I am currently designing a bot-to-human handoff strategy for a complex customer service scenario. We want the bot to collect several pieces of information (like account number and issue type) and then pass that data to the agent so they do not have to ask the same questions again. I am using the ‘Intent’ variables in the bot flow, but I am not sure how to map them to the ‘Participant Attributes’ so the agent’s script can read them. What is the most efficient way to transfer bot data to the human agent?
Hello! I love designing these types of transitions! You should use the ‘Transfer to Request’ block in your bot flow. This allows you to map your bot variables to the interaction’s participant attributes during the transfer. On the agent side, you just need a simple script that has variables with the exact same names as those attributes. The data will then automatically populate on the agent’s screen the moment the call arrives.
I inherited a bot flow that tried to do this with a Data Action to a database. It was so slow and unreliable! Rav62 is right. Using participant attributes is the native and most efficient way to pass data. It is much faster than hitting an external API and it keeps the context perfectly synced with the interaction.
I use Kafka to stream these interaction events. If you are using participant attributes, make sure your attribute names are consistent across all your bot flows and scripts. If you have a typo in one of the names, the data will just vanish into the void and your agents will be very frustrated. I recommend creating a ‘Data Dictionary’ document that lists all your standard attribute names for the entire development team.