At any time, a self-service user can request a live agent, if live agents are online. You can request a live agent if you are not satisfied with the virtual agent response or if you just want to chat with a human being. You can chat with a live agent only after you have initiated a chat with the virtual agent. If you attempt to start a chat with a live agent before you ask a question of the virtual agent, the virtual agent asks you to submit your question first.
If the Chat Application Status has been set to Agent Only by the system administrator, the virtual agent does not appear at all and all questions are submitted directly to a live agent.
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