent when a conversation is taken over
  • Allowing agents to select one or more items to send to their user
  • What happens when the agent wants to end the conversation

Sending notifications to agents

When the default answer is sent for the third time to the user, a notification is also sent to all your Live Takeover agents.

Allowing users to request an agent

Users can request an agent. To do this:

  1. Add a Live Agent button to a Message interaction.

    See Button display type for messages.

  2. Create an interaction that will run when a user requests an agent but no one is available. This needs to be added to the bot configuration.
  3. Click Bot Settings and then go to the Defaults tab.
  4. In Live Agent Request use the following configuration settings:
    Interaction to run when there are no agents online The interaction that runs next when there is no agent available to take over the conversation. For example a Message interaction.
    Confirmation message The message to send to users to acknowledge that their request for an agent is being handled.

Starting a Live Takeover session

You can define the message that is automatically sent to the user when an agent takes over a conversation.

  1. Click Bot Settings and then go to the Defaults tab.
  2. In Live Takeover, set up a default start message:
    Default start message When an agent takes over a conversation from a bot, this message is automatically sent to the user. Use this to let the user know that they are now chatting with a live person. You can use variables in this message. For details, see Using variables in chatbots.

Attachments in Live Takeover

No configuration is required to enable the sending and receiving of attachments in Live Takeover. Configuration is only required if you expect users to upload attachments outside of Live Takeover. For details, see Setting up attachments.

Ending a Live Takeover session

You can specify what happens when an agent ends a live conversation.

  1. Click Bot Settings and then go to the Defaults tab.
  2. In Live Takeover, set up the default end action:
    Default end action When an agent finishes a conversation, the default end action determines how they must finish it. The options are as follows:
    • Finish without sending a message.
    • Send their own message.
    • Select an interaction that runs when the conversation finishes.

    The interaction selected as the default end action will be the default interaction and must be followed by the agent.