Hi everyone! I saw this documentation about Handing off to a human agent , however it is not very clear. I wonder if anyone knows how to custom this action so that it sends a Slack message to a “live agent”, in this case, me? Thanks in advance! BR, Mia

Hi @mia.le0711 ! I actually implemented something like that last week :slight_smile: I created a custom action that: dispatch a message to the user that it is struggling and will handover to a human sends a message in a Slack channel with some information about the issue pause the bot by returning the ConversationPaused() event On Slack, you need to create an App and get your credentials. I gave it permission to post in any channel but that’s up to you. Using the Slack v1 API (it will be different if you use v2), I did something like: response = client_slack.api_call( "chat.postMessage", channel="#support", text=f"@botsupport user {tracker.sender_id}" is struggling! Please take over", link_names=1 ) Note that the link_ǹames is here because I am tagging a group of users in the text with @botsupport (this does not work with direct mention of a user, only groups) Finally, as mentioned in the doc you linked, I added a trigger on a specific intent to trigger this handover action. I also do something like that if the bot struggles several time in a row. Hope this helps!! Nicolas

The same problem when I upgrade to slackclient~=1.3.2, I get None [18]

hey @nbeuchat I still get no response from slack channel

Let’s forget about the bot for a moment. Can you send a message to the Slack channel from a normal python prompt? What response do you get from the slack client?

yes I send a message to the slack channel from a normal python prompt and I get this response {‘ok’: True, ‘channel’: ‘C0123EJAP3Q’, ‘ts’: …

Cool :slight_smile: From the log, it seems that there is 1) an async issue (that’s a huge pain, that’s why I downgraded to 1.3 as that worked for me), 2) you have not authenticated the client. How do you authenticate it? Can you also post the code of your action?

For custom actions I get same response code of my action : client_slack = SlackClient(token) class ActionHandoverToSupport(Action): def name(self): return “action_handover_to_support” def run( self, dispatcher, tracker, domain, ): events = [] text = f"@canal Help needed for user {tracker.sender_id}" response = client_slack.api_call( "chat.postMessage", channel="#chatbot", text=text, link_names=1 ) print(response) 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

Did you check that your token is correctly set here? From the logs you shared earlier it said you were not authenticated

when I used slackclient==1.3.2, I didn’t get any logs so my token is correctly [18]

I’ve got the simple part working using slackclient==2.5.0 with minor modifications to the code above: 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 In data/nlu.md: ## intent:request_human - let me speak to a human - agent - real person And domain.yml: actions: - action_human_handoff intents: - request_human: {"triggers": "action_human_handoff"} The message comes through to Slack just fine, but obviously there’s more to it than that and I’m not exactly sure what! It would seem that I somehow need to forward the messages sent by a human in Slack to the user connected to the Rasa bot, but how and where?

@mia.le0711 what @k1m was asking, once the conversation is paused and the initial message sent to Slack, how can the human operator take over from the bot in the conversation with the user? So the user’s messages must be forwarded to Slack, and the human operator’s messages must be forwarded to the user until it is indicated that the bot can take over again.

Handing off to human on Slack

Rasa Open Source

ahmadislam2111 (Ahmad Islam) December 2, 2021, 5:27pm 45

Would you please like to share demo code with me for similar implementation?

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Handing off to human on Slack

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