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chris1265's avatar
chris1265
Copper Contributor
Jun 05, 2019

Agent unable to "takeover" end user´s conversation

I have follwed the steps mentioned here:

https://github.com/Microsoft/HealthBotContainerSample/tree/live_agent_handoff

 

The agent is able to "List" current chat rooms.

But how to add so the agent can "takeover" a end user´s conversation? (Or the opposite: the end-user can write a command (for e.g. 'agent') to come to an Agent instead the bot)

 

 

  • Adam Walker's avatar
    Adam Walker
    Icon for Microsoft rankMicrosoft
    Jun 09, 2019

    Hi chris1265 

     

    You need to trigger the built-in agent scenario to connect an agent with an end user.
     
    1. Verify that handoff is enabled. Navigate to Configuration > Conversation > Handoff and make sure the toggle is on. 
    2. Create a custom scenario that includes Handoff. In the scenario editor drag a "Begin" control onto the canvas and select handoff as the scenario to begin. 
    3. In the end user webchat  application trigger the custom scenario you built (you will need to connect it to a language model)
    I hope that makes sense. Let us know if you get stuck
     
    Regards, Adam
    • chris1265's avatar
      chris1265
      Copper Contributor
      Jun 26, 2019

      Adam Walker 

       

      Thanks for your reply.

       

      I have followed all the steps. But the same problem occurs. Any more idea? Thanks

       

       

      • Adam Walker's avatar
        Adam Walker
        Icon for Microsoft rankMicrosoft
        Jun 28, 2019

        chris1265 

         

        I'm not sure I understand, please describe the steps and the problem you are seeing?

         

        If you can send screenshots that will be helpfull. 

         

        Thanks. 

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