Example: Agent Handover

1. End user bot when user added to queue:  

2. User added to the Queue notification in agent bot. All the agents in the agent bot deployed channel will be notified when a user is added to the Queue. 

3. Any agent that types #connect will be connected to the long awaiting end-user from the queue, if there are multiple users in the queue. 

4. Agent will be able to connect to the user and view the conversation between the chatbot and the end-user by clicking on the “Conversation History” link.  

5. End user will be notified that they are connected with the live agent. They can start the conversation with the agent. 

6. Once the session is resolved, the agent will be able to disconnect the end user session with the command #disconnect.  

7. The end user will be notified and connected back to the bot.