Help for Live Support

When ending a live chat, support agents can provide feedback regarding the solution to the user's problem. This feedback can be used to improve flows and enable better self-service support for end users.

After clicking End Chat, the agent is shown the "Conversation debrief" dialog.

This dialog allows the agent to specify whether the user's problem has been solved. If it has been solved, the agent can specify what the solution was - either picking an existing one from the flow or suggesting a new one that could be added to the flow.

If a new solution is suggested, this is then stored as flow feedback available for review in the assistant builder along with the conversation's transcript and notes. See View and manage flow feedback for details.