Handing off to Human agent

[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…