1. During customer interaction on a social media channel, the agent becomes aware that they need to obtain sensitive information from the customer.

2. The agent can send a unique link to the customer through the social media channel.

3. Upon clicking the link, the customer is redirected to a Live Chat window where they can resume their conversation with the agent. The agent is able to access the full context of the previous conversation that took place on the original social media channel, enabling them to carry on the conversation without any interruptions.

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Other reasons for deflection, apart from collecting sensitive PII information could be if the brand wants to initiate a video call, co-browsing session or use other Livechat specific features