[DP-23] Handoff Path with Actions

Problem

  1. Users don't provide sufficient context to agents before handoff (ticketing / live agent).
  2. A few custom handoff systems aren't supported natively by Moveworks.

What does this pattern do?

Allow Paths to trigger from a native handoff option.

[object Object]
Moveworks11:43 AM

Ok, here are some ways to get further help:

Who do you want to contact?

IT

People / HR

Facilities

Path triggers natively from Moveworks backstop.

[object Object]
Gwen11:43 AM

People team

[object Object]
Moveworks11:43 AM

Got it. Which category is this?

Employee benefits

Performance reviews

Payroll information

[object Object]
Gwen11:43 AM

Benefits

API call to iPaaS to file ticket & find the live agent queue
{
"ticket_number": "HRxxxx",
"user_email": "gwen@moveworks.ai",
"category": "employee_benefits"
}

Steps in iPaaS tool
1. Create Live agent URL using the ticket category
2. Send URL using Events API

[object Object]
Moveworks11:43 AM

Follow this link to connect to a LiveAgent for Travel and Expense tickets

Connect to Live Agent

Cancel

Example Use Cases

  1. IT: Route to a different ticketing queue by capturing an issue category from user.
  2. Facilities: File ticket to a custom non-integrated Moveworks system (for eg. MS Dynamics ITSM).

Need this pattern right now?

  1. Build the Path.
  2. Setup generative intents (can’t present Path natively via handoff today).
  3. Define handoff action as a Path API.