With the Handover Tool Step, you can easily configure your handovers from HALO to some other system. This is useful for situations where HALO cannot properly help the user, and human assistance is required.
When you add the Handover step, you are immediately warned about the fact that the Handover Tool Step can only be the final Step in a tool. This makes sense, as a Handover from HALO to another system implies the processing of the conversation in HALO is finished. To make the tool valid, remove the output node in the following way:
The Configuration of the Handover Tool Step looks as follows
Note that within the Configuration, you can configure handover settings for both Text and Voice channels in the same tool step. This allows you to use the same Tool Step for both your Text and Voice Handovers. If you handle only Text or only Voice conversations with HALO, you can simply leave the channel you’re not using to Logging Only type.
All Handover Types share one configuration settings: Message. This is the final message that is sent to the user just before triggering the Handover.
The Message you can configure in your Handover Tool Step is sent back to the user directly, and the output of the tool is not returned to the Agent that called the tool. This is very useful, as it allows you to setup a static text you always want to send to the user just before performing the handover, e.g. “You will now be helped by a Live Agent!”. You can also use a dynamic (context) variable in this field.
The Message will automatically be translated into the detected conversation language.
Text handover types
Text MSC (Mobile Service Cloud)
Transfers the text conversation to a live agent in Mobile Service Cloud.
Configuration
-
Messaging adapter – Adapter that is used for messaging. You can find this under CM.com > Scripted Chatbot >Router > configured Adapters > this is the Web Conversations / other channel adapter (required)
-
User name – Name of the user shown to the agent (required)
-
User email – Email of the user shown to the agent (required)
-
Phone number – User phone number (optional)
-
Webstore referrer – Route to a specific webstore in MSC (optional)
-
Routing keywords – Keywords used for agent routing (optional)
-
MSC profile – Customer profile routing data (optional)
-
Message – Final message sent by HALO just before performing the handover (optional)
Text Marketplace
Transfers the text conversation to a CM Marketplace product.
Configuration
-
Messaging adapter – Adapter that is used for messaging. You can find this under CM.com > Scripted Chatbot >Router > configured Adapters > this is the Web Conversations / other channel adapter (required)
-
Routing – Marketplace routing configuration (optional)
-
Context – Extra data to pass along with the handover (optional)
-
Message – Final message sent by HALO just before performing the handover (optional)
Text Logging only
It could be that you handle your Text Handovers in a custom way, outside of the CM product scope. Still, for these cases it may be valuable to log these Handover for Analytics purposes. For this scenario, you can use the Logging Only Handover type.
Configuration
-
Message – Final message spoken out by HALO just before performing the handover (optional)
Voice handover types
Voice MSC (Mobile Service Cloud)
Transfers a voice call to Mobile Service Cloud.
Configuration
-
MSC API key – API key for the voice environment (required)
-
Webstore referrer – Route to a specific webstore in MSC (optional)
-
Routing keywords – Keywords used for agent routing (optional)
-
Message – Final message spoken out by HALO just before performing the handover (optional)
Voice forward
Forwards the call to another phone number or call target.
Configuration
-
Phone Number – Who the call should be forwarded to (required)
-
Message – Final message spoken out by HALO just before performing the handover (optional)
Voice Custom voice handover
You can use this if you have a custom way of handling your Voice handovers, that was tailored for your use case.
Configuration
-
Custom type – Name of the custom handover type (required)
-
Custom configuration – Key–value settings for that handover (required)
Voice Logging only
It could be that you handle your Voice Handovers in a custom way, outside of the CM product scope. Still, for these cases it may be valuable to log these Handover for Analytics purposes. For this scenario, you can use the Logging Only Handover type.