Help with Live Agent Handoff: Operator messages not appearing in chat UI
❓API❓Webchat
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.
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.
