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  1. Actions And Operations
  2. Flow

Set Chat Operator State Action

PreviousReset Conversation ActionNextSchedule Behaviour Action

Last updated 2 years ago

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This operation can change the conversation operator status by raising the operator request flag or activate complete take over.

Settings

The action uses the following settings:

Setting

Description

Mode

The state mode that will be applied to the conversation

Operators Group

The group that will handle the assignation request.

Assign Operator

The operator pick mode

Select only online operators

If active, the action will filter all offline operators before executing the request.

Remarks

The mode setting has the following possible values:

  • Request Operator

  • Operator Takeover

    • Control is given to an operator. Any user input is ignored by your chatbot engine. The conversation is expected to be handled by a human operator.

  • Chatbot Controlled

    • Control is given back to the chatbot. Any user input is processed by your chatbot.

Xenioo will automatically handle the Assign Operator setting as follows:

  • Random

    • Any operator will be picked at random. If a group is specified, the random operator will be picked exclusively inside that group.

  • Less Busy

    • Xenioo will prioritize the operator that have currently the least controlled conversations. If multiple operators have the same amount of conversations it will proceed randomly among them.

  • Specific

    • A specific operator will be used by the action.

If no operator is available and the Select only online operators flag is enabled, no action will be taken and the chat state will not change.

As soon as the chat is assigned to an operator it becomes marked as "Taken Over". No other action in the current interaction will be executed.

Trigger

This action does not have any trigger.

Variables

This action produces the following variables after being triggered:

Variable

Description

operator_group

The group of the selected operator

operator

Availability

Channel specific availability follows the table below:

Channel

Availability

Facebook

Fully Available.

WhatsApp

Fully Available.

Telegram

Fully Available.

Web

Fully Available.

Alexa

Not Available. Unattended messages broadcast are not allowed.

Google Assistant

Not Available. Unattended messages broadcast are not allowed.

Slack

Fully Available.

API

Fully Available.

This action can be used only inside interactions and not as child of other actions.

Further Reading

This action automatically expands the number of available options depending on your account package availability. Some options may not be available to every account.

A is raised for a specific conversation.

Some of available settings are directly related to the and may be missing from standard premium accounts.

The full mail address of the selected operator. If no operator can be selected this variable .

request operator flag
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