As bots aren’t perfect, we allow the transfer of a conversation to an agent.
To configure the transfer, you must provide the
session parameters and then the
onFinish, which are optional, but recommended.
queueId is the id of the queue where you want to transfer the conversation. If a queue with that id doesn't exist, it will transfer the chat into a random open queue.
onFinish allows you to specify a payload or a path in order to trigger the action that the bot will follow after the conversation with the agent has finished.
Here’s a simple example of how to transfer the conversation a queue with ID
HUBTYPE_DESK_QUEUE_ID. Once the human agent has solved the case, the bot will receive the payload
endConversation which will trigger the action
Note: The conversation is transferred to Hubtype Desk, so the
queueId must be the id of a queue inside Hubtype Desk. Contact us if you need to integrate with another CRM.
You can find the
HUBTYPE_DESK_QUEUE_ID by checking the URL
Edit Queue tab.
Note: If you run
withAgentId with the agent ID or
withAgentEmail with the agent's Hubtype Desk e-mail, without passing a queue parameter, the handoff is automatically done to the first queue assigned to the agent.
You can get an array of all the open queues of your Hubtype Desk with the simple Botonic function
Note: Both features are only available when the bot is deployed. When you are in development mode (
botonic serve command), you can press the button 'Continue' in order to emulate the resolution of a case.
Each time a Human Handoff is done a new case will be created in Hubtype's Desk.
When creating a new case you can autoassign this case to a specific agent using
getAvailableAgents as shown below.
You can also send relevant information to Hubtype Desk by specifying the optional parameter with
caseInfocan contain, as an example, the name of the action where the user get stucked. Will be displayed in case details in Hubtype Desk.
notecan be used to leave a message for other agents who don't have constancy of the case.
Note: For getting the agents with extra information, sorted by the number of cases that
are attending in Hubtype, you can use