When clients cannot solve an issue with the chatbot, they can ask for a live agent's help. During the conversation, the agent can quickly create a ticket right from the conversation. This page describes how to enable this functionality and use it.
Key points
To enable agents create tickets during conversation:
There must be a workflow designed for creating tickets.
Your bot’s configuration should be updated accordingly.
Enabling the functionality
Workflow is a dialog model that allows users to run through a dialog using the predefined scheme. Kbot offers the editor for creating and managing your workflows.
You can create a workflow that will be used for creating tickets, or use any other workflow for this purpose. Creating a new one allows you to fine-tune the way you need. For instance, the current conversation between a user and an agent is stored in the ticket_content variable, and you can use it in a workflow.
This workflow must be set in the operator_create_ticket_workflow_name variable in kbot.conf.
operator_create_ticket_workflow_name = My special workflow for agents
Creating tickets
Once the workflow is ready and the configuration is updated, agents can enter the chat command #create_ticket. This command runs the set workflow and initiates the ticket creation.
Agents can run the command only during the conversation. If a conversation is finished, the command is unavailable.
0 Comments