4. Future Consideration
Reducing the noisy messages when initiating Live Chat
When initiating a live agent session through the bot there are a series of messages that are returned out of order that cause confusion to the end user. We would like the ability to decide which messages are to be sent so that the connection to a live agent would flow more like a natural conversation.
In a conversation with a person, you would never say something like the highlighted text. Simply stating “please standby while I connect you to a live agent” would be more concise. Possibly combining the 2nd and 3rd message in some way and removing the 4th all together would be preferred.
