Action fl_transfer_to_skill_group
System ID:
action_fl_transfer_to_skill_group
Description
Escalates a dialog from Fast Line (AI operator) to a skill group: removes the Fast Line participant and, by the distribution strategy, connects an available operator. If none are available — the chat goes to the queue. Requires an active Operator Panel context with chat_room_id.
You must specify either skill_group_id or skill_group_alias.
Events (scenario branches)
| Event | When it occurs |
|---|---|
| success | Chat transferred to an operator from the skill group |
| queue | No available operators — chat in queue |
| error | No chat_room_id in Operator Panel state |
| no_fastline_operator | No Fast Line participant in the chat |
| no_skill_group | Skill group not set / not found |
| operator_already_connected | Another operator is already connected |
Parameters
| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
skill_group_id |
string / number | Conditionally* | null |
Skill group ID. Supports placeholders |
skill_group_alias |
string | Conditionally* | null |
Skill group alias/name. Supports placeholders |
*One of the two parameters is required.
Configuration example
{
"skill_group_alias": "support_team"
}