What's happening?
Customer wants Live chat conversations to initially connect to a bot, allowing certain queries to be resolved directly by the bot. For queries requiring agent assistance, the customer wants the conversation to proceed to a pre-survey before being transferred to an agent.
Resolution:
Currently, it is not possible to seamlessly end a bot conversation and then initiate a new conversation with a pre-survey before transferring to an agent. The available options are:
- Seamlessly transfer the conversation directly from the bot to an agent without ending the conversation or initiating a pre-survey.
- Implement a workaround by creating two separate chats: one dedicated to the bot and another dedicated to agent interactions. When the bot reaches a point where agent assistance is required, guide the customer to initiate a new chat session that includes the pre-survey.
For additional details on configuring hand-off scenarios, refer to the following documentation: