Others can correct me if I am wrong there, but I think we can only transfer from an agent to another agent or other queue, not to a chat flow.
The only way I could see this working is to have DialogFlow be the front-end chat and then pass off to Genesys on escalation and watch for the agent to drop the conversation. When that happens, run a webhook to pass the customer off to the other DialogFlow agent. I don't know of another way of doing this in Genesys Cloud.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.comhttps://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 07-03-2020 11:28
From: Wong Ricky
Subject: Route to Dialogflow after finishing an inbound chat
It is straight forward to implement a chat flow started with Dialogflow, then route to human agent in the middle.
However about routing back to another Dialogflow agent after agent finished chatting with the client?
#DigitalChannels
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Wong Ricky
Individual Only Contact Account
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