[New Feature] Add Synchronous handover support in the App

[murtaza98]

Sync handover support means - When the bot is not able to answer the user's query N no of times continuously, then the app will automatically transfer control from Bot to an online Livechat Agent.

[murtaza98]

The implementation for this feature is will be a bit tricky than Dialogflow due to the following reason:-

1. Unlike Dialogflow, which provides a property isFallback within all its response, Rasa's API response(see references) doesn't have this property.
2. Unlike Dialogflow which provides the detected-Intent-Name within all its response, Rasa's API response doesn't include this.

My proposed solution to tackle this issue:-

1. Provide a additional App-Setting with named Fallback Intent Name.
2. After making HTTP call to get response for query, make another HTTP call to /conversations/{sender-Id}/tracker endpoint. The response from this enpoint will contain last_message.intent property which we can compare with the App-Setting in Step 1.

References

• Rasa rest api response

  [
  {
    "recipient_id":"session-no-1",
    "text":"Here some IPL quick info:\n1.The match between Team Stokes and Team Buttler was recently held and Team Stokes won."
  },
  {
    "recipient_id":"session-no-1",
    "text":"2.The next match is Ireland vs New Zealand on 02 July 2020"
  },
  {
    "recipient_id":"session-no-1",
    "text":"Did that help you?",
    "buttons":[
       {
          "payload":"Yes! it did",
          "title":"Yes! it did"
       },
       {
          "payload":"No! it didn't",
          "title":"No! it didn't"
       }
    ]
  }
  ]

[engahmed1190]

@murtaza98 it can be sent from RASA Chatbot itself where Fallback Action to be triggered after N times and Flag to be raised

class ActionDefaultFallback(Action): 

def name(self): return "my_fallback_action"

def run(self, dispatcher, tracker, domain):
    i = tracker.get_slot('i')
    dispatcher.utter_message("okay")
    if i == 3:  // N =3 
        dispatcher.utter_message("Handoff ")
        return [ConversationPaused()]

    if i == None:
        i = 0
    i += 1
    return [UserUtteranceReverted(),SlotSet("i", i)]

[murtaza98]

@engahmed1190 Thanks for sharing this info. This should work :+1: