Transfer to an Agent

While conversing with the Digital Assistant in a chat session, a student can request to speak with a human instead of a bot.

  • If an agent is available to chat, the bot will request a handoff from the chat to the agent.

  • If no agent is available, the bot will create a case and attach the chat transcript to be available for viewing on the Contact record in Anthology Reach.

Agent Available

A student is asking to speak to a person. The Digital Assistant offers transfer to an agent.

Transfer to agent  Transfer to agent

The chat is auto distributed to the first available agent. See Manage Automated Chat Distribution.

Transfer to agent

No Agents Available

If an agent is not available, the chat transcript will be forwarded and available for viewing on the Contact record in Anthology Reach and an incident is created.

Renee - No agent available

Engage - No agent