The Transfer to Agent widget transfers a conversation in a flow to the Customer Service Agent platform. This topic describes how to configure the widget and provides a reference for each configuration item.
Prerequisites
You have completed Authorize and activate.
The flow orchestration canvas is open. You can open the canvas from an existing flow or by creating a new flow:
From an existing flow — In the Chat App Message Service console, choose Chat Flow > Flow Management. Then, click the Flow Name of the flow that you want to edit to go to the flow orchestration canvas.
By creating a new flow — Create a flow and open its flow orchestration canvas. For instructions, see Create a flow.
Procedure
On the flow orchestration canvas, click the Transfer to Agent widget icon. The widget configuration area appears on the right.
Configure the widget based on your business requirements. For a description of each configuration item, see Configuration items.
Click Save. In the dialog box that appears, click Save to confirm.
Configuration items
The following tables describe the configuration items of the Transfer to Agent widget.
Transfer settings
Configuration item | Description |
Automatically send prompt messages | Specifies whether to automatically send prompt messages, such as agent connected or agent busy. This setting is disabled by default. |
Agent reply timeout | Specifies the timeout period for agent replies. If an agent does not reply within the specified period, the connection to the agent is closed and the conversation returns to the current flow. |
Session type | The type of session that you want to transfer to an agent. |
Output settings
Configuration item | Description |
Custom output variable name | Specifies a custom variable. The new variable appears in the list of available variables, and you can call it at any time in the subsequent flow. |