Our client, Newday (acct no 61072788) are using InApp Messaging and are employing a Bot for routing – first, the customer should be greeted with the bot and then put through to the appropriate Agent. They say they have set the Engagement ID in their code but they are still being routed through to Human agent, at least on Android – please see below
Do I need to gather more info? Is it something they can change in the Android App or LivePerson Portal? What can I do to help them through this?