Connect with Live Agent

Copilot helps end user to connect with a Live Agent through Live Agent Transfer. The end users can check log an INC or SR, check the status of the INS or SR, or report any other concern with the Live Agent.

To connect with the Live Agent, the end user needs to take the following steps:

1. When the end user starts a conversation with Copilot, the Copilot displays a welcome message and provides options to the end user to log an Incident or Service Request (refer the below sample screenshot). These options are configurable.Figure: Copilot displaying the options to the end user

2. Copilot searches and provides response of the found catalog.
   Figure: Catalog display

3. The end user, however, wants to talk to the Live Agent. The end user provides an input to talk to the Live Agent.Figure: End user requests Live Agent Transfer

4. The Copilot confirms whether the end user wants to connect with the Live Agent. If the end user says ‘Yes’, the Copilot transfers the conversation to the Live Agent.Figure: Conversation transferred to Live Agent

5. Once the end user starts conversation with a Live Agent, an End Chat button appears, which the end user can click on to end the chat with the Live Agent.Figure: End Chat

6. After the end user clicks End Chat, the following message is displayed by Copilot:Figure: Reset conversation