GETTING STARTED
Kore.ai XO Platform
Virtual Assistants Overview
Natural Language Processing (NLP)
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Quick Start Guide
Accessing the Platform
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Building a Virtual Assistant
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CONCEPTS
Design
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Overview
Dialog Tasks
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Dialog Tasks
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Intent Node
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Logic Node
Bot Action Node
Service Node
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Script Node
Process Node
Agent Transfer
Node Connections Setup
Context Object
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Supported Entity Types
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Knowledge Graph
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Traits, Synonyms, and Stop Words
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Introduction
Move Question and Answers Between Nodes
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From a CSV File
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Importing Knowledge Graph
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Auto-Generate Knowledge Graph
Alert Tasks
Small Talk
Digital Skills
Overview
Digital Forms
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Introduction
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Default Standard Responses
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Multi-intent Detection
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Conversation Driven Dialog Builder
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Overview
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Deploy
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Introduction
Overview Dashboard
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Users Dashboard
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Custom Dashboards
Introduction
Custom Meta Tags
Create Custom Dashboard
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Smart Bots
Universal Bots
Introduction
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Store
Manage Assistant
Plan & Usage
Overview
Usage Plans
Support Plans
Invoices
Authorization
Multilingual Virtual Assistants
Get Started
Supported Components & Features
Manage Languages
Manage Translation Services
Multiingual Virtual Assistant Behavior
Masking PII Details
Variables
Collections
IVR Settings
General Settings
Assistant Management
Manage Namespace
Data as Service
Data Table
Table Views
App Definitions
Sharing Data Tables or Views
HOW TOs
Build a Travel Planning Assistant
Travel Assistant Overview
Create a Travel Virtual Assistant
Design Conversation Skills
Create an ‘Update Booking’ Task
Create a Change Flight Task
Build a Knowledge Graph
Schedule a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Train the Assistant
Use Traits
Use Patterns
Manage Context Switching
Deploy the Assistant
Configure Agent Transfer
Use Bot Functions
Use Content Variables
Use Global Variables
Use Web SDK
Build a Banking Assistant
Design Conversation Skills
Create a Sample Banking Assistant
Create a Transfer Funds Task
Create a Update Balance Task
Create a Knowledge Graph
Set Up a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Add Data to Data Tables
Update Data in Data Tables
Add Data from Digital Forms
Train the Assistant
Composite Entities
Use Traits
Use Patterns for Intents & Entities
Manage Context Switching
Deploy the Assistant
Configure an Agent Transfer
Use Assistant Functions
Use Content Variables
Use Global Variables
Intent Scoping using Group Node
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters
APIs & SDKs
API Reference
API Introduction
API List
API Collection
koreUtil Libraries
SDK Reference
SDK Introduction
SDK Security
SDK Registration
Web Socket Connect and RTM
Using the BotKit SDK
BotKit SDK Tutorial - Blue Prism
Widget SDK Tutorial
Web SDK Tutorial
ADMINISTRATION
Introduction to Admin Console
Administration Dashboard
User Management
Add Users
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Manage Roles
Assistant Management
Enrollment
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
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Cloud Connector
Analytics
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  1. Home
  2. Docs
  3. Virtual Assistants
  4. Builder
  5. Dialog Task
  6. Agent Transfer Node

Agent Transfer Node

The Agent Transfer Node transfers the communications from the VA to a live agent. You can use the Agent Transfer node in a conditional dialog flow to move a user to a conversation with a live agent. For example,when  the VA cannot identify the user intent, or when tone analysis indicates the user is not satisfied with the communication, or on manual request by a user.

When a user is transferred using the Agent Transfer node, the dialog task ends and the agent controls the remaining portion of the conversation. 

The Agent Transfer node is managed as an Integration, using API. This means that once the Agent Transfer node triggers within the Dialog Task, the integration is initiated and the conversation is transferred to your helpdesk, where an agent can take it over

In this article you will learn how to implement the Agent Transfer node in your Dialog Tasks. 

Register an App

To configure an Agent Transfer node in your dialog task, you need to create an app and generate registration credentials using the Kore.ai SDK. These credentials are required to exchange messages between your application and the Kore.ai XO Platform.

Follow the below steps to register your Agent Transfer app:

  1. Go to Deploy > Integrations > Agent Transfer.
  2. On the Agent Transfer page, click Add next to the App Name drop-down list.
  3. On the Create Client App window, enter the app name in the Name field. For example, Agent Transfer.
  4. Click Next.
    The Client ID and Client Secret are generated.
  5. In the Callback URL field, enter the URL for the application that you want Kore.ai to push data to. For example, https://koremessenger.com/postURL.
    Note: The registration app you create is based on the Callback URL applicable to all tasks for the VA. While each task can have unique SDK configurations, the Callback URL is the same. Create separate VAs for separate application Callback URLs for live agent transfers.
  6. Under the PII Data section, define how sensitive information should be handled. If there is a need to share unmasked data when an agent session is in progress, even when PII redaction is enabled, select the Do not mask and send original data to Agent BotKit. Else, go with the default setting of Mask and send sensitive data to Agent BotKit.
  7. Under the Access Using a Connector section, indicate if your URL is behind a firewall and a Connector has to be used.
  8. Click Save.
  9. For details onmanaging  the API integration, please see the following articles:

    Set Up the Agent Transfer Node

    Setting up an Agent Transfer node in a dialog task involves the following steps:

    1. Select the VA you want to work with.
    2. Open the dialog task to add the Agent Transfer node to.
    3. Click the + icon next to the node under which you want to add the Agent Transfer node.Select Agent Transfer > New Agent Transfer Node. Alternatively, use drag and drop to add the node from the left side nodes panel.
    4. On the Agent Transfer window, by default, the Component Properties tab is displayed.


    Component Properties

    1. Enter a Name and Display Name for the node. For example, LiveAgent.
    2. In the Variable Namespaces section (introduced in v8.0), associate the Variable Namespaces to execute this node and its transitions. This option is visible only when the Variable Namespace is enabled for the VA. You can go with the task level settings or customize it for this node. For more information, refer to Managing Namespace.
    Note:  Any changes in this tab will affect all instances of the node within all dialog tasks that invoke it. Proceed with caution.


    Instance Properties

    This is where you can configure the instance specific fields for this agent transfer node. These are applicable only for this instance and will not affect this agent transfer node being used in any other dialog.

    For Agent Transfer node instances, you can configure tags to build custom profiles of your VAs conversations. Read more about Custom Tags.

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