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How to configure a bot for attendant transfer

  • Updated

Transferring the tickets in your Human Service - Desk is essential to guarantee a good service for your customers, that's why we created a possibility for you to activate this solution directly. Another feature that will help after setting up the transfer by attendant is: How ticket distribution works.

 

Make the following settings to enable it in your human service chatbot:

To enable the functionality, the following walkthrough will change internal distribution settings.

 

  1. In the bot portal, click on the settings gear as shown below:

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  1. On the settings screen, access advanced settings: “Click here to access advanced settings”.

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  1. An alert modal will appear asking if you want to continue, click on “Confirm” to proceed.

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  1. In the advanced settings, a list will appear with the columns: Domain, Key and Value.

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  1. Look for the domain setting “postmaster@desk.msging.net” and key “DistributionType”. This setting accepts SQL or Redis values. Click the pencil next to this setting to edit its value:

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  1. Replace the current value with “Redis” and click on the confirmation icon on the side, as shown below:

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  1. Ready! Now your bot uses the Redis distribution on the Desk.

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If your bot does not have this configuration available, it means that it uses the standard SQL distribution. In that case, follow these steps:

 

  1. Click “Add”:

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  1. Fill in the fields as follows and click the confirm button on the side: 

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  1. Ready! The new configuration has been added and your bot uses the Redis distribution on the Desk.

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For more information, visit the discussion on the subject in our community or the videos on our channel. 😃

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