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Reset conversation and Download Conversation options are only available in Web Chat and not supported in other channels for Digital Agent v2.0.0. |
Update Ticket
Digital Agent provides you the flexibility to modify or update a ticket. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
To update a ticket, perform the following steps:
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Escalate Ticket
Digital Agent provides you the flexibility to escalate a ticket. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
To escalate the ticket, perform the following steps:
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Remind Ticket
Digital Agent provides you the flexibility for ticket reminder. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
To set a reminder for a ticket, perform the following steps:
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Reopen Ticket
Digital Agent provides you the flexibility to reopen a ticket. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
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A ticket can be reopened only with status as Resolved. |
To reopen a ticket, perform the following steps:
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You cannot reopen a ticket with status as Closed, In-Progress, Cancelled and New. The following messages are displayed with the status as shown below:
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Cancel Ticket
Digital Agent provides you the flexibility to cancel a ticket. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
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A ticket with status as Closed cannot be cancelled. |
To cancel a ticket, perform the following steps:
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