Handing off to human on Slack

Rasa Open Source
13

Hey @KhalidBentaleb, sure, have a look! I simplified it a bit as we have quite some code specific to our use case just to generate the right message for our customer support team.

I am using the slack client 1.3 (slackclient~=1.3) as I had issues with version 2. link_names is set to 1 so as to have the mention with @customersupport work (only works with groups, not individual users).

class ActionHandoverToSupport(Action):
    def name(self):
        return "action_handover_to_support"

    def run(
        self,
        dispatcher,
        tracker,
        domain,
        reason: Text = None,
    ):
        events = []
        text = f"@customersupport Help needed for user {tracker.sender_id}"
        response = client_slack.api_call(
            "chat.postMessage", channel=SLACK_SUPPORT_CHANNEL, text=text, link_names=1
        )

        if response.get("ok"):
            dispatcher.utter_message(template="utter_handover_to_support")
            events.append(ConversationPaused())
        else:
            dispatcher.utter_message(
                template="utter_technical_issue",
                extra_message="I could not send a message to my humans 😢",
            )

        return events

Hope that helps!! Nicolas