Enable Agents to Specify the Transition Action

If you want to enable the agent to specify which state to transition to after the live-chat session ends, use the Agent Actions property in the Agent Initiation component to list the supported actions that the agent can send, and then use the Agent Conversation component to map the actions to states.

When the agent accepts the chat request, the chat console displays the supported actions, each of which is preceded by a slash (these are referred to as slash actions).

If the agent sends any of the slash actions, the action is sent to the live-agent transfer framework, and the skill terminates the live chat. If the Agent Conversation component has a transition for that action, the flow transitions to the named state. Note that the conclusion message (stored in the systemComponent_AgentConversation_conclusionMessage resource bundle entry) isn't output if the agent sends a slash action.

1. In the Agent Initiation state, use the Agent Actions property to list the supported actions.
2. Add a state for the next transition, which is reached when the user terminates the conversation by using an exit keyword, and then add these transition actions:
   • Each action that's listed in the Agent Actions property in the Agent Conversation component.
   • An agentLeft action for when the agent terminates the live chat without using a slash action or the session times out. See Transition Actions for Agent Conversation.
   • An expired action for when a session expires. See Transition Actions for Agent Conversation.
   • An error action for when the channel connection fails. See Transition Actions for Agent Conversation.