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  1. Studio
  2. Flows
  3. Nodes

Escalate: smart

PreviousEscalate: defaultNextPerform: create jira ticket

Last updated 9 days ago

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To create a more smarter experience the node variant Escalate smart extents the regular escalate with fallback capabilities. This saves you creating additional flow steps and branching.

When 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 fallback to a specified flow.

The same thing happens when the timeout period that is configured in the node details exceeds or when then 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.

Text

Announce the forward

Opening hours

Specify how the opening hours is determined

Options:

  • custom

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 when closed

Unavailable situation:

Text

The message to provide when unavailable

Flow

The flow to jump to when 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 to option to continue using the unavailable flow.

Optional (only when are configured)

from

from

Notice that you need the skill to be installed to use the "from timeplan" option.

multiple inboxes
settings
timeplan
Timeplans