Applying for a Multimedia Silent Agent

A chatbot can apply for a multimedia agent for assistance during the conversation with a user.

Context

A silent agent can be in one of the following states: common, monitoring, insertion, and transfer.

Common: When a silent agent switches to this state, the agent proactively releases the call with the chatbot. The user directly communicates with the chatbot.

Monitoring: When a silent agent switches to this state, the agent can view the conversation between the user and chatbot. When the chatbot fails to reply to a user's question for three consecutive times, the chatbot sends a help signal to the silent agent. The silent agent can send a reply or switch the state for assistance.

Insertion: When a silent agent switches to this state, the silent agent directly communicates with the user in the name of the chatbot. When the user sends a message, the chatbot sends a help request to the silent agent. The silent agent can reply to the user only when the chatbot asks for help.

Transfer: When a silent agent switches to this state, the agent can transfer the call to the agent service.

Silent agents are available only in channels that support chatbot and silent agent skill queue configurations.
Silent agents are available only for flows whose Work Mode is set to Monitor or Insert during publishment on the Flow Orchestration page in the intelligent IVR.
Silent agents do not support the manual answering mode.