Ideal approach for Human Handoff?

I want to setup a system where customers can be transferred to live agents. I have gone through the financial-demo and helpdesk-assistant code but not sure How to introduce human. I tried to imitate this github repo but it doesn’t quite seem to work well. I don’t have a live agent chat platform as of now but i can develop one or might use existing products. Can someone give me a clarity on how to approach this problem step by step or a very useful resource? cc: @Juste

1 Like

Hi @mangesh. I would recommend selecting a live agent platform or other option (e.g. I have seen some users have the messages show up in a slack channel, where they use the thread to continue the conversation) first. This will make it easier to figure out how to go about approaching the handoff

1 Like

@tyd Thank you for the response! I have created a slack app for starters but struggling to find resources for perfect human handoff to slack. Can you suggest some resource or working code that I can make use of?

@mangesh Awesome. This looks like a good place to start :slight_smile:

@tyd that doesn’t seem to be actually a human handoff. We can only send message to slack channel once but can’t receive anything from slack. I want a conversation to take place between a human using rasa bot and a human using slack channel. Can you verify the code snippets mentioned in that thread? Do you happen to have any working example that I can refer?

It puts me in the dillemma that if human handoff is possible in rasa, why isn’t there working codes or tutorials anywhere on internet :sweat_smile:

We can only send message to slack channel once but can’t receive anything from slack. I want a conversation to take place between a human using rasa bot and a human using slack channel

@mangesh You can build off this idea and use the Slack API to have the conversation take place in the thread. I believe @k1m did this, so maybe they would be willing to give you more pointers

It puts me in the dillemma that if human handoff is possible in rasa, why isn’t there working codes or tutorials anywhere on internet

How to implement human handoff highly depends on the live agent platform you are using, channel connector you are using, and how you want it to work. This makes it tricky for us to offer a single way to do human handoff. That said, there are things we could do to generalise across the different approaches and make it easier to set it up for everyone. We have not had the resources to take this on yet, but it is on the near term roadmap

@tyd After going through all the relevant threads on the forum pertaining to this matter, it seems that no one has actually done a perfect human hand off using slack. Turns out the person you mentioned was also only asking question and couldn’t get a solution. But I think I can study the use of slack API in tad more depth and figure this out myself. Thank you for your time and Insights!

Happy to help. I have talked to Kim before and seen the handoff in Slack. He followed through with it. He just did not post his solution :slight_smile:

@tyd Alright! perhaps I should open a new thread and tag Kim to see if I can receive some help

1 Like