Introduction
Kore.ai’s Agent Transfer allows you to configure the most popular integrations to hand over conversations seamlessly without the need to use BotKit. These agent transfer integrations are hosted by the Kore.ai XO Platform, eliminating the need to host any custom BotKit.
Agent transfer refers to the process of handing over a customer’s conversation from one agent to another within a conversational virtual assistant (VA) platform. This is typically done when the current agent is unable to assist the customer with their issue or request, or if the customer requests to speak with a different agent.
Agent Transfer integrations are available under the Build menu. You can enable any integration by providing the required configurations. You can also enable multiple agent integrations as per your business requirements. For example, if you have a Custom integration, i.e., BotKit, and an integration with Genesys chat. You can make one of them as default and map channels to agent systems.
You can also find these configurations as part of the Agent Transfer node. The Kore.ai XO platform hands over the conversation to an agent during the dialog execution when the conversation reaches the agent node.
Agent Transfer node now allows you to define the IVR properties required to hand off the call back to the IVR system. Instead of using entity or message nodes to define the transfer tags, you can now configure them as part of the agent node. This ensures that the agent hand-offs on the IVR channel are tracked appropriately for containment purposes.
Supported Agent Transfers
Pre-built agent transfer integrations with contact center or agent desktop systems like Genesys or Salesforce are configured based on your channel configurations.
The platform supports the following agent transfer integrations in v10.0 released on 21st January 2023.
| Agent Transfer | Descriptions | Doc Link |
| Custom | The BotKit SDK agent provided by the Kore.ai XO Platform. | Learn more |
| Drift | The Drift agent transfer for marketing and sales teams to connect with customers easily through the Drift conversation chat module. | Learn more |
| Genesys | The Genesys agent transfer for Voice, Web and VoIP telephony networks. | Learn more |
| Intercom | The Intercom agent transfer for the Customer Communications Platform. | Learn more |
| NiceInContact | The NiceInContact agent transfer for the Nice Customer Experience Platform. | Learn more |
| Salesforce | The Salesforce agent transfer is used by various teams within an organization, including marketing, sales, commerce, service, and IT, allowing them to work together as one from anywhere using the chat module. | Learn more |
| ServiceNow | The ServiceNow agent transfer for digital workflows on a single, unified platform. | Learn more |
| Unblu | The Unblu agent transfers for a conversational platform to perform financial services. | Learn more |
Limitations
The following limitations apply to all supported agent transfers and the XO Platform integration:
- Currently, the attachments are only supported for ServiceNow and Genesys integration.
- The platform does not provide a built-in option for end-users to end a live agent chat, except when using Salesforce integration.
Deleting an Agent Transfer Integration
You can delete an external agent transfer integration that is configured but no longer in use. Deleting an agent transfer integration will remove the agent system from the Configured list and you cannot use that agent. You can configure the removed agent again from the Available list.
Important Notes:
- When you delete the default Agent Transfer integration for the channels, the XO platform will ask for confirmation if you wish to use the other configured agent as the default agent system.
- If you delete the only Agent Transfer integration that was configured, all configurations are removed from the agent transfer node in all dialog tasks where this agent node is added.
Steps to delete a configured agent transfer integration:
- To delete a configured Agent Transfer integration, hover over it in the Configured list and click the Delete icon.
Warning: Once an action is Deleted, all configurations related to that particular agent transfer integration are deleted. You will be prompted to confirm if you want to use the default Agent Transfer integration that is configured.
- Click Proceed to delete.
User-Bot Chat Transcript Link to Live Agents
When the platform transfers a user conversation to a live agent, the agent receives a link to view the conversation the user had with the bot before the transfer. This provides context for what the user might expect from the live agent. This link can be accessed 10 times.
User-Bot Chat Conversation Summary to Live Agents
When the platform transfers a user to a live agent, it sends an AI-generated summary of the user-bot conversation directly to the agent window, along with the chat history link. This helps agents quickly understand the conversation context before interacting with the user.
By default, the feature is disabled. To enable, go to the dialog task and open the agent transfer node. In the Instance Properties panel, enable the Conversation Summary toggle for that node. Ensure the GenAI – Conversation Summarization feature is enabled.
Note: The Conversation Summary applies to each agent transfer node. If the same Agent Transfer node is used in multiple dialogs, you need to configure the flag individually for each instance.
Attachment Sharing with Live Agent
Users can now send files to agents during conversations. This enhances communication and facilitates the resolution of issues more efficiently. This feature is currently available only for ServiceNow and Genesys agent integration.
The user and agent can share multiple files, each up to 25 MB in size, in over 22 file formats. The user and agent can download attachments up to five times within forty-eight hours of sharing.
Supported File Formats
The VA supports sharing files in the following formats.
| Category | ServiceNow File Formats | Genesys File Formats |
| Document Formats | .pdf, .doc, .docx, .txt, .xml | .pdf, .doc, .docx, .txt, |
| Spreadsheet Formats | .xls, .xlsx, .csv | .xls, .xlsx, .csv |
| Presentation Formats | .ppt, .pptx | .ppt, .pptx |
| Image Formats | .jpg, .jpeg, .png, .gif | .jpg, .jpeg, .png, .gif, .bmp, .tif |
| Archive Formats | .zip, .rar | .zip |
| Audio Formats | .mp3, .wav | NA |
| Video Formats | .mp4, .avi | NA |
| Web Formats | .html, .htm | .htm, .html |
Enable Attachment Sharing
To enable attachment sharing for Tokyo, see Enable Attachment Sharing with Live Agent.
To enable attachment sharing for Utah and Vancouver, see Enable Attachment Sharing with Live Agent.