Help Products Channels Do I need a human agent with Business Chat?

Do I need a human agent with Business Chat?

Kristina Ristovska Vidakovic
Kristina Ristovska Vidakovic
Updated 4 weeks ago

The option to escalate to a human agent is mandatory in Business Chat. A live agent must be reachable anytime the customer texts the word help. If a customer sends help outside of normal customer service hours when live agents aren’t available, an automated response should let them know when a live agent is able to respond.

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