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.
- In the navigation pane of App Studio, click .
- In the list of chat and messaging settings, click Bot failure escalation.
- To enable automatic escalations of failed web chatbot conversations, select the Chatbot response failures will escalate to an agent check box.
- 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.
- Click Save.