How to enable hybrid (bot and agent) conversations?
When a conversation is channeled to a live agent, the bot may remain active and offer auto-complete suggestions for customer questions. The live agent can also contribute to the conversation. This option is disabled by default.
To enable hybrid conversation, do the following:
- In the Bold360 ai Console, go to and click Personalize on the Floating widget pane.
- Select the Knowledge Base or URL for your conversational widget.
- On the Advanced tab, select Bot suggestions remain active after channeling.
- Save your changes.