How to check chat availability before auto-channeling
When you have a channeling policy defined, you can automatically channel customers to a live agent. To do so, on the Options tab of the Article Editor, you have to set the channel value of an article to High value + push chat. After the bot displayed the article, the customer was automatically channeled to an agent. For information on channel value, see Can I offer a special response to a high-value question?
As an additional option, you can check the availability of live agents before channeling the chat.
- To use this feature, you must define Bold360 as your chat provider in your channeling policy.
- When you want your customers to send emails to your agents, you should disable this feature.
To set up chat availability verification, do the following:
- In the AI Console, go to .
- Click Personalize under the widget type that you want to change.
- Select a knowledge base or URL to customize.
- On the Basics tab, make sure you have Conversational selected for Widget Mode.
- On the Advanced tab, select Check chat availability before auto-channeling.
- Save your changes.