Handover to Agent¶

Description¶

The Handover to Agent Node is a tool that enables AI Agents to pass on conversations to human agents in contact centers. This tool 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, select a handover provider within your Endpoint and set up the connection to your contact center.

Handover Process¶

A 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 does not 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.

Settings¶

General Settings¶

Parameter	Type	Description
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	Selector	- Below this Node - the user will be 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 will continue 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 will be 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 will be 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 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 user closes the tab with the chat or switches to a new URL address within the current tab.
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 opens a new URL on the same tab as the chat and then returns to the chat tab by clicking the ← (back arrow) at the top bar in the browser.

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.

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 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 user closes the tab with the chat or switches to a new URL address within the current tab.
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 opens a new URL on the same tab as the chat and then returns to the chat tab by clicking the ← (back arrow) at the top bar in the browser.
Custom Attributes	Add custom attributes in the `Key: Value` format, which allows you to include additional information.

Example for parameter Custom Attributes:

{
  "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.

Ring Central Engage Settings¶

Parameter	Type	Description
Additional Category Ids	IDs to be passed to the Ring Central Engage handover provider.
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 user closes the tab with the chat or switches to a new URL address within the current tab.
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 opens a new URL on the same tab as the chat and then returns to the chat tab by clicking the ← (back arrow) at the top bar in the browser.

For more information, read the Ring Central 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.