Hi Team, Can you help me on transfer chat to live agent feature in kore.ai
How do I configure this into my chatbot?
Hello Saidulu,
Welcome back to Kore.ai Community.
transferring a chat to a live agent is a built-in feature in Kore.ai and can be achieved through the Agent Transfer node.
Please find the below steps.
Configuration:
- Access the Kore.ai Bot Builder https://bots.kore.ai/.
- Choose the bot where you want to enable agent transfer.
- Open or create a new dialog task (think of it as a conversation flow).
- Add Agent Transfer Node: Within the dialog task, locate the option to add nodes and select the “Agent Transfer” node.
Agent Transfer Node Settings:
- Provide a name (e.g., Live Chat Transfer) and a description for easy identification.
- Depending on your setup, you might need to configure the agent transfer integration here.
This typically involves selecting an existing integration or creating a custom one using the BotKit SDK.
Additional Configurations (Optional):
- Associate variable namespaces to the node for advanced control over conversation flow.
- Configure specific settings for chat or voice channels if needed (e.g., agent notification messages).
Execution:
Once you’ve configured the Agent Transfer node, when the conversation reaches that point in the dialog flow, the bot will initiate the transfer to a live agent.
This can be triggered by various conditions, such as:
- User explicitly requesting an agent.
- Bot failing to understand user intent.
- Sentiment analysis indicating user dissatisfaction.
Documentation:
For a more detailed guide with screenshots, refer to the Kore.ai documentation on Agent Transfer: https://developer.kore.ai/docs/bots/how-tos/how-to-configure-agent-transfer/
Additionally, you can find information about configuring Custom Agent Integration using BotKit SDK: https://developer.kore.ai/docs/bots/how-tos/how-to-configure-agent-transfer/
Hope this helps.
Thank you,
Srujan Madderla
Kore.ai Community Team
1 Like
