CODEWITHSUNDEEP
dialogflow-es
Adnan
Adnan

Reputation: 195

Dialogflow human takeover

I am creating a bot for a bank using Dialogflow. I wanted to keep am option to talk with a Customer representative. If a customer wanted to talk with a customer representative, the bot Should stop and the customer representative starts the chat with a customer. How it is possible In Dialogflow.

Upvotes: 3

Views: 1134

Answers (3)

Shivan A.
Shivan A.

Reputation: 767

Another option is if you have the phone gateway integration enabled, Click 'Add Response' under the DIALOGFLOW PHONE GATEWAY tab and just select Transfer Call.

Upvotes: 0

Harish
Harish

Reputation: 159

This is currently not possible because dialogflow does not provide any web interface to achieve this, but in dialogflow usually the "input.unknown" action used to deliver a conversation to a human. Default fallback intent is triggered and the associated action is added to the response, and you also need to write a logic to what bot should do after that.

But if you're looking to avoid this hassle, I 'd suggest you use a chat widget tool like Kommunicate, which provides a dashboard UI as well as a chat widget. In fact, they also have a pre-built rich message template to create menu options to deliver a conversation to a human agent. Please check this link for more info

PS: I work for kommunicate

Upvotes: 1

Marc Asmar
Marc Asmar

Reputation: 1577

That option is only available by creating your own custom implementation.

Check out this example here

It can also depend on the channel you are using For example, if you are using Facebook Messenger you can achieve that using the Handover Protocol in your custom implementation

Upvotes: 2

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