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