Handover Settings

Cognigy.AI supports integrating with various Live Agent Tools, so that a user can be transferred to an agent at any point during the conversation by using a Handover to Agent Node in the Flow.

Channel Support

Supported Endpoints have a configuration tab called Handover Settings. In there, the Handover Platform that the user should be forwarded to when a Handover Node is triggered is selected and configured. Cognigy.AI currently has native support with the following Handover Platforms:

• Cognigy Live Agent
• Chatwoot
• RingCentral Engage
• Salesforce
• Genesys Cloud Guest Chat
• Genesys Cloud Open Messaging
• 8x8

The Endpoints that support handover are listed below:

• Facebook (Meta) Messenger
• LINE Messenger
• Azure Bot Services
• RingCentral Engage
• Slack
• Socket
• Sunshine Conversations
• WhatsApp
• Webchat
• Webhook