Handovers¶
Handover Providers are connectors between Cognigy.AI and Contact Centers. Conversations are passed between Cognigy.AI and a Handover Service using the Handover to Agent Node.
To establish a handover, you need access to a handover provider and its integration within an Endpoint that supports handovers. To set up the logic for escalating communication to the contact center, you can use the following Nodes and features:
- Nodes:
- Features:
- User Inactivity Detection
- Real-Time Queue Notifications (applicable only to Cognigy Live Agent)