Graphlogic.ai documentation

How to create your Agent

Transferring to an operator

When the

@Bot User⁠

communicates with the

@Agent⁠

, there may be situations where the best solution would be to switch the dialogue from the

@Agent⁠

to a live operator, for example:

the

@Agent⁠

does not have an answer to the

@Bot User⁠

's question;

The

@Bot User⁠

asked to connect the operator;

The

@Agent⁠

recognized the negative attitude of the

@Bot User⁠

(the

@Bot User⁠

expresses anger, discontent, uses swear words);

The

@Bot User⁠

sent a long text message;

The dialogue drags on and/or becomes cyclical.

There are also other scenarios where it is necessary to connect a person, for example, work in an authorized zone.

To implement the translation to the operator, it is necessary to use an omnichannel platform, through the interface of which the operator will take into account the

@Bot User⁠

's appeal.

In order to configure the possibility of translating the dialog with the Interlocutor from the

@Agent⁠

to the operator, it is necessary to provide for the translation of the

@Agent⁠

in the

@Script⁠

, as well as to set the settings in the selected omnichannel platform through which operators will connect to the dialog.

Transfer to an operator in various omnichannel platforms

To make a transfer to an operator the

@Change Chat Mode⁠

@Slot⁠

is usually used. However, when outputting an

@Agent⁠

to some of the omnichannel platforms, it is required to use the

@External Request⁠

@Slot⁠

. You can learn more about this from the table:

Omnichannel platform

How to transfer to an operator

⁠

@Edna Chat Center

⁠

@Change Chat Mode

⁠

@External Request

⁠

using API method

⁠

@Webim

⁠

@Change Chat Mode

⁠

Important: there must be a

@Wait For Reaction

⁠

in front of the

@Change Chat Mode

⁠

@Slot

⁠

, otherwise the transfer to an operator will not work.

⁠

@Webim2.0

⁠

@External Request

⁠

@Jivo

⁠

@Change Chat Mode

⁠

@Livetex

⁠

@Change Chat Mode

⁠

@Chat2Desk

⁠

@External Request

⁠

@Chat API

⁠

@External Request

⁠

There are no rows in this table

⁠

Transfer to an operator in various omnichannel platforms

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