Dialogflow ES handoff

Handoff is the process of transferring an end user conversation from a Dialogflow ES virtual agent to a human agent. Dialogflow ES offers multiple ways to do this.

Indicate handoff in your intent response

First, you must create a Dialogflow ES agent . Design your Dialogflow ES agent so that matching certain intents tells Dialogflow ES to hand off the conversation to a human agent.

Parameters

The endInteraction parameter tells Dialogflow ES to remove the Dialogflow ES agent from the conversation.

Dialogflow ES doesn't directly use the liveAgentHandoff parameter. It sends the boolean value to your webhook request when the intent is matched, or in response to your API call to detect intent. When your Dialogflow ES agent receives an intent with this parameter's value set, you can take any actions necessary to hand off the conversation.