Transfer End User Conversation

Copilot works in two different ways to transfer the conversation to the Live Agent. It either directly provides the option of LAT to the end user or works as per the request of the end user.

Transfer of the conversation between Copilot and End User to the Live Agent happens in either of the following ways:

1. Copilot Transfers the Conversation to Live Agent
   
   When an end user begins a conversation with Copilot, the Copilot tries to provide a response/solution to the end user’s queries. If the end user is not satisfied with the response/solution provided by the Copilot for three consecutive times, then the Copilot asks whether the end user wants to transfer the conversation to an analyst. If the end user says ‘Yes’, then the conversation on the Copilot interface is retained and the conversation is transferred to an available analyst.

2. End User Wants to Talk to the Live Agent
   
   If an end user wants to talk directly to the Live Agent even before conversing with the Copilot, the Copilot connects the end user with the Live Agent. As in the following use case, the end user provides an input - 'live agent' - in Copilot without having any conversation with Copilot. So, Copilot then transfers the conversation to Live Agent.Figure: End user confirms Live Agent Transfer