[FEATURE] Experience rating when HITL hands off from Agent back to the chatbot.

[dvncan]

Is your feature request related to a problem? Please describe. In order to collect sentiment on the specific conversation I need to email the user after the conversation has been resolved, which is done outside of botpress.

Describe the solution you'd like After the handoff to live agent is complete, I would like to gather the sentiment of the user for that specific conversation. After the agent resolves the conversation I want the flow editor to trigger a message to be sent asking the user "How did we do? Please rate our service out of 5". Currently I am unable to accomplish this.

Describe alternatives you've considered Alternatives I have tried are:

• Building a secondary flow path for the user to activate after they have completed the chat w the support agent
• Building a hook "Before incomming middleware" that would check for a specific message and send the bot to a specific node. However both the user and the agent were able to transfer to that node, for this work around to work after the agent says Thank you, I want the user to be directed to give their rating of the conversation. However both the agent and the user can trigger that sentiment node with the same message.

Additional context A potential client has requested this feature. This feature would allow for an improved user experience by allowing a customized conversation ending to be triggered.

[srckarthik]

This is karthik. Thank for posting the query. I will wait for the response and solution

[srckarthik]

my main expectation is 'How the next node knows whether the Agent has handed over the chat to bot or not, is there any flag or value been passed back bot, that bot need to check and move the flow to next node'

Please share the solution for that

[dvncan]

Hey @srckarthik,

It has come to my attention that we can customize the API endpoint after HITL has successfully closed, set a temporary variable and check for variable = true before sending the customer satisfaction survey.

Here is some code from a custom action I use to check if an agent is available, we can modify this so it triggers after HITL successfully closes conversation and set a temporary variable.

const config = await bp.http.getAxiosConfigForBot(event.botId, { localUrl: true }) //bp.logger.info(JSON.stringify(config, null, 2)) const res = await axios.get('/mod/hitlnext/agents', config) //bp.logger.info(JSON.stringify(res.data, null, 2)) //bp.logger.info(res.data.some(x => x.online))

//set temp variable which will describe state

event.state.temp.onlineAgents = res.data.some(x => x.online)`

you could modify this to set a flag that confirms conversation is complete

[xXWarMachineRoXx]

How are you populating online agents ??

[xXWarMachineRoXx]

Also did you make a custom component that every agent can access on thier web chat to transfer control to themseleves?