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  • 1.  Digital Bot flow setup

    Posted 07-24-2025 22:45

    HI Team,
    I have developed Digital bot flow, however i'm stuck with transferring chat to live agent. the request from operation is, to gather the information from customer before transfer to agents. My current setup is; while asking customer information, the chat is being transferred to agent.
    The chat only need to transfer to agent after gather required information. Please help to guide, how to overcome this issue. I can provide my digital bot flow file for your reference.


    #Architect

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    Anbarasan AL MUNIANDY
    Asia Regional Telephony Lead at Europ Assistance
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  • 2.  RE: Digital Bot flow setup

    Posted 07-25-2025 18:19
    Edited by Brian Jones 07-25-2025 21:11

    Evening @Anbarasan AL MUNIANDY

    Have you had a chance to take a look at any of the following resources? They're very easy to follow, and generally speaking they should get you in a good position to collect the user input and then transfer the interaction to a live agent with said information in the web messaging history for the agent to scroll up and see. If this isnt helpful we could try viewing your design.



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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  • 3.  RE: Digital Bot flow setup

    Posted 07-26-2025 02:53

    Hi Bryan,

    I have tried but it's not the way that I expect.

    Below is the example information that need to gather before transfer the chat to Agent.

    Please provide the below information before we transfer you to live chat.
    Inusred's personal and policy information:
    1. Full name
    2. ID or passport number
    3. Date of Birth
    4. Gender
    5. Policy number.

    How could I setup slots to gather this information. 



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    Anbarasan AL MUNIANDY
    Asia Regional Telephony Lead at Europ Assistance
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    Original Message


  • 4.  RE: Digital Bot flow setup

    Posted 07-26-2025 16:13

    @Anbarasan AL MUNIANDY - Before attempting to provide suggestions (which I have a few), it might be best to see/understand how your digital bot flow is set up. Can you share screenshots or a brief video of:

    • Your digital bot flow, specifically the blocks where you are attempting to collect the insured's information as well as the block where you are transferring the customer to the queue.
    • Any slots you currently have set up.
    • The final web messaging experience (i.e. what happens when you test your flow and the agent answers.)
    • A visual mock up of what you're expecting the agent to see if it worked as expected.


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    Brian T. Jones | Ascension | Senior Specialist - Technology
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    Original Message


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