Drunkboomy
Drunkboomy3w ago

Help with Live Agent Handoff: Operator messages not appearing in chat UI

Hi everyone, I'm struggling with a live agent handoff integration and could use some expert advice. My goal is to allow a user in the Voiceflow web chat to have a real-time conversation with an operator from Zoho SalesIQ. The core question is: Is it possible for two different parties (the end-user and a live operator sending messages via the API) to have a back-and-forth conversation within the standard Voiceflow chat widget? Here is my current setup: A user in the Voiceflow chat is handed off to a Zoho operator. I'm using Make.com as middleware. When the Zoho operator sends a message, it triggers a webhook to my Make.com scenario. The Make.com scenario then calls the Voiceflow Dialog Manager API (/state/user/{userID}/interact) to push the operator's message into the chat. The Problem: I can't get the operator's message to appear in the chat UI. I get a 200 OK response from the API, but nothing shows up for the user. I've tried two main approaches for the API payload: Using a "request" payload: This makes the Voiceflow agent reply to the operator, which I don't want. Using an "action": { "type": "speak" } payload: This correctly stops the agent from replying, but the message still doesn't appear in the UI, even when I specify the versionID: "production" header. I've been working on this for a while and have hit a wall. I'm starting to wonder if this kind of two-way live chat is only possible with a custom-built front-end, rather than the standard web widget. Any help or clarification would be greatly appreciated! Thank you.
1 Reply
Braden
Braden3w ago
not today, we're working on live agent handoff where the live agent can chat inside the vf chat widget

Did you find this page helpful?