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

Read the full tutorial


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.

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