Define the virtual assistant name that will display to
customers during a chat and the chat queue that will handle incoming
chats and escalation. After you fill in this information and save
it to the database, the virtual assistant profile is created automatically.
You can have only one virtual assistant account and one virtual
assistant queue. After they are created, the virtual assistant profile,
account, and queue cannot be deleted. However, you can change the
names of the virtual assistant account and queue using the Virtual
Assistant editor.
- Click Configuration on the navigation
pane.
- Double click Virtual Assistant Editor in the list.
- Enter the name for the virtual assistant in the Display Name field.
This is the account name that displays to customers during a chat.
- Enter the name for the virtual assistant chat queue in
the Virtual Assistant Queue field.
This is the name of the chat queue that you will use to configure
rules to handle incoming chats and escalation.
- Click Save.
The virtual assistant profile (automatically labeled VA_Accounts_Profile),
virtual assistant account, and virtual assistant queue are created.
What to do next
In order to complete the configuration and begin routing
incoming chats to the virtual assistant, you must create chat rules.
See Route Chats to Virtual Assistant.