Using Live you will be able to refer the questions that reach the virtual assistant from any of the conversational channels, such as Web, WhatsApp, Instagram or Facebook Messenger, to a human agent, through the configuration of referral rules.
Each channel from which you converse, will maintain its interaction window, both from the beginning with the virtual assistant and with the Live agent. For example, in WhatsApp, the conversation will always take place in that tool, in a natural way for the customer, and in the same way for the rest of the channels. In turn, at the end of the conversation, the customer will be able to evaluate it, providing feedback.
It is also possible to track key indicators within the same platform and obtain insights, in order to provide a positive experience to the user during the process of resolving their query.
With the guides included in the tour below you will be able to start attending from Live.