When creating a new chatbot, you might want to add a node that allows your customers to send email messages to your agents. This is helpful for when you are out of hours, but would still like customers to have a way of reaching you when your agents are offline.
✉️ How to Configure Escalate to Email Chat Bot
Step 1: Create an Escalate to Email Node
On your chat bot add a new node. Then select the exit approach and change it to Escalate to Email.
Then in the text box, enter the email you would like these messages to go to. We recommend that this goes to either a specific user or a support desk.
You can add more emails by clicking Add Email.
Please note that this will only work for customers accessing your chat widget on your website
Step 2. Update the Chat Widget
Now that the node has been added to the chat bot, we need to configure the form that the node will use.
Navigate to the chat widget config that contains the chat bot you want to use.
Click Data Collection Forms then Add Form.
Name it and click to create.
Add the fields you would like to include.
Next click Advanced Settings Icon.
Then click Wait Messages and scroll down to the Settings section.
On the Email Deflection dropdown select the new form you built.
This will be used when a customer reaches the escalate to email node on the chat bot.
Don’t forget to publish your changes on both your chat bot and your chat widget!