Live Agent Handoff
Overview
As part of Smart Handoff, the AI Assistant can hand a user off to a live agent in four ways:
- Message Brokering: The agent joins the user in the AI Assistant chat, and Moveworks relays messages in both directions through the live agent platform’s API.
- Supported systems: ServiceNow, Amazon Connect, Genesys Cloud, Glia, 8x8, and Salesforce Enhanced Messaging
- URL-based handoff: The AI Assistant sends the user to a web page for the live agent chat, passing context in URL parameters if the live agent platform accepts them. The URL can be any page your users can reach.
- Example systems: ServiceNow AWA, ServiceNow Connect Chat, Five9, InContact, Compucom, and Intrasee
- API-based handoff: The AI Assistant calls the live agent platform’s API to place the user in the right queue, then links the user to that platform’s chat.
- Supported systems: BeyondTrust and Vayusphere
- Channel handoff: The AI Assistant posts the request in a chat channel, where an agent picks it up and contacts the user.
- Supported systems: Microsoft Teams, Slack, Google Chat, and Cisco Webex
Message Brokering
Message Brokering keeps the user in the AI Assistant chat. Agents work in their usual tool, and the chat arrives there like any other chat request. See Live Agent Message Brokering.
URL-Based Handoff
Configure the URL of your live agent chat page. When the user selects the handoff option in chat, the AI Assistant opens that page in a browser. If the live agent platform accepts URL parameters, you can pass context such as the user’s description of the issue.
API-Based Handoff
When the user selects the handoff option, the AI Assistant calls the live agent platform’s API to add the user to the queue, then links the user to that platform’s chat to talk to the agent.
Channel Handoff
The AI Assistant posts the request in a channel your agents monitor. See Channel Handoff.