Hello, please advice how to implement handover action with different “target agents” correctly? We want to implement handover, but also give the possibility to specify an agent to handover the conversation to. I think of two ways of doing this and don’t know, which is better. Let’s have 3 agents Adam, Bob and Chris for example.
I define one
action_handover and use this in every story. Eg.
user: I want Chris to handle this bot: performing action_handover
But this way I would need to pass some “argument” alongside the action to specify Chris as a target agent. Only thing I could come up with is using a slot, is there any other way?
I define 3 separate actions
action_handover_chris and I use them in correct places in stories. Eg.
user: I want Chris to handle this bot: performing action_handover_chris
This way action server has the information about a target agent in the action name directly.
Question is - which solution is better for prediction engine? Is it better to predict one action and change just an argument/slot? Or is it better to predict separate actions for each agent?