The top search terms in our chat bot widget are things, such as "hello, hi, agent, human," etc. These are folks who clearly want to chat to a live agent. How do I have these terms trigger an automatic transfer to a live agent through messaging? Currently, the customer just receives irrelevant search results with the "Was this helpful?" question at the bottom--a TERRIBLE experience.
I found this example in an article. It appears that the chat bot knew to transfer the customer to an agent when the customer entered "Upgrade my plan." However, it never explains HOW to do this.
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