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:

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select a knowledge base or URL to customize.
  4. On the Basics tab, make sure you have Conversational selected for Widget Mode.
  5. On the Advanced tab, select Check chat availability before auto-channeling.
  6. Save your changes.