I am currently working on integrating an AWS Lex V1 bot with the Genesys web messenger. The integration has been successful and works in the web messenger. I wanted to know if it is possible to make the Lex bot trigger a triage to a live agent if the end user would type key words such as "Live Agent" or after the error handling I have setup.
The error handing is setup so that if the bot cannot understand the user's intent after 3 times, there will be a prompt. The prompt as of now says "Transferring to live agent" but I cannot find a way to activate that transfer in architect from the bot.
If you want the keywords such as "Live Agent" to allow Architect to transfer to a queue, I would suggest creating a new Intent that uses "Live Agent" as one of the sample utterances. I do not think that there would be any slots required. This will create a new output path for the intent on the Call Lex Bot action in the flow. You would then be able to add a Transfer to ACD action to end the flow and initiate the transfer.
For the error handling scenario, the Failure path on the Call Lex Bot action will taken without sending the prompt from Lex. There is an errorType variable binding in the Failure Outputs section of the action. The value of the errorType will be "NoMatchError" because the utterance the customer specified didn't match any of the configured intents. Then, within this output path, you could add a Send Response action with the "Transferring to live agent" message. Then, you would add the same Transfer to ACD action as the other intent.