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Setup a Cognigy.AI Flow for Handover

Setup a Flow for Handover

Once you have Setup your Endpoint for Handover to Live Agent, you can setup your Flow for handover to Live Agent.

Create a new Flow with a Handover To Agent Node, as seen in the following screenshot.

Cognigy.AI Handover Flow Screen
Cognigy.AI Handover Flow Screen

Within the Handover to Agent Node you need to set the Live Agent Inbox ID field under Live Agent Settings with the Inbox ID found in the previous step.

Login to Live Agent and Test Conversations

Now it is time to test that everything is working.

Go back to the Endpoint Editor, click on Open Demo Webchat.

Say "Hi", and click the send button to start the Conversation.

Webchat Screen
Webchat Screen

Next let's check the Live Agent conversations.

The Live Agent Inbox should contain the Cognigy.AI messages, plus what the customer has sent.

Open a tab with Live Agent via the User Menu.

User Menu

Find the Conversation by clicking the Conversation bubble on the left. Next, click on the All tab.

Live Agent Conversation Screen
Live Agent Conversation Screen

Open the Conversation, and send a message from Live Agent.

Live Agent Conversation
Live Agent Conversation

This messages should also appear on the Cognigy.AI Webchat window.

Cognigy.AI Webchat
Cognigy.AI Webchat

Congratulations! You have had your first Conversation in Live Agent!

Next Steps - Adding Agents and Admins

Next, you can add more Agents and Admins, and assign them to Inboxes in Live Agent:

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