Handing off to Human agent

[ravikrcs (Ravi Kumar)]

How to implement a Human Handoff feature in Bot? Is there any working code?

[Tobias_Wochinger]

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

In general it highly depends on your existing infrastructure, that’s probably why there aren’t any examples out there.

[ravikrcs (Ravi Kumar)]

I build using this repo: GitHub - moaazsidat/rasa-handoff: Experiments with Rasa human handoff but not working

[ravikrcs (Ravi Kumar)]

Thanks for Reply, please check this one

Rasa human handoff, messages sent while ConversationPaused aren't ignored

@moaazsidat Hi, I am trying to implement human-handoff feature in a Bot. I’m facing some problem while using the above mentioned piece of code. How were you testing your human handoff feature, like how where you conecting to the Human. I mean from where human can reply message to bot. Rasa shell: [handoff01] api.py: [handoff02] [handoff04] How human can interact with bot through api.py? @akelad

[Tobias_Wochinger]

The linked repository is very outdated (still uses the deprecated rasa_core and rasa_nlu). They used a custom action (rasa-handoff/actions.py at fa66c4f802d6edb1fb91bd59ab65dea4a736a40e · moaazsidat/rasa-handoff · GitHub).

[angshuman-agarwal]

Thanks for sharing this. Quite useful

[ravikrcs (Ravi Kumar)]

could you suggest me some ways to do human-handoff feature?

[Tobias_Wochinger]

@ravikrcs

Please see Handing off to Human agent . I think the first approach with having the frontend send messages to a different endpoint is the simplest and most scalable one.

[ravikrcs (Ravi Kumar)]

Thanks @Tobias_Wochinger can i use slack where human can takeover? how to do…

[Tobias_Wochinger]

Sure, the frontend can send the messages wherever you want to. Where are you currently stuck / what’s your setup so far?

[ravikrcs (Ravi Kumar)]

is it possible through webhook?

[ravikrcs (Ravi Kumar)]

want to create an action that interact with slack through webhook.

[Mappi (Jasper)]

A reliable way of accomplishing without switching the frontend for routing messages (which is a good way of going about it) would be defining your own policy in addition to a custom action to facilitate the communication. Give the policy the highest priority in your configuration and let it predict the action when a certain slot is triggered like handoff_active.

After you are done talking with the human agent you can unset the slot to finish the story and optionally predict some follow-up actions like feedback and whatnot.

[ravikrcs (Ravi Kumar)]

how to connect with slack and getback response?

[ravikrcs (Ravi Kumar)]

@Tobias_Wochinger Could you explain in brief or steps , how to perform handoff through slack or rocketchat live?

[arneverster]

Hey @Tobias_Wochinger!

Do you have any tips on forwarding the messages to a human?

[nchauras (Niraj Chaurasia)]

@ravikrcs

ou explain in brief or steps , how to perform handoff through slack or rocketchat live?

I have posted my implementation based on the suggestion from @chkoss in the following thread.

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

For future readers, this is the path I have taken so far: User types ‘talk to live agent’ or something similar. The custom action action_live_agent creates a live support chat in service now and sets the handoff_active to true. It also sets slots like live_chat_id (live chat id), live_chat_user (user_id to differentiate messages between agent and user), and live_chat_last_updated (timestamp of the last sent message to compare and only get the new messages later). The custom handoff policy Hand…

[Panka_Patidar (Pankaj Patidar)]

Hello @Mappi Thanks for your suggestion , i thinks thats really a good one but can your help me the custom policy how and what ? i am not getting what kind of policy will help me to hand over the human , please exaplain or guide me through this . Thanks

[paolo_1st (Paul Keyrouz)]

@nchauras would you please provide a working code to test it and customize it?

[nchauras (Niraj Chaurasia)]

Apologize for the delayed response. I have not been working on Rasa for a while now. Please let me know what code you need. You can reach out to me or we can work on a shared repo.