Escalation messages getting sent to Dialogflow - DF agent and SF agent in the same chat - bad, bad, bad

[chadgoss]

Seeing cases where system messages are getting sent to dialogflow and getting classified.

Can be reproduced by:

• starting a session on a low speed link (chrome throttling: https://www.browserstack.com/guide/how-to-perform-network-throttling-in-chrome)
• enter 'No' twice in quick succession when the bot starts

=================== queryText': 'An agent will be with you shortly. Your queue position is: 1',

{'queryText': 'Transferring you to a live agent.',

[chadgoss]

Start of conversation

guest-5766 9:11 AM Chat started

virtualassistant Livechat Agent 9:11 AM What can I help you with?

chad Fields @guest-5766 9:11 AM No

virtualassistant Livechat Agent 9:11 AM I didn’t understand that. Please try wording it slightly differently. What can I help you with?

chad Fields @guest-5766 9:11 AM No

rocket.cat 9:11 AM Chat transcript sent: Fields requested the chat transcript

virtualassistant Livechat Agent 9:11 AM I still didn't understand that, but an agent can assist. Please wait while I check on agent availability. Connecting you with a live agent

dialogflow.bot 9:11 AM New Chat Transfer: Dialogflow transferred the chat to the department Viasat Customer Support

liveagent Livechat Agent 9:11 AM An agent will be with you shortly. Your queue position is: 1 Transferring you to a live agent.

virtualassistant Livechat Agent 9:12 AM Sorry I wasn't able to address all of your concerns! Would you like me to transfer you to an agent?

liveagent Livechat Agent 9:12 AM Connected to agent: Maykol V.

virtualassistant Livechat Agent 9:12 AM Chat with agent Not now, thanks

liveagent Livechat Agent 9:12 AM Thank you for contacting Viasat Internet Customer Care. I'm happy to help you today! Please give me just a moment to review your account information and I'll be right with you.

virtualassistant Livechat Agent 9:12 AM No problem, I can do that for you. An agent can assist with this. An agent can assist with this.

rocket.cat 9:12 AM Chat transcript sent: Fields requested the chat transcript

virtualassistant Livechat Agent 9:12 AM Connecting you with a live agent

rocket.cat 9:12 AM Chat transcript sent: Fields requested the chat transcript

virtualassistant Livechat Agent 9:12 AM Connecting you with a live agent An agent can assist with this.

rocket.cat 9:12 AM Chat transcript sent: Fields requested the chat transcript

virtualassistant Livechat Agent 9:12 AM Connecting you with a live agent

liveagent Livechat Agent 9:12 AM Hello, my name is Maykol from Viasat Chat Support. I’ll be more than glad to assist you! How are you doing today?

virtualassistant Livechat Agent 9:12 AM I'm doing well. Thanks! An agent can assist with this.

rocket.cat 9:12 AM Chat transcript sent: Fields requested the chat transcript

virtualassistant Livechat Agent 9:12 AM Connecting you with a live agent

chad Fields @guest-5766 9:12 AM Payment

virtualassistant Livechat Agent 9:12 AM Please wait Your account has a balance due of $170.83 and your service is currently suspended. You currently have no payments being processed. To make a payment, on the My Viasat Overview page , in the Balance panel, click on Make a Payment. my.viasat.com My Viasat Detailed monthly billing statements are available and can be printed from the Billing & Payments page on My Viasat. my.viasat.com My Viasat Scroll down to the Account Activity panel, click the Statements heading on the right, and click on the View Statement link for the preferred statement. Was this information helpful?

Fields @guest-5766 9:12 AM Yes, that helped

virtualassistant Livechat Agent 9:12 AM Is there anything else I can help you with?

chad Fields @guest-5766 9:13 AM Go to Activity panel

virtualassistant Livechat Agent 9:13 AM An agent can assist with this.

rocket.cat 9:13 AM Chat transcript sent: Fields requested the chat transcript

virtualassistant Livechat Agent 9:13 AM Connecting you with a live agent

liveagent Livechat Agent 9:13 AM Hello, it seems over here we have lost connection, just to confirm before we continue. Are you still there?

virtualassistant Livechat Agent 9:13 AM Sorry that your chat session was disconnected! Would you like to chat with an agent to continue the conversation?

Fields @guest-5766 9:13 AM No

virtualassistant Livechat Agent 9:13 AM Was this information helpful? Yes, that helped No

guest-5766 9:13 AM Conversation closed: Closed by visitor.

guest-5766 9:13 AM promptTranscript This conversation is already closed.

[chadgoss]

another example of a bad conversation, ALSO note that they were able to sneak input in at the start