In the chatbot business process, set up an element to transfer the dialogue to an operator. For this:

1. Add a ‘Transfer chat to operator’ user task.

   

2. Fill in the ‘ChatId’ parameter with the same process parameter.

   

3. Based on the search option for the freest operator, fill in the following parameters:

   1. Transfer to an available operator. No additional parameters need to be filled.
   2. Transfer to an available operator on the team. Additionally, fill in the ‘TeamId’ parameter.
   3. Transfer to an operator. Additionally, fill in the ‘OperatorId’ parameter.

4. Set up the logic for processing the result of the element execution.

   The result of the execution is returned in the ‘Success’ element parameter.

   • True: The dialogue has been successfully transferred to the operator.
   • False: There are no available operators for dialogue transfer.

   And returned the additional parameters:

   • OperatorId: the identifier of the appointed operator.
   • OperatorUserId: the user’s identifier of the appointed operator.
   • TeamId: the identifier of the team to which the appointed operator.

   If the parameter pre-fills before running the element, its value remains after executing.

   The ‘Transfer dialogue to operator’ user task contains the searching algorithm for the available operator. The available operator is the one with the least number of dialogues in progress. If several operators have the same number of dialogues in progress, the new dialogue will be assigned to the operator who has not taken any dialogues longer than others.

   <aside> 💡 Note: The operator must change their status to ‘Active’ in the communication panel to start processing the dialogues.

   </aside>

   Any allocation result is recorded in the dialog's transfer history detail.