Real-Time Keyword Driven Chat Triggers
We have a use case to be able to identify words during a Messaging conversation and provide real time guidance to our agents in escalations scenarios. Example would be a customer threatening BBB, or some sort of legal action, that would tag and provide real time guidance to the agent on how to handle.
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This would be great! The legacy chat triggers that can fire off of messages don't offer a way to do this with trigger actions, and support triggers don't fire until the chat transcript is saved to the ticket, so we can't do real-time detection.
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