Live Chat Handover

The Live Chat Handover solution contains an example flow containing the logic for (pro-actively) handing the user over to a live agent. The flow contains triggers for explicit requests to talk to an agent, but also a prompt trigger that will activate when certain flows (like the safetynet) are triggered 3 times in a row. Before the handover takes place, a transcript of the dialog is created that can be provided to the live agent.

Note that this solution does not perform the actual handover to a live agent as the requirements for such a handover depend on the live chat service used.

Core concepts

• Prompt trigger
• Check live agent availability (simulated)
• Concatenation of output nodes
• Creating a transcript of the conversation
• Using an output parameter to instruct the client application to initiate a handover to a live agent

Example conversations

User: I want to speak to a human
Bot: There is a live chat agent available. Would you like me to transfer you?

User: Yes please
Bot: OK, I will transfer you now. Thank you for your patience, the agent will respond shortly.

 

User: I want to return my soup, there was a fly in it
Bot: I'm sorry but I didn't get that.

User: There was a fly in my soup!
Bot: I'm not sure I know what you mean?

User: You are not helping!
Bot: I'm sorry it wasn't helpful. Perhaps you prefer to talk to a live chat agent. Would you like me to transfer you?
User: Yes please
Bot: OK, I will transfer you now. Thank you for your patience, the agent will respond shortly.

 

User: Live chat
Bot: Currently there are no live agents available. Is there anything I can help you with?

For transcripts related to ASCII alphabet we recommend the use of actionJson variable. For UTF-8 please use the utfJson variable.

Solution components

This solution contains the following components:

Name	Type	Description
Live Chat Handover	Folder	Folder that holds subfolders for the flows in this solution.
The user wants to speak to a real person (Live Chat)	Flow	Stored in the 'Live Chat Handover > Flows' folder.
Live Chat Handover Triggers	Order group	Order group which contains the syntax triggers for this solution.
Live Chat Handover	Prompt trigger order group	Order group that contains the prompt trigger.
DialogTranscriptHelper.groovy	File	File stored in the Resource File Manager. If you import this solution into a solution that already contains this file, the imported file will be added to the end of the list of the existing files. You should manually remove the duplicate.

Make sure you check for possible conflicts before you import this solution into an existing solution (merge solutions).

Download

1. Download the solution here.
2. Import the solution into Teneo studio. We recommend you to import it into a solution that is based on the Teneo Dialogue Resources English.
3. Once imported, please make sure to assign the Lexical Resources:
4. If you are using the Teneo Dialogue Resources (TDR), disable the flow 'The user wants to speak to a real person (Live Chat)' in the folder 'Dialogue' -> 'My Company'. Otherwise, this flow will steal inputs from the solution you are about to import.