Configuring Chat Entry Points
Chat entry points are used by the Virtual Assistant in instances where a customer has been escalated from the Virtual Assistant to speak with a live agent. The Virtual Assistant can route these customers into the chat entry point, where they can either chat with a live agent if one is available or request a callback if no agents are available at that time.
Virtual Assistant chat entry points are configured in the Administration Console. You should designate one entry point as the default entry point for all escalations from the Virtual Assistant. For example, you can configure a chat entry point to handle any messages sent with negative sentiment, immediately offering the customer a chance to speak to a live agent.
For details about creating entry points, see the eGain Administrator’s Guide to Chat and Messaging.
Make a note of the entry point IDs for each entry point. This is required while configuring the Virtual Assistant.
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