Webchat with live operator

[nchauras (Niraj Chaurasia)]

I used the following solution to achieve handoff to live agents. In my case, the front end is MS Teams and the live operator uses service now chat.

Forwarding messages to Slack and vice versa for human hand-off

Hi, one possible way to accomplish that would be the following: So this means you have one action action_human_handoff like you suggest above. In addition to what it does already, have it set a slot like handoff_active. add a policy like described in the post I linked And then for sending messages back and forth between the user and the human support, you could implement another custom action like action_talk_to_human which your policy always predicts while the handoff_active slot is set. …

I have posted my implementation in the same thread:

Forwarding messages to Slack and vice versa for human hand-off

For future readers, this is the path I have taken so far: User types ‘talk to live agent’ or something similar. The custom action action_live_agent creates a live support chat in service now and sets the handoff_active to true. It also sets slots like live_chat_id (live chat id), live_chat_user (user_id to differentiate messages between agent and user), and live_chat_last_updated (timestamp of the last sent message to compare and only get the new messages later). The custom handoff policy Hand…