Answer escalation options
Some customers may want to contact you directly, either before or after using a widget.
Bold360 ai provides a number of ways to escalate questions to a real person:
- Email escalation - Send an email (ticket) to your own inbox in console or to your own CRM/Support system
- Chat escalation- Start a live chat session using one of the chat providers (such as Bold360)
- Phone escalation- Shows your support phone number
Tip: You can use channeling rules to set when escalation options are available, either all the time or only in certain cases; such as for high-value chats or when the widget does not provide an answer.
Note: On mobile devices, when the customer escalates a chat to a live agent in a conversational widget, a bubble with the channel's name appears as the user's request.