TransferCallToOperator
The TransferCallToOperator
action allows your bot to switch the call to an agent.
This can be helpful when the bot cannot solve the customer request without human aid.
You can use this tag in scripts for both outbound and inbound calls (in this case, make sure that you have allowed inbound calls in your SIP connection and phone channel settings).
tip
If you want to switch the dialog to an agent using JavaScript code snippets rather than action tags,
use replies with the
switch
type in $response.replies
instead.Parameters
Parameter | Type | Description | Required |
---|---|---|---|
phoneNumber | String | Agent phone number. | Yes |
then | String | The state the dialog will switch to if the call is switched to an agent successfully. | No |
timeout | String | Agent response timeout in seconds. The default value is 60 seconds. | No |
timeoutState | String | The state the dialog will switch to if the call is not switched to an agent after the timeout expires. If no state is specified, the bot will switch to errorState . | No |
errorState | String | The the dialog will switch to if an error occurs and the call cannot be switched to an agent. If no state is specified, the bot will switch to the root theme / . | No |
How to use
state: Switch
intent!: /Switch to agent
a: Hold on. I’m connecting you to one of our agents.
TransferCallToOperator:
phoneNumber = 79123456789
timeout = 30
timeoutState = /Switch/Timeout
errorState = /Switch/Error
state: Timeout
a: Unfortunately, all our agents are busy at the moment. Is there anything I can help you with?
state: Error
a: Unfortunately, we cannot connect you with an agent. We’ll be sure to get back to you soon.
script:
$dialer.hangUp();