This project allows ODA (19.1.3 and above) to handover a user chat to a third party Agent Handover system other than Oracle Service Cloud. Project is shipped with mock agent server ‘with no UI’ that prints out user messages to console. Also a sample implementation to hand over chat to “Oracle Engagement Cloud (19A or above)”.
Features
This project extends ODA out of the box features integrating with Oracle Service Cloud to different agent systems, so you will still use the out of the box System.AgentInitiation and System.AgentConversation components; hence your skill is totally abstracted from back-end agent system details. By using ODA built-in system components, the following features are supported:
- Passing user conversation history to agent upon initiating a chat request.
- Bot user can terminate chat conversation at anytime using the exit keywords specified in System.AgentConversation component.
- Upon terminating a chat conversation, Agent can redirect the bot to a specific state as specified in the actions property in System.AgentInitiation component. Read the complete article here.
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