At this time, we are not offering to speak to a live agent because we wanted out Bot to be purely an FAQ. We are still receiving Agent intent from customers. We tried to create our own Agent Intent to redirect our customers but the built in Agent Escalation takes over even though we added a slot type to allow 'Agent' to be part of our intent. How do we override the built in Agent Escalation Handover event handling? Will there plans to allow Admins to enable/disable this event handling?
Our current solution is to add verbiage at Agent Escalation Handover to call our call center.
Thank you,
Eric