AI Agent to Human Agent(Desk)

Sendbird AI Chatbot
1

Can someone please explain in detail how to set up a takeover from an AI bot to a human agent in Desk? All the tutorials seem outdated, and the available “AI to human” function isn’t working at all. Any help would be appreciated!

2

Hi there.

I’m attaching a guide that contains details of a recent development for handing off from a bot to a Desk Agent.

Human handoff in Sendbird Desk_ V2 (3).pdf (317.8 KB)

Please let me know if you have any further questions.

3

Hi Jason,
I appreciate your prompt and detailed answer!
I tried the process explained in your attached pdf however it is not working properly. I am getting this “failed to test request” and obviously when I am testing the bot via the desk widget during the human takeover it is returning an error.

My assumptions are:
Perhaps there is something wrong with ticket id attribution?
or this link should be different?
https://desk-api-{application_id}.sendbird.com/platform/v1/tickets/{ticket_id}/cancel

By the way is it possible to get more “testing” messages because while doing all these test I already exhausted the limit of 100 messages and cannot move forward.

4

Hi there.

For this case please can I ask what you replace the ticke_id with? In the document I shared I mention about needing to use - Channel.channel_url in place of ticket_id. Are you doing that please?

About the credits. Please can you dm me your app_id and I will see what I can do.

5

@Jason

Hi Jason, thank you so much for sharing a simple PDF guide for the set up.
Following the PDF, I have been trying to implement the function but it gives 404 Not Found error when I try the function in the Bot tester.

Could I check if there have been updates in Sendbird that requires any alternations on the original PDF guide?

Thanks in advance!

6

@bd_kiyo Hi there.

I made a mistake in the document. You can see the target end point here.

I will update the document and post again.

1 Like
7

Ah got it!
Will wait for the updated version then…!

Thanks!

8

@bd_kiyo Hi there.

I’m wondering please can you DM me the exact end point you are using, and also your variables?
I took a deeper look and can’t seem to find an issue.

9

Got it! Will DM details to you.