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#👀feature-requests
Agent Handoff / HITL (Human in the loop)
# 👀feature-requests
b

bored-tailor-70735

06/05/2023, 5:20 PM
To be able to use botpress for my company we need to be able to transfer a customer from the Bot to a real person. The documentation says it's possible: "Straightforward integrations with leading third party HITL, including Salesforce, Zendesk, Servicenow, Oracle, Intercom, Genesis, Twilio Flex, Nuance and LiveAgent." but reading here seems like its an upcoming feature. Is there an ETA?
a

acceptable-gold-88171

06/05/2023, 6:29 PM
@bored-tailor-70735 which platform is the one you would like to use? @rich-battery-69172 do we have an ETA?
b

bored-tailor-70735

06/05/2023, 6:47 PM
Preferably it would be cool to integrate it into Microsoft teams, so we could have a "billing", "Tech support", "Customer service rep" groups where our employees could be notified and then take over from the bot
a

acceptable-gold-88171

06/05/2023, 8:47 PM
Got it, thanks, have you tried our Microsoft teams integration in the integrations section of your bot on app.botpress.cloud?
b

bored-tailor-70735

06/05/2023, 8:54 PM
Yes, I like it a lot. We've found botpress to be flexible and very customizable. If we can get that HITL portion sorted I think we've may go for this on an enterprise level.
r

rich-battery-69172

06/05/2023, 9:40 PM
next week we will ship triggers and possibly the HITL agent that comes with it
m

mysterious-sugar-22504

06/09/2023, 2:19 PM
Oh, I really need this in my company too, we want to integrate with Zendesk to pass the conversation to an agent. Do you have some tips on how to do this?
i

icy-night-95554

06/15/2023, 2:11 PM
Need this too!
a

acceptable-gold-88171

06/15/2023, 3:41 PM
@icy-night-95554 please upvote, and tell us which integration you want to use. 🙂
i

icy-night-95554

06/15/2023, 4:08 PM
Done. Whatsapp
i

incalculable-traffic-96000

07/08/2023, 3:37 AM
Any update on this feature being incorporated? @rich-battery-69172
b

bland-fall-59874

07/08/2023, 11:30 AM
Any update on HITL @rich-battery-69172 ??
w

wonderful-kilobyte-12079

07/08/2023, 12:24 PM
any update on this feature please ? Thank you . I am working for a business client who has asked for this feature!
b

best-cricket-48770

07/09/2023, 6:02 AM
Agree this is huge, right after triggers and greeting users for me. Trying to replace existing "dumb" chatbots with these is sometimes not possible because it would mean losing the existing HITL capability. ETA or maybe a BETA would be appreciated!
f

freezing-carpenter-9818

07/11/2023, 9:59 AM
tawk.to
w

wonderful-kilobyte-12079

07/11/2023, 11:03 AM
Team any update on this HITL agent ? Would really need it for a client product soon , thanks so much 🙂
m

mysterious-potato-34423

07/12/2023, 2:45 AM
hi @acceptable-gold-88171 , is HITL available for Twilio?
a

adventurous-glass-22349

07/12/2023, 2:55 PM
I also need this thanks
n

nutritious-sundown-33669

07/12/2023, 10:35 PM
Would also love this feature or even an integration with different software. Does anyone know how to do this with Botpress?
g

gentle-shampoo-88367

07/13/2023, 11:29 AM
Bump
l

little-vegetable-37442

07/13/2023, 5:15 PM
Any update on this??
a

acoustic-teacher-17454

07/15/2023, 1:58 AM
@acceptable-gold-88171 or @rich-battery-69172 I see ZenDesk and Salesforce as supported integrations on the marketing website (https://botpress.com/hub), but not on the integrations available on the development website (https://app.botpress.cloud/hub). Are these in development still, or are they only available to Enterprise customers, or something else? It's unclear. Thanks!
r

rich-battery-69172

07/18/2023, 3:10 PM
Sorry for the confusion! I know at least Zendesk is coming soon, it's in development. Salesforce I'm not sure the status of it. We're always looking for help to build those though! If you'd like to contribute that would be awesome (https://github.com/botpress/botpress)
f

freezing-printer-49373

07/18/2023, 9:09 PM
Zendesk is moving very quick right now! stay posted. From there we are planning to add half a dozen more in short order!
w

wonderful-kilobyte-12079

07/19/2023, 8:20 AM
hey @freezing-printer-49373 , is HITL already available now in botpress ? A client is asking for its integration into Kustomer CRM tool , could you please share any possibility/update there ? Thank you
f

freezing-carpenter-9818

07/19/2023, 1:04 PM
Looking forward to it! Try to make it easy to integrate or give precise documentation so we can get it working immediately after release!
n

numerous-elephant-17790

07/19/2023, 2:48 PM
keen for this feature
f

freezing-printer-49373

07/19/2023, 3:07 PM
hey @wonderful-kilobyte-12079 right now it's available through intercom
n

numerous-elephant-17790

07/19/2023, 3:08 PM
assuming u need to be in the beta access right?
f

freezing-printer-49373

07/19/2023, 3:08 PM
if you need to implement it on other channels you can take a look behind the hood to extrapolate to other channels
I dont believe this requires beta access
let me test it on my other gmail ill get back to you
n

numerous-elephant-17790

07/19/2023, 3:09 PM
any eta on the zen desk intergration?
f

freezing-printer-49373

07/19/2023, 3:10 PM
seems to be there
@numerous-elephant-17790 not yet, we are talking a week maybe two. I'll update this thread once i have more visibility on when this is expected.
w

wonderful-kilobyte-12079

07/19/2023, 5:37 PM
Thank you 😊
l

limited-forest-26830

07/28/2023, 11:52 AM
looking forward with this! 🙂
b

best-dentist-58201

08/01/2023, 4:15 PM
Looking forward to this feature!
o

orange-oyster-67936

08/01/2023, 10:20 PM
Is there support for gorgias (https://www.gorgias.com/) ?
g

gentle-shampoo-88367

08/02/2023, 12:18 AM
I wrote a custom integration for gorgias, maybe I can help you out? @orange-oyster-67936
l

little-scientist-91622

08/03/2023, 9:24 AM
Upvote, whatsapp, messenger
b

bored-tailor-70735

08/03/2023, 3:51 PM
https://learn.microsoft.com/en-us/azure/health-bot/handoff-teams It looks like this feature is compatible with Microsoft teams (Which I hoped for :D) Seems fairly straightforward too. Is there any update on this feature?
b

bored-soccer-13754

08/04/2023, 5:40 PM
may you please explain how does the intercom integration works and show a simple working example easy to replicate? Thank you very much
f

freezing-printer-49373

08/04/2023, 5:53 PM
Hey @bored-soccer-13754 i just pinged the team. Seems like the documentation is still not complete
b

bored-soccer-13754

08/04/2023, 5:55 PM
Thank you very much dear. I asked here because I didn't fine anything helpful browsing your docs 😉
f

freezing-printer-49373

08/04/2023, 5:55 PM
yeah could not either
just reminded the team
pressure is on 🙂
l

little-scientist-91622

08/07/2023, 6:53 AM
does it only work for intercom?
f

freezing-printer-49373

08/08/2023, 6:57 PM
zendesk should be out soon, otherwise people will be able to replicate zendesk and crreate their own integraiton into other systems. We will work to add more livechat integrations over time
f

flaky-ability-96739

08/09/2023, 4:03 AM
Intercom and slack are on my wishlist
f

freezing-printer-49373

08/09/2023, 3:36 PM
let me check the ETA
p

prehistoric-telephone-11639

08/09/2023, 9:37 PM
Rooting for this Feature Request.
a

adventurous-byte-41263

08/10/2023, 9:24 AM
any news on zendesk integration?
f

freezing-printer-49373

08/10/2023, 2:37 PM
i have some it's probably going to enter Beta very soon, as well as method to implement custom HITLs as well
i'll try to post an update tomorrow i will know more by then
a

adventurous-byte-41263

08/13/2023, 3:21 PM
any news on the ETA?
r

rich-battery-69172

08/15/2023, 7:10 PM
@adventurous-byte-41263 hi we're at the alpha stage, hoping the get to beta next week
a

adventurous-byte-41263

08/15/2023, 7:20 PM
thankyou!
Is an integration with tidio expected to launch in the future?
f

freezing-printer-49373

08/15/2023, 7:26 PM
Tidio seems like a chatbot platform itself? Are you asking for their livechat specifically? I would recommend opening a #1111026806254993459 , i dont beleive this has been requested previously
p

prehistoric-salesmen-96380

08/18/2023, 2:41 PM
I have been using Support Board (https://board.support/) as a livechat software for web, WhatsApp, Instagram, Facebook, etc. It works fantastic but the AI module is not as powerful as Botpress. It would be GREAT if there could be an integration between both. The PERFECT match. Just some ideas 😁
s

salmon-horse-9105

08/18/2023, 7:06 PM
Can you dm me the custom integration. That would be a big help 🙂
g

gentle-shampoo-88367

08/18/2023, 7:12 PM
@salmon-horse-9105 Can you tell me your current progress?
s

salmon-horse-9105

08/18/2023, 7:14 PM
I have tried to make a custom integration with Georgias, but has been unable to make that happen. I need to use it for a client of mine. So i would appriciate, if you could share the integration code.
g

gentle-shampoo-88367

08/18/2023, 7:16 PM
you may DM me to discuss where you are stuck
a

adventurous-computer-6870

08/18/2023, 10:00 PM
Is that an API integration you are looking to do @prehistoric-salesmen-96380 ? I was thinking for the platform we use (another one) that I could simply do a webhook or api to open a new ticket with the chat history embedded. I am not sure which would be better 🙂 what do you think?
p

prehistoric-salesmen-96380

08/19/2023, 10:54 AM
Hey @adventurous-computer-6870 ! Yes, it would be an API integration I would love to have with Support Board. I think it would be perfect because Botpress would be the "brain" (backend) of the system and Support Board would act as the frontend for human agents and my clients. What other platform were you planning to use?
a

adventurous-computer-6870

08/19/2023, 7:12 PM
Reamaze. I think I will use Make.com to do this integration, as it might take a long time for a custom development made for our integration ...
f

full-planet-68214

09/03/2023, 9:38 PM
I took a quick look at the Intercom codebase and didn't spot any clear escalation logic. Admittedly, I'm still navigating this domain, so there's a possibility I overlooked something. I did observe checks for admin IDs, but they seem more like a mechanism to avoid self-replies or perhaps not respond when someone else, such as a human agent, intervenes in the conversation. It doesn't quite resemble an "escalation" mechanism. My idea is that such a mechanism would involve setting a session-level variable to "abort" bot processing from the user's side (e.g., calling operator). From the bot's logic, it might act as a fallback mechanism if, for example, no relevant data is found in the KB or capture failed repeatedly or sentiment analyzis shows that user is pissed off. Additionally, there should be a way for the human agent to reset this "abort" flag, allowing them to reactivate the bot when needed. But again, I'm quite noobish here and not familiar with integration lifecycle so there is a chance I'm pushing something fully irrelevant.
c

colossal-egg-20510

09/05/2023, 3:54 PM
Hi. You are completly right the Intercom integration itself doesn't contain code to manage escalation. This is done on purpose since the HITL logic resides in the bot itself not in the integration's code. More precisely the HITL agent (coming soon) manages the escalation logic inside the bot and uses an integration as the platform for escalation. We are still doing some internal testing and private Betas to make sure the design works and is stable before the release. Stay tuned! 🚀
c

cold-jewelry-54343

09/05/2023, 7:04 PM
watching this thread ! 🙂 a HITL is 👍
c

crooked-van-25152

09/06/2023, 4:49 PM
We're on it.... 🙂 @cold-jewelry-54343
f

famous-raincoat-58603

09/12/2023, 11:30 PM
🙏 HITL cheering on the dev team
r

rough-computer-93217

09/19/2023, 8:47 PM
+1 here! any news on this? 🙏 🤗
c

crooked-island-38112

09/22/2023, 8:55 AM
In the new tutorial videos I see HITL agent on their dashboard but not in mine. Hopefully this shouldn't take long
f

famous-raincoat-58603

09/22/2023, 10:52 AM
😮 omg dont get me so excited
c

crooked-van-25152

09/22/2023, 1:33 PM
Haha! You guys are so funny. 🤣
I love that you noticed that @crooked-island-38112 👀
f

famous-raincoat-58603

09/22/2023, 1:36 PM
"High attention to detail" is on his resume
c

crooked-island-38112

09/22/2023, 1:42 PM
Hahahahaha🤣 @crooked-van-25152 @famous-raincoat-58603 We have been waiting for this and watching every single move👍
c

crooked-van-25152

09/22/2023, 1:43 PM
Love it!!!
b

bored-tailor-70735

09/22/2023, 4:28 PM
I have a bit of insider knowledge on this and it's extremely exciting! Patience is a virtue. Thanks @cold-motherboard-82208 team! ❤️
f

flaky-ability-96739

10/01/2023, 12:34 PM
Is this still coming? We're ending up building a lot of ugly flows to work around this scenario 🙈
h

high-afternoon-19612

10/01/2023, 8:48 PM
Tawk.to
b

bored-tailor-70735

10/02/2023, 3:03 PM
Yes, this is still coming! Hopefully there's an official update soon, but I would guess around 1-3 months for release depending on which platform you want to integrate for this feature
f

flaky-ability-96739

10/02/2023, 3:04 PM
We're building the integration for our own platform 😅
c

crooked-van-25152

10/02/2023, 3:46 PM
Oh wow!
n

narrow-agent-91470

10/02/2023, 7:29 PM
Somehow I saw a HITL in my workflow on my Botpress Studio. I was thinking that there is somebody spying on me. Since then I have stopped to use Botpress. Sorry. And Now that I open Discord and see the Tutorial of doing a Login in the bot, that was exactly what I was doing that day. It kind of putting me in a position I don´t know how to understand that.
c

crooked-van-25152

10/02/2023, 7:45 PM
Hi @narrow-agent-91470 - sorry you felt this way! I can assure you, this isn't the case and would never be. We can't access your bot unless you give us access to it.
The product team might have tested something out and given access to HITL accidentally.
The HITL feature isn't 100% ready yet.. stay tuned!
n

narrow-agent-91470

10/02/2023, 8:09 PM
I understand, and it seems for me, that is simply something going on with my own Systems, since I was hacked a few weeks ago and lost all my data and excess that I had. So now am using even a new account since I have no way to recover my old.
Even the UI, as mentioned in one Help thread before, can´t be changed anymore to dark, even I tried everything. And that persists inn my new BotPress account.
Thank You Sabrina
c

crooked-van-25152

10/02/2023, 8:16 PM
Click at the bottom left to change your studio to Dark mode.
n

narrow-agent-91470

10/02/2023, 8:57 PM
I have done that, doesn´t work. I have tried in another browser. Doesn´t work. I have deleted all cookies and doesn´t work either.
c

crooked-van-25152

10/02/2023, 9:00 PM
Can you please open a thread in #1111009377525186570 and take a screenshot of your studio?
Please tag me in the post.
n

narrow-agent-91470

10/02/2023, 9:02 PM
Just wanted to do that, but for some reason, Heavens Know, right now, I got it into dark mode what I have tried in the past weeks so many times.
But I am thankful for all your time and helping hand.
c

crooked-van-25152

10/02/2023, 9:16 PM
Glad to know it's all working now!
h

hallowed-ram-88927

10/04/2023, 9:57 AM
Hello all, anyone can help with HITL integration / worflow?
b

bored-tailor-70735

10/04/2023, 2:13 PM
We are still waiting for a Beta/ official release. Once that happens, I'm sure myself or others could help! 😁
c

crooked-van-25152

10/04/2023, 4:19 PM
It hasn't been released yet
d

delightful-lifeguard-8029

10/18/2023, 6:43 AM
When can we expect this, have had a client waiting a long time, for human integration, waiting on the feature to come out
l

late-sunset-89256

10/18/2023, 8:05 AM
exiting feature ! waiting for it to be released
a

abundant-crayon-51625

10/31/2023, 1:32 AM
I really need this feature for my client Is there a way to at least stop the bot conversation with a command? A work around for this could be a command like
Copy code
/stop
that adds a bot variable and then the admin could take over the conversations. This could work for Facebook/Instagram integrations were the admin could just use the facebook messager normally after have stopped the bot.
f

famous-jewelry-85388

11/01/2023, 1:47 PM
@abundant-crayon-51625 what platform are you using for the HITL part?
a

abundant-crayon-51625

11/01/2023, 1:50 PM
None at the moment, I'm searching a work around for this
f

freezing-printer-49373

11/02/2023, 8:57 PM

https://www.youtube.com/watch?v=KR87xwsh33Y

Good news for those of you who have been waiting
f

flaky-ability-96739

11/04/2023, 3:37 AM
Is the code for this integration open source?
c

crooked-island-38112

11/04/2023, 9:58 PM
@freezing-printer-49373 hello great job... However I can’t find hitl on my dashboard even after I have enabled and integrated zen desk... help!!!
f

famous-jewelry-85388

11/06/2023, 3:11 PM
HITL will be here:
Part of it, is it missing something?
c

crooked-island-38112

11/06/2023, 4:38 PM
It’s not here it’s so frustrating... have been waiting for this feature for ages @famous-jewelry-85388
f

famous-jewelry-85388

11/06/2023, 4:40 PM
Zendesk is activated?
c

crooked-island-38112

11/06/2023, 5:19 PM
Yes it is and I can see and use the zendesk cards
f

famous-jewelry-85388

11/06/2023, 5:45 PM
k, let me check with the team
c

crooked-island-38112

11/06/2023, 6:31 PM
Thanks a million
c

crooked-island-38112

11/06/2023, 8:20 PM
@freezing-printer-49373 still waiting and hoping
f

freezing-printer-49373

11/07/2023, 8:34 PM
hi buzor, it should be available? is it not showing up on your side?
c

crooked-island-38112

11/08/2023, 3:25 AM
@freezing-printer-49373 Still can’t find it
Not showing up...
And have seen others in the YouTube comment section complain about it too
f

freezing-printer-49373

11/08/2023, 8:06 PM
hey buzor, thanks for pointing this out, i will investigate what the issue is for certain users.
c

crooked-van-25152

11/08/2023, 9:30 PM
It should be working! Try refreshing your page @crooked-island-38112
c

crooked-island-38112

11/09/2023, 11:11 PM
@crooked-van-25152 yeah I have seen it and it’s enabled however it seems to not be working... I even tried creating a ticket with zendesk create ticket mode and it worked but the HITL is not working. Can the team look into this, thanks...
Thanks @freezing-printer-49373 for the help
c

crooked-van-25152

11/09/2023, 11:25 PM
Can you please start a thread in help?
And explain what isn't working and the steps you took etc
c

crooked-island-38112

11/12/2023, 5:31 PM
conversation ends as if there's no HITL node
c

crooked-van-25152

11/13/2023, 4:38 PM
Did you hit publish and then the share button?
c

crooked-island-38112

11/14/2023, 5:01 PM
Yes I did
c

crooked-van-25152

11/14/2023, 5:06 PM
Can you please open a thread in #1111009377525186570 . This way we'll be able to go back and forth with you and see where the issue is! @crooked-island-38112
f

famous-jewelry-85388

11/14/2023, 7:57 PM
@crooked-island-38112 we can continue our thread here: https://discord.com/channels/1108396290624213082/1172407528810889329
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