How to handoff conversations from bot to agent

[urumat]

Hello,

What would be the way of handing a conversation from the rasa bot to an active agent when the user intends to talk to a human?

Thanks in advance.

[sojan-official]

In a bot connected inbox, the conversations would be starting on the pending state. You can configure a specific intent that the bot service can use to identify that a handoff is required. Then you can call the chatwoot APIs to toggle the conversation into open status.

ref: https://www.chatwoot.com/docs/product/others/agent-bots/#human-agent-handoff-

[urumat]

Thank you for your reply sojan. I tried toggling the conversation status to OPEN as the ref. link says. However, the bot keeps replying to the user messages. Any idea why that could be?

[sojan-official]

@matiasperes The implementation in this repo is meant as a sample. It replies to all incoming messages at the moment. You can add logic to it to distinguish between open and pending conversations and ensure that replies are only send for pending conversations