{"id":18002,"date":"2017-08-22T17:58:19","date_gmt":"2017-08-22T17:58:19","guid":{"rendered":"http:\/\/developer.kore.ai\/v10-1\/?post_type=docs&p=11862"},"modified":"2023-11-06T07:16:48","modified_gmt":"2023-11-06T07:16:48","slug":"working-with-the-agent-transfer-node","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/bot-builder-tool\/dialog-task\/working-with-the-agent-transfer-node\/","title":{"rendered":"Agent Transfer Node"},"content":{"rendered":"
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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\u00a0 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.<\/span><\/p>\n

When a user is transferred using the Agent Transfer node, the dialog task ends and the agent controls the remaining portion of the conversation.\u00a0<\/span><\/p>\n

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<\/span><\/p>\n

In this article you will learn how to implement the Agent Transfer node in your Dialog Tasks.\u00a0<\/span><\/p>\n

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Register an App<\/span><\/span><\/h1>\n

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.<\/span><\/p>\n

Follow the below steps to register your Agent Transfer app:<\/span><\/p>\n

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  1. Go to <\/span>Deploy > Integrations > Agent Transfer<\/strong>.<\/span><\/li>\n
  2. On the Agent Transfer page, click <\/span>Add<\/strong> next to the <\/span>App Name<\/strong> drop-down list.
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  3. On the <\/span>Create Client App <\/strong>window, enter the app name in the <\/span>Name<\/strong> field. For example, <\/span>Agent Transfer<\/span><\/em>.
    \n<\/span>Note:<\/strong> RS256 and RS512 JWT signing algorithms are not supported for Custom BotKit or Botkit.<\/span><\/li>\n
  4. Click <\/span>Next<\/strong>. <\/span>The Client ID<\/strong> and Client Secret<\/strong> are generated.<\/li>\n
  5. In the <\/span>Callback URL<\/strong> field, enter the URL for the application that you want Kore.ai to push data to. For example, https:\/\/koremessenger.com\/postURL<\/a>.
    \n<\/span>Note:<\/strong> The registration app you create is based on the Callback URL<\/strong> 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.<\/span><\/li>\n
  6. Under the\u00a0PII Data<\/strong> section, define how sensitive information<\/em> 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<\/a>, select the Do not mask and send original data to Agent BotKit<\/em>. Else, go with the default setting of Mask and send sensitive data to Agent BotKit.<\/em><\/li>\n
  7. Under the <\/span>Access Using a Connector<\/strong> section, indicate if your URL is behind a firewall and a <\/span>Connector <\/span><\/em>has to be used.<\/span><\/li>\n
  8. Click <\/span>Save<\/strong>.<\/span><\/li>\n<\/ol>\n
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    1. <\/li>\n<\/ol>\n

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      For details on managing\u00a0 the API integration, please see the following articles:<\/span><\/p>\n

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