To bypass web chatbot interactions and allow customers to directly reach CSRs, perform these steps:
In the Dev Studio enter and search SetCommandOnLoad.
Open the Set command on load data transform.
Set the value of the for all our classes, rules and properties etc. :)" flag="done">Param.input property to the value that you configure for the Chat with agent case type, in the web chatbot configuration.
, as it's something PP will show to us." flag="done">Talk to agent.
Set the value of the Param.display property to the same value that you specified for for all our classes, rules and properties etc. :)" flag="done">Param.input.
One way to achieve this is directly in bot configuration
Response Command = Menu is the first command which gets triggered when we initiate a chat. To directly escalate to agent, change the Response Type to Accept chat request and select chat with agent as message to user.