747 Live Agent
Jennell Venier
What I am trying to do is integrate the Agent Chat of two different instances, if a user in instance A requests a live Agent, an agent in instance B can attend him and have a conversation through Agent Chat.
The Virtual Agent Bot Integration API allows users to integrate any chat interface or a bot ecosystem with the ServiceNow Virtual Agent and/or Live Agent. This API is built on the conversational custom chat integration framework provided with Virtual Agent and operates in the sn_va_as_service namespace.
With the old version of Agent Connect (which Service Now is now deprecating), you could easily connect through APIs. With the new version of Agent Workplace there are no more direct possible API integration. Everything has to go through the Virtual Agent API, and in order to use it you need to create a new Channel (sys_cs_provider) in order to do so.... but since San Diego, Service Now will NOT let you create such object unless you have an ITSM Pro license !!
Live Agent is a digital customer experience solution that helps your agents deliver personalized assistance at critical moments using a single interface across your web and app infrastructure to route communications. Paired with Verizon Virtual Agent, it provides a one-click connection to human agents via chat, voice or video.
Live Agent, delivered via software as a service, uses web real-time communications - on your website, mobile app or popular messaging apps -to enable your agents to engage with customers over chat, voice, and one or two-way video conversations via the internet. Integrate it with the agent desktop or use stand-alone.
However, in the documentation it is not clear what is actually signaling these live agent handoff measures in the analytics. I see here that you can provide a response in fulfillment section for a live agent handoff:
yeah, that payload is a custom payload that will be sent to your Live Agent platform. In terms of analytics, Dialogflow CX is as if it was a transition but in this case, to a live agent. You will need to test it to actually see that number going up.
that is something that could be possible as well. On Alexa (I know it is a different platform), it takes like 5 days to see real results. If you have properly configured the live hand-off it will definitely show up there!
LiveAgent is an integrated customer support software, ticketing system, live chat, social helpdesk and voice helpdesk. You name it, it's there. Based in cloud and accessible from everywhere, with SSL safety.
Hi @Beherasaptami. This would usually be handled using a custom action. Depending on what the platform you would be using for a live agent to talk to your users you can have an api call which sends the message to the live agent.
Hi @Juste , I have done conversation paused .But I am not very clear how do I add a custom action which displays human agents answer .Can I get any same code or working example I have tried rasa-handoff/actions.py at master moaazsidat/rasa-handoff GitHub this didnt seem to work.
The hand off is available in these starter packs and works well also the handoff happens from fin bot to help or help to fin bot for human hand off the conf has to changed to any other service or API where humans can converse .
@JusteHi Everyone, I have a confusion with rasa chatbot connector while working with Human handoff, Please let me know if any source code available. Which will help to understand better and my frontend for Agent is Airy website.
I am new user to upwork as a client. I just created account and trying to hire someone but its **Edited for Community Guidelines** ! Terrible customer support. There is no one for helping. Only one bot that is repeatedly throughing its commands again and again even i describe in deep as well. No real person representative there, No email support there, Wasted my hours for just contacting with you guys! Thank you for realizing me that i am on wrong platform. let me go back to **Edited for Community Guidelines**. Good luck
Thank you for your patience and understanding as we work to improve our support system. I am sorry for any inconvenience or frustration you may have experienced while trying to contact us. Our chatbot is designed to provide you with a customized and helpful service based on your needs and preferences. We value your feedback and we will share it with our team for further improvement. Could you please give us more details about the problem you encountered when you wanted to hire a freelancer on Upwork? We would like to assist you here or connect you with our team as soon as possible.
When I am going to hire someone then transaction got suddenly deduct and refund to my paypal and it shows " Recharge Failed " even my paypal is full of balance. I am using it on fiverr and ebay as well. I don't know what only upwork have this kind of issues + No serious customer support!! Its terrible.
I am sorry for the inconvenience this has caused. I shared your concern with the team handling your case and one of our agents should follow up with you on your support ticket within 24 hours to assist you further.
It seems Upwork has the worst customer service to ever exist. I recently signed up under an agency and I am unable to send proposals or change my hourly rate. Their are contracts I want to bid on and time is running out. There seems to be no such thing as 'live agent', as you just submit your issue and wait until someone cares enough about your situation.
I can also see that you've already reached out to our Support Team and raised a support ticket regarding your concern. Please allow our team time to review your case and feel free to coordinate through that ticket here if you need further assistance. In the meantime, you may want to check this help article to learn more.
Thank you for reaching out. I can see that you've already raised a support ticket regarding your concern. You can access your support tickets here. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.
There IS no place to get support. The site you showed, which I've been on only takes us to a stupid chat bot which is as useless as Upwork. As a paying customer, I don't even get the most basic support from a human being.
I can't even link a checking account to my page and there is NOBODY to talk to. Upwork is complete garbage when it comes to even the most basic service for even thouse who pay monthly. A chat bot who can't answer basic questions and then links you to the same page he is on is a freaking joke.
Listen. I'm not an idiot and I don't appreciate being gaslit. The customer service on Upwork is utter trash. Paying customers should not have to jump through loops to get basic assistance. I have been at this for 2 days and have not been able to speak to a single individual support person. I had better service from an outsourced call center with Comcast. I already did what you asked. Your AI chatbot is the dumbest chatbot I have ever spoken to. I lose IQ points every time I communicate with it. You're going to tell me that Upwork is creating a "personalized" experience?! And that this idiotic chatbot has "customized" responses?! or That the more I 'interact" with it that more custom responses I get?!
Every time I speak to it, it asks me if I need furthre assistance. When I say I do, it links me to the exact same help website that I'm already on where I'm talking to the bot! This endless agonizing loop goes on forever. There is nothing personalized, customized, or well thought out about this service. It's an attempt by Upwork to avoid customers at all costs. And and in its wake, it provides a horrific AI to take the place of live support. The bot does NOT provide a way to communicate with a live support team.
Attempting to add my business checking account under my LLC is futile because Upwork doesn't ask for LLC when adding payment type. It asks for account holder name. Furthermore, if I enter my LLC in account holder, section it says:
I have followed up with the team handling your account and I see that one of our team members has already reached out to you to assist you with your concern. You can access your support tickets here. Please don't hesitate to follow up with them on the same support ticket if you have additional questions regarding your concern. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.
- Pradeep
Even I'm facing the same issue. If I want to talk with the live agent the stupid but is stuck on a loop and not giving me any further details. It says you need to speak with Upwork Support team, but there it is not giving me any details on that. There is no cusomter care to address my issue. All my earnings are going to waste
I'm sorry to hear that you were unable to connect with our support team. We'd be happy to assist you here in the community. Please feel free to share more information, and if it requires sharing private information, feel free to send it to me via PM by clicking on my name.
We can no longer speak with customer service? I can't even get a live person to chat. Only the automated chat. Have things changed? Could someone please tell me if there is a way to speak with customer service? Thank you.
Sometimes when there isn't enough staff to handle all the different ways they have for us to contact customer service they will close those for the time being. That doesn't me the options go away forever, just until they have enough staff to support them.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.