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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.
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.
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