Ocelot® Live Chat conversation management within the Scalable Communications Framework enables live chat agents to manage conversations from multiple bots in one location.
Live chat agents in one bot can manage live chats on behalf of another bot, allowing for effective and streamlined conversation management at scale.
Live chat agents from within a parent bot can have conversations from child bots routed to them. This way, live chat can be managed from a single consolidated location. Agents must have live chat permissions in both the parent and child bots to view and participate in live chat conversations. Conversations can be transferred between agents if they are logged into the parent bot or child bot where the conversation originated.
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