- Nodes:
- Handover to Agent — initiates the transfer to a human agent.
- Check Agent Availability — verifies if 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).
Working with Handover Providers
- GUI
- API
You can create, edit, and delete handover providers in Deploy > Handover Providers.