- Nodes:
- Handover to Human Agent — initiates the transfer to a human agent.
- Question — initiates the transfer to a human agent either when a specific Intent is detected or when the AI Agent misunderstands the user’s input.
- Check Agent Availability — verifies whether human agents are free to take over.
- Lookup — monitors handover status, for example, completed, canceled, error, queue.
- Close Handover — ends the handover process when appropriate.
- Set Handover Inactivity — defines timeouts for inactive handovers.
- Features:
- User Inactivity Detection — triggers actions based on user silence.
- Real-Time Queue Notifications — provides live updates on queue status (applicable only to Cognigy Live Agent).
Endpoints Compatible with Handover Providers
The Endpoints that support handover are listed below:- 8x8
- Azure Bot Services
- Facebook (Meta) Messenger
- LINE Messenger
- RingCentral Engage
- Slack
- Socket
- Sunshine Conversations
- Voice Gateway
- Webchat
- Webhook
Working with Handover Providers
- GUI
- API
You can create, edit, and delete handover providers in Deploy > Handover Providers.