Check Agent Availability

Description

This Node checks the availability of agents with specific skills. With this Node, you can manage your Flow, for example, send notifications to the user that the agent is unavailable at the moment, or suggest an alternative response.

The Check Agent Availability Node supports the following handover providers:

Cognigy Live Agent

Genesys Cloud: Guest Chat and Open Messaging

Chatwoot

Parameters

Parameter	Type	Description
Handover Provider	Selector	Select the handover provider from the list and configure the handover accordingly. The Legacy option is selected by default, meaning the Node configuration points to the settings in Deploy > Endpoints > Handover Settings. To select a provider from the list, you need to either migrate your settings to the Handover Providers interface or create this handover provider from scratch.

Live Agent

Parameter	Type	Description
Skills	CognigyScript	A list of skills that should be used to filter the available human agents.
Live Agent Inbox Id	CognigyScript	The ID of your Inbox in Live Agent.
Languages	CognigyScript	A list of languages that should be used to filter the available human agents.

Genesys Cloud

These settings are applicable to both Genesys Cloud Guest Chat and Genesys Cloud Open Messaging.

Parameter	Type	Description
Skills	List	A list of skills that should be used to filter the available human agents.
Profile Skills	List	A list of profile skills that should be used to filter the available human agents.
Language Skills	List	A list of language skills that should be used to filter the available human agents.

Chatwoot

Parameter	Type	Description
Chatwoot Inbox Id	CognigyScript	The ID of your Inbox in Chatwoot.

Storage Options

Parameter	Type	Description
Where to store the result	Select	The storage for the search results. Select a storage: Input — the content is stored in the Input object. Context — the content is stored in the Context.
Input Key to store result	CognigyScript	The location in the input object where the result is stored. For example, `input.knowledgeSearch`.
Input Context to store result	CognigyScript	The location in the context object where the result is stored. For example, `context.knowledgeSearch`.

Error Handling

Parameter	Type	Description
Error Logging	Select	You can select one of the Error Logging options: Don’t log errors — this parameter doesn’t allow errors to be logged. It’s suitable for environments where error tracking isn’t desired, such as production systems, to maintain clean logs. Log error codes and responses — this parameter records essential information, including error codes such as HTTP status codes, and the responses received from the server. It’s useful for basic troubleshooting and understanding error contexts. Log full errors and request payloads — this parameter provides comprehensive error logging. It not only captures error codes and responses but also logs the complete error messages or details and the entire request payload sent to the server. Be cautious with this option, as it can expose sensitive data. It’s most beneficial for in-depth debugging and diagnostics.
Abort Flow Execution on Error	Toggle	Halts Flow Execution on HTTP status codes greater than 299.

Example

To build a Flow using the Check Agent Availability Node, follow these steps:

In the Flow editor, add a Check Agent Availability Node and enter the required values. For example, for the Live Agent handover provider, you need to specify Live Agent Inbox Id, Skills, and Languages that help you sort available agents.

Below the Check Agent Availability Node, add an IF Node and configure the Condition fields as follows:

Click and select the Available Agents Token.
Select >.
Enter 0.

Below your Then child Node, add a Handover to Human Agent Node. Enter the required values for your handover provider. For example, for the Live Agent handover provider, you need to specify Live Agent Inbox Id, Skills, and Languages that help you route the conversation to available agents.

Below the Else child Node, add a Say Node and specify the following text in the Text field: All of our agents are currently assisting other customers. Please try again later.

To test your Flow, use Demo Webchat.

Check Agent Availability example Flow with If and Handover Nodes

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