Inbuilt tool - deflect_to_chat

Back to Inbuilt tools The deflect_to_chat tool moves a voice conversation to a chat channel. The caller continues with an automated dialog or with a human agent over chat.

When to use

Use deflect_to_chat when a task is better handled in chat than by voice, for example when the caller needs to receive a link, fill in a form, or type a long value. The tool speaks an optional message to the caller and starts the switch to chat.

Declare the tool

TOOLS:
  deflect_to_chat(
      deflectionType: string,
      message?: string,
      triggerType?: string,
      language?: string
  ) -> object

Parameters

Parameter	Required	Description
`deflectionType`	Yes	`automation` to continue with the automated dialog in chat, or `agentTransfer` to continue with a human agent in chat.
`message`	No	Message spoken to the caller before the switch.
`triggerType`	No	What triggered the deflection: `userSelection` or `automationContext`. If omitted, `automation` uses `automationContext`, and `agentTransfer` uses `userSelection`.
`language`	No	Language code for text-to-speech.

Returns

The deflection branch that was taken: DEFLECT_AUTOMATION or DEFLECT_AGENT_TRANSFER.

Example

TOOLS:
  deflect_to_chat(deflectionType: string, message?: string) -> object

FLOW:
  move_to_chat:
    CALL:
      deflect_to_chat(
        deflectionType: "automation",
        message: "I'll continue with you over chat. You'll receive a message shortly."
      )
    THEN: COMPLETE

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References

Inbuilt tool - deflect_to_chat

When to use

Declare the tool

Parameters

Returns

Example

​When to use

​Declare the tool

​Parameters

​Returns

​Example

When to use

Declare the tool

Parameters

Returns

Example