Update chat transfer trigger word

Genesys Cloud Web Chat
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Hi there,

We are trying to determine if there is a way to configure the bot flow to allow different words to trigger the chat transferring to an agent. At this time, the only word that triggers the transfer to a live person is the word "agent". Things like, "transfer", "transfer me", or "customer service" do not trigger the bot to initiate the transfer. Instead, it goes through the intent confirmation loop.

Is this possible to do and if so, where could we find more information on where/how to do this?

Thanks!

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What kind of bot are you using here?

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We created a flow under Bot Flow in Architect.

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I received the following email from Nicola Burns which answers the question. I'll mark the post as resolved but wanted to share in case others had a similar question.

The agent escalation phrases are built-in, so you are unable to change them. The agent escalation is not just a set of trigger phrases, there is a bunch of logic that builds up a list of different possible trigger phrases. I have pasted a number of example phrases below – this may not cover every single phrase possible. As you can see, the word “transfer” is included so I would be interested to know what you are trying to test to see if there’s something we need to update on the backend?

Another option, if you don’t want to use the built-in phrases, is to turn off the agent escalation phrases and create your own “agent” intent – just like you would any other intent. One of the drawbacks to this approach though, is that your customers will not be able to ask for an agent during an “Ask for Slot” action, as the bot is only checking for a slot value – rather than an intent.

Example agent escalation phrases:

  • speak with person
  • speak with advisor
  • speak to manager
  • escalate me to agent
  • talk with specialist
  • transferred with agent
  • put through with human
  • speak with human
  • connect me to advisor
  • transfer me with human
  • escalated to representative
  • put through with specialist
  • talk with human
  • redirect to human
  • redirect me to advisor
  • put through to human
  • redirect me with advisor
  • put me through with specialist
  • talk to agent
  • connected to agent
  • put through to manager
  • talk to supervisor
  • escalated to manager
  • transferred to specialist
  • talk to human
  • transferred with representative
  • transferred with manager
  • connected with representative
  • speak to advisor
  • redirect to specialist
  • put through with agent
  • connected to supervisor
  • connect to specialist
  • put through to person
  • connected to advisor
  • redirected with supervisor
  • escalated to human
  • redirect to manager
  • transferred to human
  • put through with supervisor
  • talk with manager
  • transferred with specialist
  • put through to supervisor
  • talk with representative
  • escalate me with supervisor
  • talk with advisor
  • escalated to agent
  • put through with person
  • talk with person
  • connected to manager
  • put through to advisor
  • connected with agent
  • escalated to supervisor
  • redirected with agent
  • put through to representative
  • escalated with supervisor
  • speak with supervisor
  • put me through to representative
  • transferred to person
  • connected with person
  • redirect me to human
  • put me through to person
  • escalated to specialist
  • talk to representative
  • put through with representative
  • talk to advisor
  • connected to person
  • connect me with advisor
  • connected to representative
  • escalate to specialist
  • redirected with representative
  • connected to specialist
  • put me through to advisor
  • connected with specialist
  • put me through with agent
  • talk with supervisor
  • escalated with specialist
  • put me through with representative
  • put me through with supervisor
  • talk to person
  • transferred to manager
  • speak with specialist
  • transferred with person
  • escalate to manager
  • speak with agent
  • transfer to manager
  • put me through to supervisor
  • put through with advisor
  • escalated to person
  • put through to specialist
  • escalated with representative
  • put me through with human
  • escalated with human
  • transfer to supervisor
  • put me through to human
  • talk to specialist
  • put me through with person
  • escalate me to specialist
  • transferred with advisor
  • redirect me with human
  • put through with manager
  • connect with person
  • speak to human
  • put me through to manager
  • speak with representative
  • speak to representative
  • transfer me with representative
  • transferred to supervisor
  • speak to agent
  • put me through to agent
  • connect me to person
  • put me through with advisor
  • redirected to person
  • connected with supervisor
  • escalate me with agent
  • redirect me to representative
  • speak to supervisor
  • escalate with advisor

Setting to turn off agent escalation phrases:

eventhandling
eventhandling824×694 70.1 KB

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