Handoff to a human agent

Preview

This feature is subject to the "Pre-GA Offerings Terms" in the General Service Terms section of the Service Specific Terms. Pre-GA features are available "as is" and might have limited support. For more information, see the launch stage descriptions.

Handoff is the process of handing off an end-user conversation from a Dialogflow virtual agent to a human agent. Dialogflow offers multiple ways to do this.

Indicate handoff in your intent response

First, you must create a Dialogflow virtual agent.

Your Dialogflow agent should be designed so that when certain intents are matched, it indicates that the Dialogflow agent should hand off the conversation to a human agent.

The endInteraction setting triggers Dialogflow to remove the Dialogflow agent from the conversation.

The liveAgentHandoff setting is not used directly by Dialogflow. The boolean value of this field is sent to your webhook request when the intent is matched, or it is sent in response to your API call to detect intent. When your system receives an intent with this value set, you can take whatever actions are necessary to hand off the conversation.