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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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"The magic key I needed as a non-programmer"

The custom payload generator was the magic key I needed (as a non-programmer) to build a good demo with rich responses in DialogFlow Messenger. I've only used it for 30 minutes and am thrilled. I've spent hours trying to figure out some of the intricacies of DialogFlow on my own. Over and over, I kept coming back to Aravind's tutorials available on-line. I trust the other functionalities I learn to use in the app will save me additional time and heartburn.

- Kathleen R
Cofounder, gathrHealth

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