bot_handoff

Bot-HandOff

A common request from companies and organizations considering bots is the ability to "hand off" a customer from a bot to a human agent, as seamlessly as possible.

This project implements a framework called Handoff which enables bot authors to implement a wide variety of scenarios, including a full-fledged call center app, with minimal changes to the actual bot.

It also includes a very simple implementation that illustrates the core concepts with minimal configuration.

This project is in heavy flux, but is now in a usable state. However this should still be considered a sample, and not an officially supported Microsoft product.

This project is written in TypeScript.

Source Code

See example folder for a full bot example.

Basic Usage

import * as bot_handoff from 'bot_handoff';

// Replace these two functions with custom login/verification for agents and operators
const isAgent = (session: builder.Session) => session.message.user.name.startsWith("Agent");
const isOperator = (session: builder.Session) => session.message.user.name.startsWith("Operator");

/**
    bot: builder.UniversalBot
    app: express ( e.g. const app = express(); )
    isAgent: function to determine when agent is talking to the bot
    isOperator: function to determine when operator is talking to the bot 
                NB - recommended not to change the operator function as this is what the IBEX dashboard is looking for
    options: { }, looking for mongodbProvider and directlineSecret
**/
bot_handoff.setup(bot, app, isAgent, isOperator, {
    mongodbProvider: process.env.MONGODB_PROVIDER,
    directlineSecret: process.env.MICROSOFT_DIRECTLINE_SECRET
});

Required environment variables:

"MICROSOFT_APP_ID" : "",
"MICROSOFT_APP_PASSWORD" : "",
"MICROSOFT_DIRECTLINE_SECRET" : "",
"MONGODB_PROVIDER" : ""      

License

MIT License