Choose when you'd like chats to be escalated to a live agent
📢 This page is for definition and documentation purposes only. To update your account, you’ll need to navigate to the Company Settings section of My Storage: https://swivl.studio/my-storage/EscalationSettings
⌨️ Live Chat First
When this setting is turned on, all user conversations with the bot will be immediately escalated to a live agent during business hours. This means that the bot will no longer be automation-first, and all interactions will be handled by a live agent instead of the bot. While this feature can provide faster and more personalized support to users, we do not recommend using it as it may significantly increase the workload for your live agents and reduce the efficiency of your automation.
👩🏽🦳 Customer Initiated Escalation
When this feature is turned on, users have the option to request to speak with a live agent during their conversation with the bot. If the user makes this request, the conversation will be automatically escalated to a live agent. However, if the feature is turned off, the user will be informed that there are no live agents available to assist them at that time, and an email receipt will be sent to the store with their information.
🤖 Bot Initiated Escalation
Sales Escalation
When this toggle is on, conversations with users who are identified as having a high purchase intent will be automatically escalated to a live agent. This feature is designed to prioritize conversations that are more likely to result in a sale, and to provide users with a more personalized and efficient sales experience.
Service Escalation
When this setting is turned is on, conversations with users who express a desire to get in touch with customer service will be automatically escalated to a live agent. This feature is designed to quickly identify and address customer service inquiries, ensuring that users receive the support they need in a timely manner.
Low Confidence Escalation
This feature is designed to provide additional support to users who ask complex questions that the bot isn't confident in answering. If a user asks such a question and the bot is not confident in its response, it will prompt the user with a message such as "Hey! Remember that I'm just a bot. Keep your questions short and sweet, such as..." and provide some examples. If the user asks another complex question and the "low confidence escalation" feature is turned on, the conversation will be automatically escalated to a live agent.
No Agent Available Sales Message
If there’s a sales-related escalation and there’s no agent available to assist, these are the messages the user will receive. This can happen if no agents are online, or if none picked up in the designated time. See Setting Up Escalation Groups for more information.
No Agent Available Service Message
If there’s a customer service-related escalation and there’s no agent available to assist, these are the messages the user will receive. This can happen if no agents are online, or if none picked up in the designated time. See Setting Up Escalation Groups for more information.
Outside of Business Hours Messages
If an escalation occurs outside of business hours, these are the messages the user will receive. If you need to adjust your business hours, check out this section: Setting Up Escalation Groups