Key Benefits
Using Handover Status in your Flows provides several benefits:- Improved user experience. Keep end users informed about their status, estimated wait time, and position in the queue, while preventing confusion from duplicate chats.
- Smarter automation. Automatically route conversations based on real-time status, trigger fallback handling, or escalate when errors occur.
- Context-aware communication. Send tailored messages depending on whether a conversation is queued, active, completed, or in progress.
- Flexible integration. Compatible with multiple platforms, including Cognigy Live Agent, Genesys Cloud, and RingCentral Engage.
How it Works
To react to handover statuses, use a Lookup Node directly after the Handover to Agent Node. A Lookup Node creates different Flow paths based on a chosen operand. The example shows how to structure your handover logic using a Lookup Node with Handover Status:
Supported Statuses
The table lists all handover statuses you can configure in the Case Node following a Lookup Node.| Status | Description | Restrictions |
|---|---|---|
| Completed | Conversations are resolved successfully. Agent assistance is provided. | – |
| Cancelled | Conversations are ended by users, indicating termination before resolution. | – |
| Error | Conversations are encountering issues. This could be technical, communicative, or due to misinformation. Human agents can step in to resolve. | – |
| Events | Conversations are triggered by specific events, such as important updates or time-sensitive actions that guide the flow forward. | – |
| Active | Conversations are actively managed by a human agent. | – |
| Queue | Conversations are on hold, waiting for an agent. You can inform the user with a Say Node, for example: Estimated time: {{input?.handover?.data?.estimatedWaitTime / 1000}} seconds and Position: {{input?.handover?.data?.position}}. If you use Agent Copilot, add a Handover Node, Lookup Node, and a Say Node in your Copilot Flow. In the Main Flow, add a Go To Node after the Queue Case Node to lead into the Copilot Flow. | Only available for:
|
| Handover Already in Progress | Triggered when the same user ID opens multiple conversations. The older conversation becomes inactive and is linked to the newer one in the same agent chat window. Add a Say Node to notify the user that the older chat is now inactive. | Only available for Genesys Cloud Messaging |
| genericHandoverUpdate | Used for messages from the Genesys Bot. Normally routed to agents, but you can configure it to also show to end users. | Only available for Genesys Cloud Messaging |