This thread was very helpful to get started with a human hand-off in RASA, but there’s still some way to go before we have a working example. In this particular thread, code is provided that will allow us to send a message to a Slack channel when a user requests to talk to an agent. It is not discussed how the agent can forward messages back to the user and how the user can continue to engage with the agent until it is indicated that the bot can take over again. The main issue to solve is the following: how can we extend the code in order to send user messages to Slack and Slack messages to the user so long as the hand-off is required? The custom action provided in the thread looks as follows: import os from slack import WebClient from slack.errors import SlackApiError client_slack = WebClient(token=os.environ["SLACK_API_TOKEN"], run_async=True) SLACK_SUPPORT_CHANNEL = os.environ["SLACK_SUPPORT_CHANNEL"] class ActionHumanHandoff(Action): def name(self): return "action_human_handoff" async def run( self, dispatcher, tracker, domain, reason: Text = None, ): events = [] text = f"Help needed for user {tracker.sender_id}" try: response = await client_slack.chat_postMessage( channel=SLACK_SUPPORT_CHANNEL, text=text ) if response.get("ok"): dispatcher.utter_message(template="utter_handover_to_support") events.append(ConversationPaused()) except SlackApiError as e: dispatcher.utter_message( template="utter_technical_issue", extra_message=e.response["error"], ) return events

I think it’s not a good approach to use Rasa as the centralized messaging router. It’s not designed to play this role. Even if you implement the suggested solution, your tracker store will contain conversations that are unrelated to the domain of the bot. Instead, there should be a client UI that switches between Rasa and other services (Slack, another Rasa bot, etc). The action would send a message that the client UI recognizes as a transfer (via slot metadata) and pauses the conversation. The UI then connects to Slack or some other service.

@manoj_kumar I have not been working on the handoff for a while now. I am unable to share exact codes due to org restrictions. However, I can help you with your implementation. You can reach out directly or I can collaborate on a shared GitHub repo.

Also interested in your implementation here. I am trying to do the same thing, where the customer is using SMS and the live agent is using Slack. Would also like to log all the messages from user and bot into the Slack channel so the live agent can see the whole history. If you are available to consult, I would be very glad for it.

@ nchauras Can we get the python code above for the handoff steps?

I got the concept still not able to implement. Not found any simple implementation of it yet.

If you can provide any simple implementation for this, It will be very helpful for me.

hi i have tried the above app but not able to call the api mentioned in the app could you please share me the code

@armanjindal have you completed the implementation yet could you please share me the code

please can you share the code for human hand off

Hello @arpitd143 . Got a little sidetracked on this project, and this took the back burner for a little bit. As I mentioned this is only a (slightly hacky) one-way transfer from Twillo (so WhatsApp & SMS) to RocketChat. Got the vise part but versa figured out. I check if I have called ‘action_default_fallback’ twice in a row, and if that’s the case (and the input channel is WhatsApp), I then call this method : [Screen Shot 2021-06-04 at 1.08.43 PM] You get the ‘url’ by downloading the app to your rocketchat server and clicking the settings. Admin–> Settings → App. The detailed steps are here . Make sure you have the bot working first on rocket chat, and then give it the role of ‘live chat agent’. It is finicky to set up. I am still working on it. Once I do I plan on writing up a tutorial since RocketChat takes care of a lot of live-agent routing on their end, and might serve as a great OmniChannel Human Handoff platform.

Every one is talking about handoff policy can any one suggest how to implement it using slot

Forwarding messages to Slack and vice versa for human hand-off

Rasa Open Source

hasnainr (Hasnain) September 1, 2023, 11:48am 45

@armanjindal Any luck with it? Would be awesome to see how this integration works.

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Forwarding messages to Slack and vice versa for human hand-off

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