Hello, fellow sellers! From my understanding I can use the LISA tool while having a live agent. How do I ensure na smooth ang transition between LISA and the live agent especially if nagtransition na ang questions ni seller that is no longer part of my set FAQ cards?
Transitioning from LISA to live agent
Tag(s): Customer Engagement
2 years ago
1 Answer(s)
2 years ago
Hi Seller, Good day! Yes, tama po kayo. You can use LISA po while having Live Agents since mas masesecure natin na lahat ng papasok na queries maaaccommodate. About the transition naman po, No worries po kasi you can take over chats sessions handled by LISA and assign agents to the Customer. May visibility po ang Seller at ang Live Agents sa lahat ng chats. This should give you information on how to properly take over the chat and help the Customer further.
LISA will always switch the chat session to a Live agent under the following circumstances:
•LISA is set on “Live Agent priority”
•LISA cannot match the buyer query to a scenario in the Knowledge Base / Keyword set
•LISA matches the buyer query to a scenario in the Knowledge Base that has no configured answer
•LISA matches the buyer query to a scenario in the Knowledge Base that is configured in the Direct Bypass list
Hope this helps po. HAPPY SELLING!