In the Preferences tab, fill in the fields as described below:

  • “Choose virtual agent”: This field allows you to select the desired Virtual Agent that has been previously configured in the Virtual Agent app, as described in Virtual Agent: Overview.
  • “Agents availability”: Select a variable that is going to be used to transfer the business hour information to the Virtual Agent.
  • “Variables”: if necessary, create or select a variable to retrieve information on the Virtual Agent escalation.