Agent Channels

ViaSay allows you to integrate with multiple agent channels like Salesforce, Zendesk, Genesys Cloud CX, NICE CXOne, and more, ensuring a smooth transition from chatbot interactions to human agents. You can add as many agent channels as needed to optimize your support workflow.

This is particularly useful for:

• LiveChat Handover: Instantly transfer conversations from the chatbot to a live agent when human assistance is required.
• Ticket Handover: Automatically create and escalate support tickets within your CRM or helpdesk for efficient follow-ups.

To enable agent handovers, simply go to Integrate > Channels > Explore, then click “Add” next to your preferred integration.