LiveChat Handover in the Flow Builder

When necessary, chatbot end-users can be transferred to a human agent via the LiveChat handover step. This allows users to continue their conversation with an agent, ensuring their requests are addressed. The LiveChat handover feature is available for Zendesk, Salesforce, and Nice CXOne.

Prerequisite: Connect the Agent Channel

Before using the LiveChat handover step, ensure you have connected either a Zendesk or Salesforce channel.

Salesforce LiveChat Handover

To set up a Salesforce LiveChat handover:

1. Add the LiveChat Handover Step: Insert this step into your flow and configure the messages for when an agent is available or unavailable.
2. Agent Availability Check: The chatbot checks your Salesforce workspace to see if an agent is available. If an agent is available, the user is redirected to them, and the agent receives the entire chat history.
3. Handling No Agent Availability: If no agent is online, you can offer Quick Replies to redirect the user to another Use Case.

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Troubleshooting

If you see the message, "Sorry, a technical problem occurred: could not make the handover availability request," possible issues include:

• Incorrect information in the agent channel (Salesforce Live Agent API Endpoint, Organization ID, Deployment ID, Button ID).
• The Salesforce API returned an error or timed out.

Zendesk LiveChat Handover

For configuring Zendesk LiveChat handover, refer to the detailed guide in Integrate - User Channels - Zendesk

Nice CXOne LiveChat Handover

To set up a Nice CXOne LiveChat handover:

1. Add the LiveChat Handover Step: Insert this step into your flow and configure the messages for when an agent is available or unavailable.
2. Agent Availability Check: The chatbot checks your Nice CXOne workspace to see if an agent is available. If available, the user is redirected to the agent, who receives the last 10 messages of the chat history.
3. Handling No Agent Availability: Offer Quick Replies to redirect the user to another Use Case if no agent is online.
4. Automatic Conversation Closure: The conversation will close automatically after 3-5 minutes of inactivity.

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Troubleshooting

If you encounter the message, "Sorry, a technical problem occurred: could not make the handover availability request," potential issues include:

• Incorrect information in the agent channel (Access Key ID, Key Secret, Point of Contact).
• The Nice CXOne API returned an error or timed out.