Handover to Agent

Description

The Handover to Agent Node enables AI Agents to pass on conversations to human agents in contact centers. This Node is useful when your AI Agent is unable to handle the complexity of the inquiry or when a human touch is necessary to address sensitive issues or provide personalized assistance. Besides adding this Node to the Flow, create a handover provider and an Endpoint and set up the connection to your contact center.

Handover Process

The handover process contains the following steps:

Identifying Edge Cases. When a user request is too specific for the AI Agent, it can suggest forwarding the user to a human agent without changing channels.
Integration with Agent Handover. Once the Handover to Agent Node is triggered, it sends a handover request to the contact center configured in the Endpoint Handover Settings, allowing a human agent to take over the conversation.
Flow Pausing and Resumption. When a handover is initiated, the Flow pauses until the end user cancels the request or an agent finishes the conversation. Upon completion, the Flow resumes execution below the Handover to Agent Node.
Handover Status. The handover status can be:
- completed — the agent finished the Handover.
- cancelled — the user canceled the request.
- error — an error occurred during the Handover.
The object that is exposed has the following structure:
```
{
  "handover": {
    "status": "completed"
  }
}
```
In case of an error status, the handover object is extended to contain additional information:
```
{
  "handover": {
    "status": "completed",
    "error": {
      "reason": "unsupported",
      "message": ""
    }
  }
}
```

In case a channel doesn’t support handover, the error reason is marked as unsupported. However, if there is an issue when contacting the handover provider, the error reason is marked as error. Use the Handover Status Token to access handover status in Flow.

Handover Status

To configure the AI Agent’s behavior based on the handover status, use a Lookup Node to handle different outcomes. Select the Handover Status option in the Lookup Node settings.

Handover Providers

For a list of supported Handover services, refer to the Handover Providers Overview documentation.

Parameters

Parameter	Type	Description
Handover Provider	Selector	Select the handover provider from the list. 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.
Handover Accepted Message	CognigyScript	The message to be outputted when the Handover is requested.
Repeat Handover Accepted Message	Toggle	Enable to repeatedly output the Handover Accepted Message if the user sends a message while waiting in the queue for an agent.

Cancel Handover Options

Parameter	Type	Description
Cancel Intent	CognigyScript	The Intent the user has to trigger to cancel the Handover request.
Cancel Button Text	CognigyScript	The text for a quick reply button that cancels the Handover request when clicked.

On Resolve Options

Parameter	Type	Description
Flow Continuation	List	Below this Node – the user is taken to the Node below the Handover Node once the agent resolves the conversation. In this case, the user would continue in a different flow, but the starting point would be the Node below the Handover Node. At current AgentInject Entrypoint – the user continues the chat at the current agent inject entrypoint. This option allows the agent to guide the user to a specific part of the chat and then give control back to the user.
Send resolve event to Virtual Agent	Toggle	Sending an event when the AI Agent resolves a conversation.

Live Agent Settings

Parameter	Description
Live Agent Inbox Id	Enter the Inbox ID that you obtained in the previous step.
Skills	Enter a list of skills that should be used to filter the available agents. For example, `technical support, billing`.
Languages	Enter a list of languages that should be used to filter the available agents. For example, `english, spanish`.
Priority	Select a priority for the conversation from the list. For example, `Urgent`.
Get Queue Position	Enable the system to retrieve the end user’s current queue position. This parameter is inactive by default.
Update Interval	Specify the interval, in seconds, for how often to receive updates on the queue status. This parameter appears if Get Queue Position is selected.
Get Estimated Wait Time	Enable the retrieval of the estimated wait time for the end user. This parameter is inactive by default.
Wait Time Update Interval	Set the interval, in seconds, for how often to receive updates on estimated wait time. This parameter appears if Get Estimated Wait Time is selected.
Alternative Update	The alternative update options when certain conditions are met. This parameter is inactive by default.
Maximum Queue Position	Set the threshold for the maximum queue position. If this threshold is reached, the alternative text is sent. This parameter appears if Alternative Update is selected.
Maximum Estimated Wait Time	Define the maximum estimated wait time in milliseconds. If this duration is exceeded, the alternative text is sent. This parameter appears if Alternative Update is selected.
Alternative Text	The message to be sent when either the maximum queue position or maximum wait time is reached. This parameter appears if Alternative Update is selected.
Enable User Connects Message	Notify human agents when an end user reconnects to the chat. The parameter is enabled by default. When the parameter is enabled, the message `User joined the conversation` appears in the chat as soon as the end user returns to the chat tab by clicking the ← (back arrow) at the top bar in the browser, after having opened a new URL on the same tab as the chat.
Enable User Disconnects Message	Notify human agents when an end user disconnects from the chat. The parameter is enabled by default. When the parameter is enabled, the message `User left the conversation` is sent as soon as the end user closes the tab with the chat or switches to a new URL address within the current tab.

For more information, read the Live Agent Handover Setup and Real-Time Queue Notifications documentation.

Salesforce Settings

Parameter	Description
Live Agent Base URL	The Base URL should be retrieved from the Salesforce installation. On the Home page, navigate to Feature Settings > Service > Chat > Chat Settings. On the Chat Settings page, go to the API Information > Chat API Endpoint. Copy the Endpoint value without the `/chat/rest` part. Example: `https://x.xxx-xx-xxx.salesforceliveagent.com`.
API Version	The API version value is `52`.
Organization ID	The ID of your organization in Salesforce.
Deployment ID	The ID of your deployment in Salesforce.
Button ID	The ID of your button for the related deployment in Salesforce. For more information, see Salesforce Handover.

For more information, read the Salesforce Handover documentation.

Salesforce MIAW Settings

Setting	Description
Send Transcript as first message	Allow Salesforce to receive the conversation transcript as the first message. If the transcript exceeds 3000 characters, it is split into multiple messages. This setting is turned off by default.
Conversation Routing Attributes	Pass custom data from the chat to Salesforce using key-value pairs. The keys are variables you define in the Omni-Channel flow in Salesforce, and the values are the data you want to send for each conversation. To set this up, follow the Map Pre-Chat Values in Omni-Channel Flow guide. Enter the data in JSON format. Example: `{"customerName": "John Doe","issueType": "Billing"}`. Here, `customerName` and `issueType` are Salesforce variables, and `John Doe` and `Billing` are the corresponding values sent from the chat. This parameter allows Salesforce flows to automatically use information collected in the chat to route conversations, pre-fill forms, or trigger specific actions.
Identity Token for Authenticated Users	Specify an access token generated via the Salesforce API to enable secure interactions for authenticated users with Salesforce MIAW. Before using this token, set up user verification on the Salesforce side. This setting is off by default; unauthenticated users can still interact.
Enable User Connects Message	Notify human agents when an end user reconnects to the chat. The parameter is enabled by default. When the parameter is enabled, the message `User joined the conversation` appears in the chat as soon as the end user returns to the chat tab by clicking the ← (back arrow) at the top bar in the browser, after having opened a new URL on the same tab as the chat.
Enable User Disconnects Message	Notify human agents when an end user disconnects from the chat. The parameter is enabled by default. When the parameter is enabled, the message `User left the conversation` is sent as soon as the end user closes the tab with the chat or switches to a new URL address within the current tab.
End Handover on Participant Change	Allow the handover to end automatically when a human agent is removed from a Salesforce MIAW conversation. The parameter is turned off by default. Instead of waiting for the conversation close event, which Salesforce may not always send, this setting relies on the participant change event to trigger the end of the handover.

For more information, read the Salesforce Handover documentation.

Genesys Settings

Parameter	Description
Language	Specify a language for the conversation. For example, `english`, `spanish`, `german`.
Skills	Define skills for the conversation. For example, `escalation`.
Priority	Set the priority for the conversation. For example, `1`. If a priority is set, it triggers a flow in Genesys to prioritize or de-prioritize the conversation within the queue. Note that this functionality requires the appropriate flow to be set up in Genesys.
Enable User Connects Message	Notify human agents when an end user reconnects to the chat. The parameter is enabled by default. When the parameter is enabled, the message `User joined the conversation` appears in the chat as soon as the end user returns to the chat tab by clicking the ← (back arrow) at the top bar in the browser, after having opened a new URL on the same tab as the chat.
Enable User Disconnects Message	Notify human agents when an end user disconnects from the chat. The parameter is enabled by default. When the parameter is enabled, the message `User left the conversation` is sent as soon as the end user closes the tab with the chat or switches to a new URL address within the current tab.
Custom Attributes	Add custom attributes in the `Key: Value` format, which allows you to include additional information.

Example for the Custom Attributes parameter:

{
  "section": "section A",
  "region": "Europe"
}

For more information, read the Genesys Cloud Guest Chat and Genesys Cloud Open Messaging documentation.

8x8 Settings

Parameter	Description
8x8 Channel Id	Specify the channel ID that you created during the 8x8 configuration. You can find this ID in the 8x8 admin console. Navigate to Channels > Chat API. In the channel list, find the channel that you created. Copy the ID from the channel row.
8x8 Queue Id	Specify the header value required for authenticating API calls to the 8x8 system. You can find this ID in the 8x8 admin console. Navigate to Channels > Chat API. In the channel list, find the channel that you created. Copy the Queue ID from the channel row.
8x8 JSON properties	Extend 8x8 properties with custom JSON.

For more information, read the 8x8 Handover Setup documentation.

RingCentral Engage Settings

Parameter	Type	Description
Additional Category Ids	IDs to be passed to the RingCentral Engage handover provider.
Enable User Connects Message	Notify human agents when an end user reconnects to the chat. The parameter is enabled by default. When the parameter is enabled, the message `User joined the conversation` appears in the chat as soon as the end user returns to the chat tab by clicking the ← (back arrow) at the top bar in the browser, after having opened a new URL on the same tab as the chat.
Enable User Disconnects Message	Notify human agents when an end user disconnects from the chat. The parameter is enabled by default. When the parameter is enabled, the message `User left the conversation` is sent as soon as the end user closes the tab with the chat or switches to a new URL address within the current tab.

For more information, read the RingCentral Engage Integration documentation.

Event Settings

Parameter	Type	Description
Send Queue Event	Toggle	Sends an event to the Flow once the Handover is queued.
Send Active Event	Toggle	Sends an event to the Flow once the Handover is active.

Overview

AI Agents

Human Escalation

Platform Features

For Developers

Administration and Installation

Description

Handover Process

Handover Status

Handover Providers

Parameters

More Information

Overview

AI Agents

Human Escalation

Platform Features

For Developers

Administration and Installation

​Description

​Handover Process

​Handover Status

​Handover Providers

​Parameters

​More Information

Description

Handover Process

Handover Status

Handover Providers

Parameters

More Information