Configuring Chat Settings

Chat configuration settings provide details for the Virtual Assistant to use when a chat conversation is escalated from the Virtual Assistant to speak with a live agent. 

To edit other configurations:

1. From the Navigation menu, browse to Bots > Assistants.

2. On the Assistants page, select the Virtual Assistant you want to edit.

3. Go to the Other Configuration tab and provide the following details:

   1. Default Escalation Entry Point ID: Provide the default entry point ID.

   2. Chat Server URL: Provide the URL for the eGain application. It should be in the following format: https://sever_name.egain.cloud/system.

   3. Custom Data: This is an advanced feature you can use to pass data to the AI Engine, making it available to automate question-answering.

   4. Chat Escalation Customer Data: This is an advanced feature you can use to pass customer data when a chat is escalated.

   5. Chat Escalation Activity Data: This is an advanced feature you can use to pass activity data when a chat is escalated.

   6. Default Chat Escalation Wait Time: This is the wait time that is displayed if there is an issue with the wait time from chat availability services. The value provided is in minutes.  

4. Click the Save button.

Related Topics

1. Creating Virtual Assistants

2. Configuring AI Settings

3. Configuring Classifier Settings

4. Configuring Screen Text Settings