Transfer to agent Intents not being picked up in Test (Text) Entity

Question

My scenario is the following, after choosing from a menu of what the customer needs help with, they are prompted to provide their first and last name seperately. The entity being used is '[System] Text (Text)'. Additionally, the 'Transfer to Agent' intents have been built out and Einstein is on.

When testing the BOT and "agent" is typed in for the name, it is reading it as the first name and continuing the dialog flow. The request is for at any point the user types agent/representitive/human etc. they are transfered to an live agent.

Any Suggestions?

Jayson Morales · Answer

Hi Matthew,

Sorry for the inconvenience. In case you don't receive a response here, may I also suggest joining the Service Cloud group below to collaborate with the experts for best practice and advice.

https://success.salesforce.com/_ui/core/chatter/groups/GroupProfilePage?g=0F93A0000001yCOSAY

Hope that helps.

Regards,

Jayson

Transfer to agent Intents not being picked up in Test (Text) Entity

Customer Service

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