Conversation Handover message
This page describes where to use and find a conversation handover message type
Last updated
This page describes where to use and find a conversation handover message type
Last updated
In OpenDialog webchat, using a conversation handover message means that new messages sent by the user are not sent to the incoming/webchat endpoint, but are handled by an external system.
Hand to system messages contain a number of data elements that have a unique name specifying what they are for. This way, any custom data payload can be sent with hand to system messages
Conversation handover messages are intended to be used to inform OpenDialog that the handling of chat has been taken over by another channel (typically a human).
Navigate to the Message Editor and create a conversation handover block by clicking the Add conversation handover block icon in the Layout section.
From here you can fill out the text you want your message to initially read, link your message to a specific handover integration, and then set any text you want to display should your customer be passed back from the live agent to your OpenDialog chatbot.
Open your OpenDialog application
Select the Scenario that you wish to edit
Select Design from the left hand panel and select Messages
Go into the message that you want to add a message block to
Add a 'Conversation Handover' message block
Add in your own text to the fields you want to customise
To preview your message, go to the Preview section
Navigate to the Message Editor and create a conversation message`. Select hand-to-system-message from the message type drop down menu and the XML Snippet field will automatically be populated with a code template.
Fill in the template with the properties of your particular message and when you are happy with it make sure to save your message and test it in the Test Preview chat window.
Open your OpenDialog application
Select the Scenario that you wish to edit
Select Design from the left hand panel and select Messages
Go into the message that you want to add a message block to
Add a 'Custom Message' block
Select 'Conversation Handover' from the drop down
Add in your own text to the fields you want to customise
To preview your message, go to the Preview section
Saving a message: Always remember to hit 'Save Message' before closing or navigating away from the edit screen.
When structuring a message, you are able to use multiple different message blocks together to create the message that you are looking for. However, when it comes to ordering and structing these, there are some rules that need to be followed. To learn more about this, please head to the Constructing Messages page for more information.
For all message types, a key element to take into consideration is Accessibility, especially for messages that include customisation with multimedia types such as buttons, images and links. For all information on accessibility within OpenDialog, please click here.
