18 How to handoff to live agent in Dialogflow ES

Sometimes users prefer to talk to a live person and not to a chatbot.

This is one of the features which is not supported by Dialogflow Messenger, so we will use the Zoho SalesIQ + Dialogflow ES integration for this example.

Create an intent which handles common user phrases

Make a list of things the user will usually say if they wish to talk to a live agent.

Usually these are simple things, like “Talk to a real person” or “Connect with operator”.

Zoho SalesIQ provides a custom payload to forward to the operator

If the user types one of these phrases in the middle of their conversation, this will immediately stop the bot and the live agent will be able to take over

Visitor view:

Agent View:

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Is Dialogflow still relevant in the era of Large Language Models?