...
In the Skill Details section, update the below fields as required:
Skill Name: This defines the name of the skill.
Description: This is the description of the skill.
Skill Image URL: This is the URL to the Image assigned to the skill. The image appears when the skill is recommended to the End User as a Suggested Skills.
Transfer to Agent Command: This command is used to trigger the Support Agent transfer process. It transfers the conversation to a Support Agent. This command is tenant-specific and set to '//transfertoagent' by default. However, this command can be customized as required.
Display as Suggested Skill: This defines if the 'Transfer to Agent' skill can be added as a Suggested skill for your bot. For more information Suggested Skill refer, Customize System Skills behavior
Status: This indicates the current Active/Inactive status of the skill.
In the User Phrases section, add the phrases that could be used to transfer the user request to a Support Agent.
To add a new phrase, type the required text in the User Phrases section and press Enter.
To delete a phrase, hover over the row which you want to delete and click the Delete icon.
Click Save to save the updates.
Using ‘Transfer to Agent’ Skill
A user can request to talk to a support team by using one of the phrases configured, such as Transfer to an Agent, or can directly use the skill command. On receiving the request, Luma identifies the available Support groups (Custom groups with Purpose set as Support Group) and prompts the user to select Support Agent group, which the user requires to talk to. The available Support groups are identified based on the Business Hours defined in Tenant Settings → Users Administration→ Groups. The available support groups are classified as :
...
The End-user may also exit the conversation with the Agent using the Abort/Exit command.
Trigger ‘Transfer to Agent’ Skill through a Skill
‘Transfer to Agent’ Skill can also be triggered from another skill based on a specific condition. A Skill developer can add ‘Transfer to Agent’ as a branching skill. This eliminates the additional user steps of ending the current conversation and initiating Transfer to Support Agent. When triggered through a skill, a user request can also be routed directly to a specific Support group.
To use ‘Transfer to Agent’ in your skill,
Add 'Add Condition' in Conversation flow.
Define the rule that should be evaluted as ‘true’ to trigger ‘Transfer to Agent’.
Configure a message to be displayed to the end-user.
To redirect the user request to specific Support group, Set Attribute global context variable OOTB Support group name tothe Support group’s name.
Set Execute to Skill andselect 'Transfer to Agent' skill.
In the below example, if the IssueCategory is Luma, user request is redirected to Support group named ‘Luma Support.’
...
User Registration
This section is used to define the ‘User Registration’ skill for your Tenant. This is an out-of-the-box skill that is used to register an anonymous user in Luma Virtual Agent. In addition to skill details, you can define a command and phrases which the users are expected to utter when they prefer to request user registration. When a new user executes the registration skill using any of the associated phrases or the defined command, then the user registration process in Luma Virtual Agent is triggered, and the user becomes a registered user. You may also define if the skill can be added as a Suggested skill.
...