Escalate: smart
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. | Optional (only when multiple inboxes are configured) |
Text | Announce the forward | |
Opening hours | Specify how the opening hours is determined | Options:
Notice that you need the skill Timeplans to be installed to use the "from timeplan" option. |
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. |
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