Multibot Live Assistant Conversation Management

When a live agent logs into a parent virtual assistant and sets their chat status to available, their chat status is active in the parent and child virtual assistants. Live conversations originating in the parent and child virtual assistants will appear in the user’s parent virtual assistant Live Assistant Active Conversations page. 

For more information on how to navigate live conversations in a multi-bot environment, check out the following sections:

• Conversation Management
• Filtering
• Suggested Content
• Variables 
• Canned Responses

Conversation Management

In the Active Conversations Preview pane, live agents can view any active live conversations that the agent has permission to view and where the live conversation originated. 

The child virtual assistant live conversation can only reside within the child virtual assistant from where the live conversation originated and the parent virtual assistant. Live conversations cannot be transferred to other child virtual assistants. 

When a live agent participates in a live conversation within the parent virtual assistant, the experience will be as if they are within the virtual assistant where the live conversation originated.

Filtering

Live agents in the parent virtual assistant's Active Conversation pane have an enhanced filter that includes virtual assistants and offices. 

Child virtual assistants and stand-alone virtual assistants only have the office filter.

Suggested Content

Suggested content is associated with the virtual assistant knowledge base from which the live conversation originated. 

When a live agent is operating in the parent virtual assistant and engaging in a live conversation on behalf of a child virtual assistant, the suggested content displayed in the Suggested Content pane is generated from the child virtual assistant's knowledge base. 

If the live agent is operating in the parent virtual assistant and engaging in a live conversation originating from the parent virtual assistant, then the suggested content is generated from the parent virtual assistant's knowledge base.

Variables 

Variables are also associated with the virtual assistant from which the live conversation originated.

When a live agent is operating in the parent virtual assistant and engages in a live conversation for a child virtual assistant and references a variable, the preview displayed in the text editor points to the value associated with the child virtual assistant.

It is important to verify the text editor preview to make sure the value exists in the associated child virtual assistant. If the variable is not completed or does not exist in the associated virtual assistant, 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 virtual assistant, the variable will appear as a blank space in the live conversation. 

Canned Responses

Canned responses are affiliated with the virtual assistant the live agent is using. 

Example: If the live agent is in the parent virtual assistant and is facilitating a live conversation for Child Virtual Assistant A, only the canned responses in the parent virtual assistant will be available for the live agent to insert into the live conversation.