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Question

 Jayakumar Soundarajan (Jay_KS)
PEGA
Lead System Architect
Pegasystems Inc.
IN
Jay_KS Member since 2022 8 posts
PEGA
Posted: Oct 20, 2020
Last activity: Nov 25, 2020
Posted: 20 Oct 2020 2:53 EDT
Last activity: 25 Nov 2020 6:42 EST
Closed

How to de-escalate a Live Chat?

Once a chat is escalated to Live Agent, sometime we get 'No Agent is available', so in this scenario how can I allow the user to continue doing something else like go back to Menu and do other stuffs?

***Edited by Moderator: Pooja to update content type to product and add product details, add platform capability tag***
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Pega Customer Service
Conversational Channels

Posted: 4 years ago
Posted: 20 Nov 2020 11:26 EST
Amit Patel (Amit_Patel)
PEGA
Senior Director of Engineering, Customer Service
Pegasystems Inc.
US

This should be automatic. You should not need to do any work here to return the control back to the Bot. If this is not working like this, please file an INC for it. What version are you using? Make sure you have taken any patch releases that are available prior to filing the INC. 

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Posted: 4 years ago
Posted: 25 Nov 2020 6:42 EST
Jayakumar Soundarajan (Jay_KS)
PEGA
Lead System Architect
Pegasystems Inc.
IN

If no agent is available, then default message is shown but how to put a Menu. Customer needs to type 'Main Menu' or 'Hi' to continue, Is there any other way to automatically pop Main Menu?

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