Clarabridge uses topics to route chats to different groups of agents, often based on language or skillset.
Working with your Customer Success Manager, you can personalize the escalation flow and at the time of escalation select Forward to an Agent, and enter the applicable Clarabridge topic name, which will route the conversation to the relevant topics.
In order to optimize routing configuration within the Ultimate Dashboard, we recommend that you create one intent for each escalation topic that you would like to route chats to.
Some common examples of escalation topics could be Customer Care Escalation or Sales Escalation.
The intents should clearly describe the group to which the bot will escalate to depending on your requirements.
These escalation dialogues can now be linked across you customer flow using the link dialogue function.