Live Agent Escalation only for specific clusters

Hi there - was wondering if it is possible to set up live-agent escalation for only certain clusters in the case base? For example, if we only have live agents that have knowledge on 1/2 of the content, can only those clusters allow escalation to a live agent instead of all the clusters?

Thank you!

Hi Jennifer, it’s so good to have you here, in the eGain Community! I have approached the SME for this topic and hopefully will soon have a reply for you. Thanks!

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Jennifer, are you using the Virtual Assistant or only Guided Help?

Hi Shalini - just Guided Help.

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Thanks, Jennifer. With Guided Help, you will need to customize the templates to support escalation to agents. You’ll need to contact eGain for help with it.