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ElevenLabs via Bot Connector - agent-to-agent transfer fails on digital

  • 1.  ElevenLabs via Bot Connector - agent-to-agent transfer fails on digital

    Posted 9 hours ago
    Hi all,
     
    Looking for clarification on Bot Connector session behavior.
     
    We are using ElevenLabs for our AI agent capabilities, integrated with Genesys. On voice we go through the Audio Connector. On digital we're experimenting with the Bot Connector, using a Call Bot Connector node in an Inbound Message Flow to reach our ElevenLabs agent.
     
    In ElevenLabs we have a router agent that identifies intent and then hands off to a specialist AI agent based on the user's utterance (Billing, Email, and so on). The Bot Connector integration is bound to the entry/router agent.
     
    On voice this works end to end. The `transfer_to_agent` hops or the internal AI agent transfers happen inside the ElevenLabs session and Genesys never sees it.
     
    On digital, the initial connection to the router agent is fine, but it breaks at the point of transfer.
     
    Example:
     
    > Entry agent: How can I help you?
    > User: Hi, I have an issue with my invoice
     
    At this point the router AI agent should hand off to the Billing AI agent. Instead, the bot connector fails and the interaction is terminated.
     
    Has anyone implemented ElevenLabs through the Bot Connector and dealt with this?
     
    Thank you!

    #AIConfiguration
    #API/Integrations
    #ConversationalAI(Bots,VirtualAgent,etc.)

    ------------------------------
    Ramsha Shaikh
    Engineer, AI
    ------------------------------


  • 2.  RE: ElevenLabs via Bot Connector - agent-to-agent transfer fails on digital

    Posted 4 hours ago

    Hi Ramsha,

    I haven't implemented ElevenLabs with the Genesys Bot Connector myself, but based on the documentation, Bot Connector is supported for text-based agents, and ElevenLabs also separately supports agent-to-agent transfers (transfer_to_agent).

    What I couldn't find documented is whether an internal ElevenLabs agent-to-agent transfer is supported within the same Genesys Bot Connector session.

    Since your Router Agent works and the failure occurs specifically when it hands off to the Billing Agent, I would check the ElevenLabs conversation trace and Architect execution history at that point. It may also be worth confirming with ElevenLabs whether transfer_to_agent is supported when the conversation originates through the Genesys Bot Connector trigger.

    Genesys integration:
    https://elevenlabs.io/docs/eleven-agents/customization/integrations/genesys

    Agent-to-Agent transfers:
    https://elevenlabs.io/docs/eleven-agents/customization/tools/system-tools/agent-transfer

    Interested to hear what you find.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



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