How to configure a bot for attendant transfer

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:
   

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

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

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

5. 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:

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

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

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”:

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

• Domain:postmaster@desk.msging.net
• Key: DistributionType
• Value: Redis

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

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