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Configuring bot failure escalation settings

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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.

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 Settings Chat 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.


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