forward

  • When the bot is not trained to handle a visitor, it can forward the chat to a human operator.
  • The bot can also forward the chat to a specific operator who is an expert in the topic.
  • You can also add an info message indicating the status of the chat that the bot will display once the chat has been forwarded to the operator.

Output:

The above is an example of how the but forward the chat to one of the agents.

Syntax:

Copied{
  "action" : "forward",
  "replies" : ["Your text here"]
}
Copied​{
  "action" : "forward",
  "replies" : ["Kindly wait, I'll forward your chat to our agents in support.."]
}

Use Case 2: Bot forwards the chat to a specific agent.

Copied{
  "action" : "forward",
  "operators" : ["scott.fisher@zylker.com"],
  "replies" : ["Sorry, I'm not sure I can help you with this question. Connecting you with an operator now.."]
}

Use Case 3: Bot forwards the chat to a specific department.

Copied{
  "action" : "forward",
  "department" : "3465000000005",
  "replies" : ["Sorry, I'm not sure I can help you with this question. Connecting you with an operator now.."]
}