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:
  • Handover to Agent
  • Check Agent Availability
  • Lookup
  • Close Handover
  • Set Handover Inactivity
• Features:
  • User Inactivity Detection