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For a majority of users, the Bridge Live Chat system is set up to automatically assign newly escalated chats to online agents. A few actions occur when a conversation is escalated:
The system assigns agents following a round-robin format. This means that each agent is selected in turn, following a fixed order. Once all agents have been assigned a chat, the process starts over with the first agent in the sequence, ensuring an equitable distribution of escalated chats.
Within the conversation's Actions & Insights section, the assigned agent/team will be updated from 'Satisfi Assistant' and 'Virtual Assistants Team' to the corresponding agent name/team.
A message is sent to the user notifying them they are being escalated to an agent.
If you're not being assigned escalated chats within Bridge, ensure the following:
Check with your company administrator that you are working inside scheduled escalation hours.
Have your company administrator check that you are assigned to the correct team. Note that the conversation will not be escalated if your company has multiple Bridge teams and no agents are available within that user-requested team. This includes if there are agents online on other teams.
Confirm that you have set your availability to 'Online'.
Within Satisfi Bridge, there may be times when an agent needs to intercept or transfer a conversation. Instances may include:
Your chat does not utilize auto-assignment and an agent takes ownership of an unassigned conversation.
An agent detects a user needing additional help.
A user is another agent's client or has worked with another agent previously.
You can intercept a conversation one of two ways:
Under 'Conversation Actions' in the 'Actions & Insights' panel, select the 'Assign to me' button.
In the conversation's reply container, start typing. Once you start typing in the desired conversation, a popup will notify you that this is not assigned to you. It will prompt you to assign the conversation. If you do not assign the conversation to yourself, but send the message, it will assign the conversation to you.
Things to Note:
If you assign yourself as the agent within a conversation, a user can continue chatting with the virtual assistant until you send a message. We always recommend alerting the user right away that they are now speaking to an agent.
If you intercept a conversation, but the user wants to continue their conversation with the virtual assistant, simply resolve the conversation.
We always recommend that unless you see a user struggling to get answers, you let the virtual assistant answer questions as they come in. This helps your company collect more insight into the questions users are asking and where improvements in the chat experience can be made. To help push more users into conversations with agents about revenue-generating topics, check out the link here: Bridge Placement
Any agent can transfer a conversation to a specific agent or live escalation team. Under 'Conversation Actions' in the 'Actions & Insights' panel, select the dropdown on either 'Assigned Agent' or 'Assigned Team' and select the agent/team you'd like to transfer to.
Things to Note:
If you assign a conversation to another agent, it will notify the user that a new conversation has been assigned to them.
If you assign a conversation to another agent, it will not update the assigned team.
If you assign a conversation to a specific team, it will assign it to the next available agent.
We recommend that if you are transferring a conversation to another agent, you provide them with any additional chat insight using the private note function ().
