Details

There are 4 types of events that can be sent:

• Room events: used to update the end-user about the state of the conversation.

• Typing events: used to show a typing indicator to the end-user.

• Messaging events: used to send a reply from the human agent to the end-user.

• Closing event: used to close the handover and route the end-user back to the chatbot.

Room events

Room events are events with the type agent_joined or agent_left.

They are used to indicate to the user when a human agent joins or leaves the conversation. These are the blue notifications in the following example from Laiye web widget:

Typing events

Typing events are events with the type typing_on or typing_off.

They are used to display a typing indicator to the end-user. The following display example is from Laiye web widget:

Messaging event

Messaging events are events with the type message_sent.

They are used to send replies from human agents back to the end-user.

Closing events

Closing events are events with the type handover_terminated.

Once the scenario needing human assistance is completed, a closing event should be sent by the agent to complete the handover and redirect the end-user back to the chatbot.

Sending a closing event will automatically trigger an "agent_left" event to inform the user that the handover is terminated.

After the closing event is sent for a end_user_token, messages from the user will not be sent to the human agent platform anymore (or not until the user requests a new handover, which will start a new handover protocol from the first step of creating a new conversation on the human agent platform).