To handle customer questions through web chat while escalating issues, what should be configured?

Configuring Agentforce integrated with Omni-Channel Routing is the most effective way to handle customer questions through web chat while also having the ability to escalate issues when necessary. Omni-Channel Routing seamlessly directs inquiries to the appropriate agents based on availability, skill sets, and workload. This ensures that customer questions are addressed promptly and efficiently, enhancing the overall customer experience.

In addition, integrating this system with web chat enables the capacity to manage both automated responses and live agent interactions. If a customer's issue requires more intricate handling beyond standard queries, it can be escalated to a qualified agent instantly. This setup optimizes communication flow and improves resolution times, aligning with best practices in customer service.

The other configurations, such as a standalone chatbot or limiting the responses to only human agents, would not provide the same level of efficiency or flexibility. A standalone chatbot may lack the necessary sophistication and adaptability to handle complex issues, while relying solely on human agents could lead to longer wait times and decreased customer satisfaction. Disabling AI chat capabilities would similarly inhibit the ability to provide prompt responses and manage high volumes of inquiries, making it less effective in a customer service context.