Chatbot Overview
Conversational Bots
Intents & Entities
Intelligent Bots's Approach Conversational Platform
Bot Concepts and Terminology
Natural Language Processing (NLP)
Bot Types
Bot Tasks
Starting with Platform
How to Access Bot Builder
Working with Bot Builder
Building your first Bot
Getting Started with Building Bots
Using the Dialog Builder Tool
Creating a Simple Bot
Release Notes
Latest Updates
Older Releases
Bot Builder
Creating a Bot
Dialog Task
User Intent Node
Dialog Node
Entity Node
Supported Entity Types
Composite Entities
Supported Time Zones
Supported Colors
Supported Company Names
Form Node
Logic Node
Message Nodes
Confirmation Nodes
Service Node
Custom Authentication
2-way SSL for Service nodes
Script Node
Agent Transfer Node
WebHook Node
Grouping Nodes
Connections & Transitions
Managing Dialogs
User Prompts
Alert Tasks
Alert Tasks
Ignore Words and Field Memory
Digital Forms
Digital Views
Knowledge Graph
Importing and Exporting
Knowledge Extraction
Small Talk
Action & Information Task
Action Tasks
Information Tasks
Establishing Flows
Natural Language
Machine Learning
ML Model
Fundamental Meaning
NLP Settings and Guidelines
Knowledge Graph Training
Ranking and Resolver
NLP Detection
Advanced NLP Configurations
Bot Intelligence
Context Management
Session and Context Variables
Context Object
Dialog Management
Amend Entity
Multi-Intent Detection
Sentiment Management
Tone Analysis
Sentiment Management
Default Conversations
Default Standard Responses
Channel Enablement
Test & Debug
Talk to Bot
Utterance Testing
Batch Testing
Record Conversations
Publishing your Bot
Analyzing your Bot
Custom Dashboard
Conversation Flows
Bot Metrics
Advanced Topics
Bot Authorization
Language Management
Collaborative Development
IVR Integration
Data Table
Universal Bots
Enabling Languages
Smart Bots
Sample Bots
Travel Planning
Flight Search
Event Based Bot Actions
koreUtil Libraries
Bot Settings
Bot Functions
General Settings
PII Settings
Customizing Error Messages
Manage Sessions
Bot Management
Bot Versioning
Using Bot Variables
API Guide
API Overview
API List
API Collection
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
BotKit SDK Tutorial – Agent Transfer
BotKit SDK Tutorial – Flight Search Sample Bot
Using an External NLP Engine
Bot Administration
Bots Admin Console
User Management
Managing Users
Managing Groups
Managing Role
Bots Management
Inviting Users
Bulk Invites
Importing Users
Synchronizing Users from AD
Security & Compliance
Using Single Sign-On
Security Settings
Cloud Connector
How Tos
Creating a Simple Bot
Creating a Banking Bot
Transfer Funds Task
Update Balance Task
Context Switching
Using Traits
Schedule a Smart Alert
Configure Digital 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
  1. Home
  2. Docs
  3. Bots
  4. Bot Building
  5. Dialog Task
  6. Working with the Agent Transfer Node

Working with the 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 SDK. These credentials are required to exchange messages between your application and the 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 to push data to. For example,
  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.