Handoff to human agent - Live Chat Integration

Hi Rasa team,

Any updates on this ticket - Integrate Rasa with Live Chat

I am waiting for a very long time to get an update on the same.

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@chkoss Hi Christina. Can you elaborate how you suggest to trigger the custom action? Does it have to be fallback or is it just a known intent like ‘/send_to_agent’ ? Thanks

Say you have a custom action action_handoff_to_human.

If you use this action as fallback action, it will automatically be triggered whenever the bot is not confident about any predicted action.

If you want to trigger it directly in certain situations, use an intent like /send_to_agent and have that intent trigger the custom action, by including it in your domain like this:

  - send_to_agent: {triggers: action_handoff_to_human}