OVERVIEW
Virtual Assistants
Kore.ai Platform
Key Concepts
Natural Language Processing (NLP)
Accessing Platform
VIRTUAL ASSISTANTS
Virtual Assistant Builder
Virtual Assistant Types
Getting Started
Creating a Simple Bot
SKILLS
Storyboard
Dialog Task
Introduction
Dialog Builder (New)
Dialog Builder (Legacy)
User Intent Node
Dialog Node
Entity Node
Supported Entity Types
Composite Entities
Supported Colors
Supported Company Names
Form Node
Logic Node
Message Nodes
Confirmation Nodes
Bot Action Node
Service Node
Custom Authentication
2-way SSL for Service nodes
Script Node
Agent Transfer Node
WebHook Node
Grouping Nodes
Connections & Transitions
Manage Dialogs
User Prompts
Knowledge Graph
Terminology
Building
Generation
Importing and Exporting
Analysis
Knowledge Extraction
Build
Alert Tasks
Introduction
Ignore Words and Field Memory
How to Schedule a Smart Alert
Small Talk
Digital Views
Overview
Configuring Digital Views
Digital Forms
Overview
How to Configure Digital Forms
NATURAL LANGUAGE
Overview
Machine Learning
Introduction
Model Validation
Fundamental Meaning
Introduction
NLP Guidelines
Knowledge Graph
Traits
Introduction
How to Use Traits
Ranking and Resolver
Advanced NLP Configurations
INTELLIGENCE
Overview
Context Management
Overview
Session and Context Variables
Context Object
How to Manage Context Switching
Manage Interruptions
Dialog Management
Sub-Intents & Follow-up Intents
Amend Entity
Multi-Intent Detection
Sentiment Management
Tone Analysis
Sentiment Management
Event Based Bot Actions
Default Conversations
Default Standard Responses
TEST & DEBUG
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
CHANNELS
PUBLISH
ANALYZE
Overview
Dashboard
Custom Dashboard
Overview
How to Create Custom Dashboard
Conversation Flows
NLP Metrics
ADVANCED TOPICS
Universal Bots
Overview
Defining
Creating
Training
Customizing
Enabling Languages
Store
Smart Bots
Defining
koreUtil Libraries
SETTINGS
Authorization
Language Management
PII Settings
Variables
Functions
IVR Integration
General Settings
Management
Import & Export
Delete
Versioning
Collaborative Development
Plan Management
API GUIDE
API Overview
API List
API Collection
SDKs
SDK Overview
SDK Security
SDK App Registration
Web SDK Tutorial
Message Formatting and Templates
Mobile SDK Push Notification
Widget SDK Tutorial
Widget SDK – Message Formatting and Templates
Web Socket Connect & RTM
Using the BotKit SDK
Installing
Configuring
Events
Functions
BotKit SDK Tutorial – Agent Transfer
BotKit SDK Tutorial – Flight Search Sample Bot
Using an External NLP Engine
ADMINISTRATION
HOW TOs
Creating a Simple Bot
Creating a Banking Bot
Context Switching
Using Traits
Schedule a Smart Alert
Configure UI Forms
Add Form Data into Data Tables
Configuring Digital Views
Add Data to Data Tables
Update Data in Data Tables
Custom Dashboard
Custom Tags to filter Bot Metrics
Patterns for Intents & Entities
Build Knowledge Graph
Global Variables
Content Variables
Using Bot Functions
Configure Agent Transfer
Update Balance Task
Transfer Funds Task
RELEASE NOTES
  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 bot 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, the bot cannot identify the user intent, or when tone analysis indicates the user is not satisfied with the bot 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 Bots Platform supports integration with FreshDesk using the Agent Transfer node.

Register the 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 Bots Platform.

Follow the below steps:

  1. On the left pane, click API Extensions. By default, the BotKit SDK tab is displayed.
  2. Click Agent Transfer.
  3. On the Agent Transfer page, click Add next to the App Name drop-down list.
  4. On the Create Client App window, enter the app name in the Name field. For example, SDK App.
  5. Click Next.
  6. The Client ID and Client Secret are generated along with the App Created Successfully message.
  7. Click Done.
  8. In the Callback URL field, enter the URL for your application that you want Kore.ai to push data to. For example, https://koremessenger.com/postURL.
  9. 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.
  10. Under the Access Using a Connector section, indicate if your URL is behind a firewall and a Connector has to be used.
  11. Click Save.

Set Up the Agent Transfer Node

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

  1. Open the dialog task to add the Agent Transfer node.
  2. Click the + icon next to the respective node.
  3. Select Agent Transfer > New Agent Transfer Node.
  4. On the Agent Transfer window, by default, the Component Properties tab is displayed.
  5. Enter a Name and Display Name for the node. For example, LiveAgent.
  6. The other settings are auto-filled based on your Agent Transfer SDK configuration. Go to API Extensions to modify any settings.
  7. 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 bot. You can go with the task level settings or customize it for this node. For more information, refer to Managing Namespace.
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