Handoff to human agent - Live Chat Integration

[SudheshSolomon]

Hi Rasa team,

Any updates on this ticket - Integrate Rasa with Live Chat

I am waiting for a very long time to get an update on the same.

[chkoss (Christina Koß)]

Integrate Rasa with Live Chat

Hi @SudheshSolomon, There are multiple ways to do so: your frontend can route messages to a different backend when the bot sends some specific message you can use custom actions to forward messages to a human This second way is what @himanshus97 already suggested. You would want to implement a custom action that hands over to a human agent and use that as fallback action. If you add a button “Chat with a Live Agent”, have this button trigger the same custom action.

[Serge (Serge B)]

@chkoss Hi Christina. Can you elaborate how you suggest to trigger the custom action? Does it have to be fallback or is it just a known intent like ‘/send_to_agent’ ? Thanks

[chkoss (Christina Koß)]

Say you have a custom action action_handoff_to_human.

If you use this action as fallback action, it will automatically be triggered whenever the bot is not confident about any predicted action.

If you want to trigger it directly in certain situations, use an intent like /send_to_agent and have that intent trigger the custom action, by including it in your domain like this:

intents:
  - send_to_agent: {triggers: action_handoff_to_human}