Any luck on transferring end users to human agents with the end_session tool? Based on this documentation, it makes it sound like having the end_session tool in your agent and instructing your agent to call it when a user asks to escalate should do the trick if you have assigned a human agent in the same queue as your virtual agent.
Please let me know if I’m misunderstanding how this tool should be used.
We do have a working method, using before model callbacks and a python tool where the before model callback checks to see if the python tool was called, and if so a custom payload is created transferring to a specific queue (using menu_id like Dialogflow).
But still, we wanted to see if end_session tool was best practice for this.
Thank you.