Creating Action Article for Escalation
Action articles for escalation perform the actual transfer into the chat entry point for a customer who wishes to speak with a live support agent. You can create these in the case base in the Knowledge Console.
Note that you are going to need the entry Point ID of the chat entry point where you wish to send the customer. Additionally, if you are configuring multiple chat entry points for chat escalation, you need a separate action article for escalation to each chat entry point.
The imported starter case base contains an escalation article that is ready for use.
To create an action article:
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In the Navigation Menu, browse to Authoring > Articles.
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From the Folders List, select Knowledge Building Blocks > Virtual Assistant Articles.
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From the Articles List, select an existing article or create a new article with Article Type as Virtual Assistant Action and Template as Escalation.
You can change the article type and template by using the Change Article Type and Change Article Template options from the More
button. For more information, see eGain Knowledge Console Help. - Set the name as Escalate to Entry Point Chat Entry Point ID and content as:
{
"type":"escalation",
"channel":"chat",
"chat_entry_point_id":"1001"
}Replace 1001 with the chat entry point ID used for transferring chats.
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