Dialogflow messenger : transfer to a live agent

Lou Y

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May 6, 2021, 9:41:09 AM5/6/21

to Dialogflow Essentials Edition users

Hi,

Im using dialogflow for Facebook messenger.

Is that possible to transfer to a live agent when someone can answer and reactive the bot when we are away from keyboard?

Or something where we can stop the bot when we need and activate it when we need ?

Thanks to all :)

Sway (Cloud Support)

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May 7, 2021, 10:55:52 AM5/7/21

to Dialogflow Essentials Edition users

In order to configure this outcome, first you'll need to utilize a custom implementation, here's an example [1].

You can set the action "input.unknown" within Dialogflow is used to deliver the converstaion to a live agent, which then triggers the default fallback intent and the associated action is then added to the response (handoff to an agent).

You can also integrate with a third-party tool to handle the handoff, as mentioned in more detail here [2].

There is also a pre-general available offering in which a Dialogflow agent can be designed so that certain matched intents then triggers the Dialogflow agent to hand off the conversation to a human agent. There are 2 options that help to achieve this [3].

[1] https://cloud.google.com/agent-assist/docs/handoff#indicating_handoff_in_your_intent_response

[2] https://github.com/dialogflow/agent-human-handoff-nodejs

[3] https://cloud.google.com/agent-assist/docs/handoff