Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Configuring bot failure escalation settings

Updated on March 25, 2020

Configure automatic escalation of Web Chatbot conversations to CSRs when the Web Chatbot fails to match customer inputs with a relevant command or response for a predefined number of times consecutively.

Note: Bot escalation settings work only for the Web Chatbots for which the intelligent natural language processing (iNLP) text analyzer is enabled. For more information about configuring text analyzers for your Web Chatbot, see Defining advanced Web Chatbot text analyzer configuration.
  1. In the navigation pane of App Studio, click SettingsChat and messaging.
  2. In the list of chat and messaging settings, click Bot failure escalation.
  3. To enable automatic escalations of failed web chatbot conversations, select the Chatbot response failures will escalate to an agent check box.
  4. In the Consecutive non-matches list, select the number of response failures from the web chatbot after which to escalate the chat. The default value is 3.
  5. Click Save.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us