To avoid dropped conversations, we need an automated notification mechanism that alerts the agent (or a defined backup queue) whenever a bot escalates and no agent is available.
Proposed Solution: Automated Agent Notification on Bot-to-Human Escalation
1. Trigger Condition
- Bot attempts escalation → checks agent availability status
- If agent = offline / inactive / no agent assigned, trigger a notification workflow
2. Notification Options
- You can configure one of the following (or both):
a) Automated Email to Assigned Agent(s)
- Email content can include:
- Customer name / ID
- Conversation summary / last bot message
- Timestamp of escalation
- Link to open the conversation directly
- Priority/urgency tag
b) Instant Notification to Supervisor / Backup Queue
- If primary agent is offline:
- Notify supervisor
- Notify team distribution list
- Send alert to a fallback queue (if defined)
3. Escalation Logic
- If the primary agent doesn’t respond in X minutes:
- Send a second reminder
- Move the conversation to a backup agent group
- Mark it as “Pending Assignment” for workforce management
- This ensures no customer waits indefinitely.
4. Implementation Options
- Depending on your setup (Live chat platform / CRM / Contact center connector):
- If using NovelVox Agent Accelerator / CXInfinity / CCIP
You can:
- Use workflow automation to check agent status during bot hand-off
- Automatically push notifications through email, SMS, or internal alerts
- Route escalations intelligently using skill + availability logic
