Assign Conversation

This action allows the user to redirect the control of the conversation to an agent.

Settings

The action uses the following settings:

Setting	Description	​Parsed​
Action	This mode allows to specify if the agent should take over or if there is a request for an operator to step in the conversation	​⛔​
Take Over Message	This mode allows to set the text to show when the agent takes over the conversation	​⛔​
Pick Mode	This mode allows to choose between different logics to choose the agent who will take over the conversation	​⛔​
Group	This mode allows to set the group of agents who are available	​⛔​
Selected Operators	This mode allows to set the specific agent or agents who are available	​⛔

Trigger

On Conversation Handed Over. This action will trigger any child operations once the assigned conversation is handed over to the chatbot.

Variables

This action produces the following variables after being activated:

Variable	Description
chat_state	It is equal to 'operator_requested' if the selected mode is 'Request Agent'

Availability

Channel specific availability follows the table below:

Channel	Availability
Facebook	Fully Available.
WhatsApp	Fully Available.
Telegram	Fully Available.
Web	Fully Available.
Alexa	Fully Available.
Google Assistant	Fully Available.
Slack	Fully Available.
API	Fully Available.

This action can be used only inside interactions and not as child of other actions.