Agent Handoff / HITL (Human in the loop)
# 👀feature-requests
b
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
@bored-tailor-70735 which platform is the one you would like to use? @rich-battery-69172 do we have an ETA?
b
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
Got it, thanks, have you tried our Microsoft teams integration in the integrations section of your bot on app.botpress.cloud?
b
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
next week we will ship triggers and possibly the HITL agent that comes with it
m
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
Need this too!
a
@icy-night-95554 please upvote, and tell us which integration you want to use. 🙂
i
Done. Whatsapp
i
Any update on this feature being incorporated? @rich-battery-69172
b
Any update on HITL @rich-battery-69172 ??
w
any update on this feature please ? Thank you . I am working for a business client who has asked for this feature!
b
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
tawk.to
w
Team any update on this HITL agent ? Would really need it for a client product soon , thanks so much 🙂
m
hi @acceptable-gold-88171 , is HITL available for Twilio?
a
I also need this thanks
n
Would also love this feature or even an integration with different software. Does anyone know how to do this with Botpress?
g
Bump
l
Any update on this??
a
@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
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
Zendesk is moving very quick right now! stay posted. From there we are planning to add half a dozen more in short order!
w
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
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
keen for this feature
f
hey @wonderful-kilobyte-12079 right now it's available through intercom
n
assuming u need to be in the beta access right?
f
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
any eta on the zen desk intergration?
f
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
Thank you 😊
l
looking forward with this! 🙂
b
Looking forward to this feature!
o
Is there support for gorgias (https://www.gorgias.com/) ?
g
I wrote a custom integration for gorgias, maybe I can help you out? @orange-oyster-67936
l
Upvote, whatsapp, messenger
b
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
may you please explain how does the intercom integration works and show a simple working example easy to replicate? Thank you very much
f
Hey @bored-soccer-13754 i just pinged the team. Seems like the documentation is still not complete
b
Thank you very much dear. I asked here because I didn't fine anything helpful browsing your docs 😉
f
yeah could not either
just reminded the team
pressure is on 🙂
l
does it only work for intercom?
f
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
Intercom and slack are on my wishlist
f
let me check the ETA
p
Rooting for this Feature Request.
a
any news on zendesk integration?
f
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
any news on the ETA?
r
@adventurous-byte-41263 hi we're at the alpha stage, hoping the get to beta next week
a
thankyou!
Is an integration with tidio expected to launch in the future?
f
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
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
Can you dm me the custom integration. That would be a big help 🙂
g
@salmon-horse-9105 Can you tell me your current progress?
s
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
you may DM me to discuss where you are stuck
a
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
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
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
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
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
watching this thread ! 🙂 a HITL is 👍
c
We're on it.... 🙂 @cold-jewelry-54343
f
🙏 HITL cheering on the dev team
r
+1 here! any news on this? 🙏 🤗
c
In the new tutorial videos I see HITL agent on their dashboard but not in mine. Hopefully this shouldn't take long
f
😮 omg dont get me so excited
c
Haha! You guys are so funny. 🤣
I love that you noticed that @crooked-island-38112 👀
f
"High attention to detail" is on his resume
c
Hahahahaha🤣 @crooked-van-25152 @famous-raincoat-58603 We have been waiting for this and watching every single move👍
c
Love it!!!
b
I have a bit of insider knowledge on this and it's extremely exciting! Patience is a virtue. Thanks @cold-motherboard-82208 team! ❤️
f
Is this still coming? We're ending up building a lot of ugly flows to work around this scenario 🙈
h
Tawk.to
b
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
We're building the integration for our own platform 😅
c
Oh wow!
n
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
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
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
Click at the bottom left to change your studio to Dark mode.
n
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
Can you please open a thread in #1111009377525186570 and take a screenshot of your studio?
Please tag me in the post.
n
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
Glad to know it's all working now!
h
Hello all, anyone can help with HITL integration / worflow?
b
We are still waiting for a Beta/ official release. Once that happens, I'm sure myself or others could help! 😁
c
It hasn't been released yet
d
When can we expect this, have had a client waiting a long time, for human integration, waiting on the feature to come out
l
exiting feature ! waiting for it to be released
a
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
@abundant-crayon-51625 what platform are you using for the HITL part?
a
None at the moment, I'm searching a work around for this
f

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

Good news for those of you who have been waiting
f
Is the code for this integration open source?
c
@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
HITL will be here:
Part of it, is it missing something?
c
It’s not here it’s so frustrating... have been waiting for this feature for ages @famous-jewelry-85388
f
Zendesk is activated?
c
Yes it is and I can see and use the zendesk cards
f
k, let me check with the team
c
Thanks a million
c
@freezing-printer-49373 still waiting and hoping
f
hi buzor, it should be available? is it not showing up on your side?
c
@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
hey buzor, thanks for pointing this out, i will investigate what the issue is for certain users.
c
It should be working! Try refreshing your page @crooked-island-38112
c
@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
Can you please start a thread in help?
And explain what isn't working and the steps you took etc
c
conversation ends as if there's no HITL node
c
Did you hit publish and then the share button?
c
Yes I did
c
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
@crooked-island-38112 we can continue our thread here: https://discord.com/channels/1108396290624213082/1172407528810889329
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