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:
About this website BotFlo1 was created by Aravind Mohanoor as a website which provided training and tools for non-programmers who were2 building Dialogflow chatbots. This website has now expanded into other topics in Natural Language Processing, including the recent Large Language Models (GPT etc.) with a special focus on helping non-programmers identify and use the right tool for their specific NLP task. For example, when not to use GPT 1 BotFlo was previously called MiningBusinessData. That is why you see that name in many videos 2 And still are building Dialogflow chatbots. Dialogflow ES first evolved into Dialogflow CX, and Dialogflow CX itself evolved to add Generative AI features in mid-2023
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