switch

Use the switch reply type for switching the dialog from the bot to an agent.

tip

You can also switch dialogs and calls to agents using the TransferToOperator and TransferCallToOperator action tags.

Properties

In text channels

For text channels, all properties are optional.

Property	Type	Description
firstMessage	String	The message that will be sent to an agent after switching the dialog to them. The default value is the customer’s last phrase.
lastMessage	String	The message that will be sent to the customer if they ended the dialog with an agent using a command specified in the closeChatPhrases property.
closeChatPhrases	Array	A list of commands. The user can use them to close the chat with an agent and redirect it back to the bot. When a command is sent, the chat closes. The command gets processed by the bot script in the context of the state where switching took place.
appendCloseChatButton	Boolean	Indicates whether to display the button that closes the chat with an agent. The text of the button is taken from the first element of the closeChatPhrases array. The customer can stop communicating with an agent and switch the dialog to the bot using this button. If true is specified when the closeChatPhrases array is empty, the button will not be displayed.
destination	String	The ID of the agent group the dialog will be routed to. This property is only used by Tovie Agent and Operator API.
theme	String	The request subject. It is used for customer request statistics in Tovie Agent.
sendMessagesToOperator	Boolean	Indicates if the customer message history should be sent to an agent. The default value is false.
sendMessageHistoryAmount	Number	The number of customer messages that will be sent to an agent. Specify this property only if you have set the sendMessagesToOperator property to true.
attributes	Object	Information about the customer that should be transferred to an agent. Use the following format for the value: attributes: { "Key 1": "Value 1", "Key 2": "Value 2" } • Key is the name of a field supported the customer engagement platform. • Value is a piece of information to be sent to an agent when switching the dialog. This property is only used by Operator API.
hiddenAttributes	Object	Information about the customer that should not be transferred to an agent. The value format is the same as for the attributes property. This property is only used by Operator API.
ignoreOffline	Boolean	This property determines further actions if there is no agent available on switching the dialog: • true — make a forced switch to an agent. • false — do not make a switch. The default value is false.
oneTimeMessage	Boolean	If true is specified, the dialog will not be switched to an agent. Instead, they will get a message with the text from the firstMessage property. This way they can get information about the customer. The default value is false.

In phone channel

For the phone channel, you must specify the phoneNumber or sipUri property.

Property	Type	Description
phoneNumber	String	The phone number the call will be transferred to. Transferring to extension phone numbers is not supported.
sipUri	String	The SIP URI the call will be transferred to. If you pass sipUri, you do not need to pass phoneNumber.
timeout	String	Agent response timeout in seconds. When the timeout expires, the bot will switch to the nearest state that contains the transfer event. The default value is 60 seconds.
method	String	Call routing method: • invite — call transfer with the connection preserved. This is the default value. • refer — call transfer with the connection terminated. If you use refer, the headers, transferChannel, continueCall, and continueRecording properties will be ignored.
headers	Object	SIP headers that will be sent in the SIP INVITE message to the specified phone number. This feature is usually used to transmit the customer’s caller ID details.
transferChannel	String	Specify botId in the field to route the call over the SIP trunk connected to the channel. The parameters of the enabled SIP trunk will be applied.
continueCall	Boolean	When true, the customer will be redirected back to the bot after the conversation with an agent ends. When false, the call will be ended. If an agent is unavailable, the transfer will not happen. The default value is false.
continueRecording	Boolean	When true, conversation recording continues, including the conversation with an agent and with the bot after the customer has returned to it. The call recording will be saved to conversation logs. The default value is false.

tip

When switching a call to an agent, you can:
• Monitor the status of the customer transfer.
• Specify what the script should do if an agent is unavailable.
• Configure the display of the customer phone number.

Syntax

In text channels

state: TransferToAgent
    intent!: /TransferToAgent
    random:
        a: I’m transferring you to an agent.
        a: Putting you through to an agent.
    script:
        $response.replies = $response.replies || [];
        $response.replies.push({
            "type": "switch", // Bot reply type.
            "firstMessage": $jsapi.chatHistory(), // An agent will get the chat history.
            "closeChatPhrases": ["/closeChat", "Close dialog"] // Commands that will enable the customer to close the chat with an agent.
        });

In phone channel

state: TransferToAgent
    intent!: /TransferToAgent
    random:
        a: Transferring you to an agent. Please stay on the line.
        a: Putting you through to an agent. Please stay on the line.
    script:
        $response.replies = $response.replies || [];
        $response.replies.push({
            type: "switch", // Bot reply type.
            phoneNumber: "16123456789", // The phone number the call will be transferred to.
            // You can send a SIP URI (SIP number) instead of a phone number:
            // sipUri: "16123456789@sip.voximplant.com",
            timeout: "30", // Agent response timeout.
            headers: { // SIP headers.
                "callReason": "support",
                "crmClientId": $client.id || "none"
            },
            transferChannel: "237-test-237-VDQ-28334674", // botId. The call will be routed over the SIP trunk connected to the channel.
            continueCall: true, // Redirect the customer back to the bot after the conversation with the agent.
            continueRecording: true // Continue recording the conversation.
        });

Channel restrictions

switch is not supported in the following channels:

• Zendesk
• Zendesk Chat (the transfer to an agent can be implemented in another way)

How to use

In text channels

main.sc

theme: /
    state: SwitchSuggestion
        random:
            a: Shall I put you through to an expert?
            a: Should I transfer this chat to an agent?
        buttons:
            "Yes" -> /Switch
            "No" -> /AnythingElse
        intent: /Agree || toState = /Switch
        intent: /Disagree || toState = /AnythingElse

    state: Switch
        intent!: /TransferToAgent
        random:
            a: I'm transferring our chat to an agent.
            a: Putting you through to an agent.
        script:
            $response.replies = $response.replies || [];
            $response.replies.push({
                type: "switch",
                firstMessage: $jsapi.chatHistory(), // An agent will get the chat history.
                destination: $injector.operatorGroup, // The dialog will switched to this agent group.
                lastMessage: "Thanks for contacting us, hoping to see you back soon!"
            });

        state: BackToBot
            event: livechatFinished
            a: Chat with an agent is over. The bot is online again.
            go!: /AnythingElse

    state: AnythingElse
        a: Is there anything else I can do for you?

chatbot.yaml

injector:
  operatorGroup: 101

In phone channel

main.sc

require: functions.js

theme: /
    state: TransferToAgent
        intent!: /TransferToAgent
        if: isOff() // Call the function that checks whether the customer is calling during business hours or not.
            go!: /TransferToAgent/WorkingHours
        else:
            go!: /TransferToAgent/NotWorkingHours

        state: WorkingHours
            random:
                a: Transferring you to an agent. Please stay on the line.
                a: Putting you through to an agent. Please stay on the line.
            script:
                $response.replies = $response.replies || [];
                $response.replies.push({
                    type: "switch",
                    phoneNumber: "16123456789",
                    transferChannel: "237-test-237-VDQ-28334674",
                    continueCall: true,
                    continueRecording: true
                });

            state: TransferError
                event: transfer
                if: $dialer.getTransferStatus().status === "FAIL"
                    a: I’m sorry, it is not possible to transfer the call to an expert for technical reasons. Please call back later.
                go!: /AnythingElse

        state: NotWorkingHours
            random:
                a: Unfortunately, a transfer to an agent is not possible at this time.
                a: I’m sorry, I can’t connect you with an expert right now.
            a: Please call back during business hours from nine AM to eight PM on weekdays.
            go!: /AnythingElse

    state: AnythingElse
        a: Is there anything else I can do for you?

    state: Goodbye
        intent!: /Bye
        random:
            a: Thanks for contacting us, have a nice day!
            a: Thanks for calling, have a good day!
        go!: /HangUp

    state: HangUp
        event!: hangUp
        script:
            $dialer.hangUp("(The bot hung up)");
            $jsapi.stopSession();

functions.js

function isOff() {
    var currentTime = new Date($jsapi.currentTime());
    var day = currentTime.getDay();
    var hours = currentTime.getHours();

    return day === 6 || day === 0 || hours < 9 || hours >= 18;
}