Launching Escalation Cluster

Once you have configured the necessary chat escalation action articles in the Escalation cluster, you need to connect the Escalation cluster to the answers in the process cluster that require chat escalation. When this is completed, the Escalation cluster launches when the customer selects the associated answer, transferring the customer to a live chat agent. 

To launch the chat transfer cluster:

1. In the case base tree, locate the answer which should transfer the customer to a chat agent.

2. Drag and drop the Escalation Cluster on the answer. When the customer selects this answer during an interaction with the Virtual Assistant, the answer transfers the customer to a chat agent.