Escalate: smart

To create a smarter experience, the Escalate: Smart node extends the regular Escalate: Default functionality with fallback capabilities. This saves you creating additional flow steps and branching.

If the conversation happens within opening hours, the system will announce the forward and escalates to the corresponding inbox.

If the conversation happens outside opening hours, the system will provide a closed message and fall back to a specified Flow.

The same thing happens if the timeout period that is configured in the node details is exceeded, or if the Alternative button is clicked (on web capable devices), assuming there is no agent present to take the conversation.

The Web details are only relevant for web capable Bots (web widget and PWA). While waiting on web the following control is displayed:

Property	Description	Explanation
To	Inbox tag of the inbox to escalate to.	Optional (only when multiple inboxes are configured)
Text	Announce the forward
Opening hours	Specify how the opening hours are determined	Options: from settings from timeplan custom Notice that you need the skill Timeplans to be installed to use the "from timeplan" option.
Only escalate when online	Will only escalate during opening hours
Closed situation:
Text	The message to provide when closed
Flow	The Flow to jump to if closed
Unavailable situation:
Text	The message to provide when unavailable
Flow	The Flow to jump to if unavailable
Web details:		Only applicable for web capable Bots (widget or PWA)
Caption	The caption to present when waiting for an agent
Description	The description to present when waiting for an agent
Timeout (seconds)	Amount of seconds to wait before continuing to the alternative Flow (unavailable Flow)
Button	The text to present on the button to give users the option to continue using the unavailable Flow.

Resources

• Chat flows

• Escalate: default

• Multiple inboxes

• App Settings

• Timeplans