When a live chat agent logs into a parent bot and sets themself to active, their status is active in the parent and child bots they have appropriate permissions. Live chats originating in the parent and child bots will appear in the user’s parent bot Live Chat Active Conversations page.
For more information on how to navigate live chat conversations in a multi-bot environment, check out the following sections:
Conversation Management
In the Active Conversations Preview pane, live chat agents can view any active conversations that the agent has permission to view and where the conversation originated.
The child bot live chat conversation can only reside within the child bot from where the conversation originated and the parent bot. Live chat conversations cannot be transferred to other child bots.
When a live chat agent participates in a live chat conversation within the parent bot, the experience will be as if they are within the chatbot where the conversation originated.
Filtering
Live chat agents in the parent bot’s Active Conversation pane have an enhanced filter that includes chatbots and offices.
Child bots and stand-alone bots only have the office filter.
Suggested Content
Suggested content is associated with the chatbot knowledge base from which the live chat conversation originated.
When a live chat agent is operating in the parent bot and engaging in a chat on behalf of a child bot, the suggested content displayed in the Suggested Content pane is generated from the child bot's knowledge base.
If the live chat agent is operating in the parent bot and engaging in a chat originating from the parent bot, then the suggested content is generated from the parent bot's knowledge base.
Variables
Variables are also associated with the bot from which the live chat conversation originated.
When a live chat agent is operating in the parent bot and engages in a chat for a child bot and references a variable, the preview displayed in the text editor points to the value associated with the child bot.
It is important to verify the text editor preview to make sure the value exists in the associated child bot. If the variable is not completed or does not exist in the associated bot, the preview text editor will not display. If a variable is sent that either does not exist or has not been completed in the child's bot, the variable will appear as a blank space in the chat conversation.
Canned Responses
Canned responses are affiliated with the bot the live chat agent is using.
Example: If the live chat agent is in the parent bot and is facilitating a live chat conversation for Child Bot A, only the canned responses in the parent bot will be available for the live chat agent to insert into the conversation.