Khoros Care supports a Bot Handoff tag that is applied automatically by the legacy Bot v2 API /bots/networks/networkType/authors/authorId/handoff endpoint.
The Automation Framework uses the following Bot Handoff child tags to capture the reason for the handoff:
- Standard Bot Handoff
- Automatic Bot Handoff
- Maintenance Bot Handoff
In each handoff instance, both the legacy Bot Handoff and the appropriate child handoff tag is applied to the conversation.
Conversations with this tag have been processed via the normal control passing mechanism. If the bot passed information in the
comment field of the /control payload, that comment will be available as part of the handoff indicator in the conversation text within the Care UI.
Conversations with this tag have been handed off automatically. This will usually be because the bot was unavailable, or a message was undeliverable. The handoff indicator will appear in the conversation text within the Care UI.
The Framework will automatically hand over all ongoing conversations over to Care agents if:
- A bot becomes unhealthy due to a high volume of errors
- The bot mode changes such that the bot would no longer participate in conversations under normal circumstances (e.g. Live mode to Maintenance mode)
- The bot registration is deleted
When the Framework hands a conversation to an agent automatically, the Framework applies the Automatic Bot Handoff tag to the conversation.
Conversations with this tag have been handed off automatically because the bot was in MAINTENANCE mode when the end-user message arrived or the bot was changed from LIVE to MAINTENANCE during an active conversation.
Updated over 2 years ago