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Bot availability

1. At the level of the Bot's commitment (following a notification)

The availability check for a Bot that needs to start a conversation will look to see if at least one of the transfers it will have to make during the scenario is available.

  • Case 1 : the scenario only contains transfers to synchronous routing rules

At least one of the transfers to one of the routing rules must be with availability.

  • Case 2 : The scenario contains only transfers to asynchronous routing rules.

The availability of an asynchronous rule, is based on the threshold, and not on the availability of an agent, so the bot will not be available as soon as all the rules have reached their maximum conversations threshold.

  • Case 3 : the scenario contains a mix of synchronous and asynchronous rules

At least one of the transfers to one of the routing rules must have availability, so in this case the availability will be calculated both by taking into account the number of available agents and the maximum conversation queuing thresholds.


2. At the level of transfers during a Bot scenario

  • Case 1 : transfer to a synchronous routing rule

The availability check for a Bot that has to transfer to a synchronous routing rule, will try every 5s for 30s to get an agent availability. If no availability after 30s is found then we fall in the case of transfer failure.

  • Case 2 : transfer to an asynchronous routing rule

The availability check for a Bot that has to transfer to an asynchronous routing rule does not exist because there is a queue overflow authorization, so bot transfers on an asynchronous rule will always be valid (no transfer failure).


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