Chatbot
Bot Configuration

Trans-to-Agent Keyword Setting Guide

# Trans-to-Agent Keyword Setting Guide

——Learn how to use the Trans-to-Agent Keyword Setting we offer you and its scenarios through this article

# Role of Trans-to-Agent Keyword Setting

We would like you to know about the scenarios and roles of the Trans-to-Agent Keyword Setting function first:

● Implement the business scenario of transfer to agent by different keywords

● Implement the business scenario of designating skill groups by keywords, such as "complaint", directly assigning to agent who handles complaints.

# How to Use Bot Info Setting

You will find a description of the role and effect of each function point below:

# ● Restrictions

Trans-to-Agent Keyword Setting changes with bot you select in admin console.

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Figure 1: Chatbot Admin Console Page

# ● Add Trans-to-Agent Keyword

Match mode: support Containing Match and Exact Match. Containing Match means that trans-to-agent can be triggered if a message sent by the customer contains the trans-to-agent keyword; Exact Match means that trans-to-agent can only be triggered if the message sent by the customer is completely consistent with the trans-to-agent keyword.
Trigger Trans-to-Agent Type: End Trans-to-Agent and Trans-to-Agent Prompt do not take effect in SDK2.9.7.

Direct Trans-to-Agent. If direct access is not available, you can trigger Queue and End Trans-to-Agent.

Transfer to the designated skill group. If direct access is not available, you can trigger Queue and End Trans-to-Agent.

The bot shows the list of skill groups and guides customers to select skill groups.

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Figure 2: Trans-to-Agent Keyword Setting Page

# ● Trans-to-Agent Setting List

Enabling status ON/OFF: support custom enabling and disabling.
Trans-to-agent keyword hit data: support viewing the number of hit and successful transfer in 7 and 30 days.

# ● Trans-to-Agent Keyword Operation Steps

Step 1: add trans-to-agent keyword in Trans-to-Agent Keyword Setting.

Step 2: check【Live Chat - Docking Channel Settings - Agent Reception Mode in Channel Settings - Trans-to-Agent Keyword】to take effect. Taking desktop site channel as an example:

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