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Escalating chat requests directly to an agent

Updated on March 25, 2020

To bypass web chatbot interactions and allow customers to directly reach CSRs, perform these steps:

  1. In the Dev Studio enter and search SetCommandOnLoad.
  2. Open the Set command on load data transform.
  3. Set the value of the Param.input property to the value that you configure for the Chat with agent case type, in the web chatbot configuration.
    For example: Talk to agent.
  4. Set the value of the Param.display property to the same value that you specified for Param.input.
  5. Click Save.

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