How initiate dialog with the user by a third party (external event)?

Rasa Open Source
1

I have the following structure: there is a third party (an admin managing the external web-site). He needs to be able to initiate a conversation between rasa and client (via Twilio, but I guess this doesn’t matter).

So my idea was that admin action would post a trigger_intent to rasa API, which would initiate conversation. But how I can ‘pass’ this conversation to a user? So basically what I need is to ‘say’ to Rasa - if you get this intent, start the conversation via this channel. I know there is a CallBackInput, which makes Rasa post to another channel than that where the initial request comes from, but I can’t figure out how to make Rasa post some extra info that would help to identify which specific user was meant.

2

Hm, the normal use case for the proactive actions involves sending a notification to a user who already is talking to the bot. In this case, you’d have to start the conversation from the 3rd party. In that way you’d need a way to make sure that the 3rd party is specifying the sender ID in a way that will be handled by the output channel. Is that possible?

If so, yes, you should be able to do this via intent triggers.