Alternatives for Handover protocol?
1

Based on the updates for December 16 (https://developers.facebook.com/docs/messenger-platform/europe-updates), Handover protocol will be fully gone. We are currently utilizing this in our chatbot application:

  • We have 2 applications configured on the page
    • Primary application goes to URL where an automated chatbot is receiving requests, and replies automatically based on defined business logic (including customer self-service)
    • Secondary application goes to URL where human operators are waiting for incoming contacts
  • If the automated chatbot cannot fulfill customer request, or there is any kind of issue, we use Handover protocol to give control to secondary application so that human operators can assist the customers

Is there any kind of alternative feature for this behaviour?

Gábor
Asked about 2 months ago