How to enable hybrid (bot and agent) conversations?

When a conversation is channeled to a live agent, the bot may remain active and offer auto-complete suggestions for customer questions. The live agent can also contribute to the conversation. This option is disabled by default.

To enable hybrid conversation, do the following:

  1. In the AI Console, go to Touchpoints > Widgets and click Personalize on the Floating widget pane.
  2. Select the Knowledge Base or URL for your conversational widget.
  3. On the Advanced tab, select Bot suggestions remain active after channeling.
  4. Save your changes.