Hand-off DM conversation from Bot to human agent

[Gimmba1]

How do we hand off conversations from bot (chatbot behind twitter DM) to human agents. Facebook has its own handover protocol (https://developers.facebook.com/docs/messenger-platform/handover-protocol/) which passes the thread control from bot to human agent. Similar to that does Twitter has any app level thread control where we can have multiple twitter apps which handles DM.

[LeBraat]

We don’t have any similar handoff protocol or method at this time. We do allow multiple apps to access and manage DMs on behalf of a user though. The source_app field in the DM payloads indicates which app sent a DM on behalf of the authenticated account; otherwise, you will have to coordinate hand-off mechanisms on your side of things.

[Gimmba1]

Thanks for your response. Please do let us know whether the conversation ID which is being generated in Twitter is similar to session ID (i.e does it have an expiry time) or same ID will be maintained through out the conversation’s life span.This input will be helpful to build our own hand-off mechanism or workaround.

[system]

This topic was automatically closed 14 days after the last reply. New replies are no longer allowed.