Action `operator_panel__connect_to_operator_with_msg`

Creates a chat in Operator Panel and connects the client to an operator. Parameters are set in the node JSON configuration (or in Node Inspector fields). All parameters are optional unless stated otherwise.

System ID: action_operator_panel__connect_to_operator_with_msg
In the scenario also: operator_panel__connect_to_operator_with_msg

Node concept in Scenario Builder: Live operator in a dialog.
Short catalog entry: Actions reference — Operator Panel.

Events (scenario branches)

After execution the action returns one of the branches. Connect each to the following nodes.

Event	When it occurs
success	Chat created (typical success when the node has no separate `queue` / `connected` branches)
connected	Operator already connected / chat in `processed` status — only if the node has a `connected` exit
queue	Chat in queue or waiting mode (`continue`, `status: "queue"`) — only if the node has a `queue` exit
banned	User is under an active ban; the client may receive the ban reason text
limit	`auto_connect_operator` is enabled, but no free operator was found
error	Failed to create the chat or another failure

If the node has no queue / connected exits, a successful result always goes to success (even when the chat is actually in the queue).

The add_button / add_return_button buttons are chat UI, not scenario events (branches).

Main connection settings

Parameter	Type	Description
`subject_alias`	string	Subject alias. Supports placeholders (`{{...}}`). The subject must exist and not be deleted.
`auto_connect_operator`	boolean	`true` — before creating the chat, checks for free operators by the subject skill group (respecting dialog limits). If none — limit event, chat is not created. `false` or absent — chat is created without auto-assignment.
`assigned_operator`	string / number	Operator ID (op_user). Works only together with `auto_connect_operator: true`. Supports placeholders.
`continue`	boolean	`true` — the client can continue the scenario while waiting (`wait` state); branch is usually success (or queue, if present).
`status`	string	Initial internal chat status: `new`, `processed`, `queue`, `closed`. Do not change without a clear need.
`status_name`	string	Custom chat status (if such a status does not exist — it will not be set). Supports placeholders.
`chat_title`	string	Chat title in the operator panel. Supports placeholders, e.g. `"Support Chat - {{{user_name}}}"`.
`weight`	number	Dialog weight (priority). If not set — subject weight is used.
`tag_ids`	array	Tag IDs for the chat. Supports placeholders in array items; non-existent IDs are ignored.
`history_by_phone`	boolean	Look up client history by phone number (even from other channels / `chat_id`).
`history_count`	number	How many of the client's last bot steps to pass to the operator. `0` or absent — do not send history.
`enable_transition_on_chat_close`	boolean	If disabled — on chat close, the alias transition is not performed.
`process_bot_id`	number	Bot ID whose processes can be used on connect.
`type`	string	Chat room type (e.g. `ticket`, `fast_line`, `group`). If not set — determined automatically.
`instagram_room_type`	string / null	For Instagram: `direct` — regular 1:1 chat; otherwise (`null` / `comment`) — room for a thread. Works for post comments, mentions, and Story replies.

Messages and communication

Message to the operator

Parameter	Type	Description
`customTextToOperator`	string	Technical message for the operator only. Supports placeholders.
`parse_mode`	boolean	`true` — process `customTextToOperator` as Markdown/HTML.

Waiting message to the client

Parameter	Type	Description
`waiting_message`	object	Localized waiting texts: keys are language codes (`uk`, `en`, …). Supports placeholders in values.
`waiting_message_time`	number	After how many seconds to show `waiting_message`. Default 300.

{
  "waiting_message": {
    "en": "Please wait, connecting you to an operator...",
    "uk": "Будь ласка, зачекайте, з'єднуємо вас з оператором..."
  },
  "waiting_message_time": 60
}

Buttons for the client

Parameter	Type	Description
`add_return_button`	boolean	“Go back” button. Text — constant `return_button_text`.
`alias_return_scenario`	string	Scenario block alias when the return button is pressed.
`add_button`	boolean	Exit-chat button on operator/system messages. Text — constant `close_chat_button_text`.

Dialog completion and aliases

Aliases are stored in state constants and fire after chat lifecycle events (they do not replace success/limit/… branches).

Parameter	State constant	When it fires
`chat_closed_by_client_alias`	`alias_closed_by_client`	Client closed the chat with the button
`chat_closed_alias`	`alias_chat_closed`	Operator closed the chat (client text — `chat_closed_by_operator`)
`chat_closed_by_timeout_alias`	`alias_chat_closed_by_timeout`	Closed due to inactivity (text — `chat_closed_by_timeout`)
`connection_timeout_alias`	`alias_connection_timeout`	Operator connection was not awaited in time
`alias_on_operator_connected`	`alias_operator_connected`	Operator connected to the chat (for queue / cascade scenarios)
`alias_return_scenario`	`alias_return_scenario`	Return button

Timeouts

Parameter	Unit	Description
`custom_timeout_time`	minutes	Inactivity timeout for this dialog only (overrides the global `chat_room_timeout` setting).
`connection_timeout_time`	minutes	How long to wait for operator connection before closing the dialog. Must be smaller than `custom_timeout_time`, otherwise the dialog is closed by inactivity and `connection_timeout_alias` never fires.
`transfer_timeout`	seconds	How long to wait for a manual transfer to another operator to be accepted (default ~120).

Integration and AI

Parameter	Type	Description
`event_webhook_url`	string	URL for real-time chat events. See webhook setup.
`fastline_operator`	boolean	`true` — connect Fast Line as the operator (chat in waiting mode with AI).
`copilot_bot_id`	number / string	AI bot (Copilot) ID for the chat. If not set — the system may assign Copilot by settings priority. In the `copilot` channel, Copilot is not connected again.

What the system does without separate parameters

Behavior	When
Type `group`, title from dialog name	Incoming message from a group chat (`is_group`)
Type `fast_line`, status `processed`	`fastline_operator: true`
`prev_step` message to the operator	Widget has constant `prev_step` (redirect)
Facebook Ads first message in the chat	Matching feature flag enabled and first Ads message data present
Instagram story-room or comment-room	Instagram channel + matching event type, if `instagram_room_type` ≠ `direct`

Extra data

Parameter	Type	Description
`client_extra_data`	object	Extra client fields (placeholders in values). May affect email/phone/name.
`chatroom_extra_data`	object	Extra chat room fields (placeholders in values).

{
  "client_extra_data": {
    "level": "{{user_level}}",
    "vip": "{{is_vip}}"
  },
  "chatroom_extra_data": {
    "product": "{{product_name}}",
    "order_id": "{{order_id}}"
  }
}

Full configuration example

{
  "subject_alias": "support",
  "event_webhook_url": "https://example.com/chat_events",
  "auto_connect_operator": true,
  "assigned_operator": "42",
  "continue": false,
  "add_button": true,
  "add_return_button": true,
  "alias_return_scenario": "return_point",
  "transfer_timeout": 30,
  "history_count": 5,
  "history_by_phone": true,
  "customTextToOperator": "Користувач має проблеми з {{{feature}}}.",
  "parse_mode": false,
  "chat_closed_alias": "chat_closed_flow",
  "chat_closed_by_timeout_alias": "timeout_flow",
  "connection_timeout_alias": "connection_lost",
  "chat_closed_by_client_alias": "client_closed",
  "waiting_message": {
    "en": "Please wait, connecting you to an operator...",
    "uk": "Будь ласка, зачекайте, з'єднуємо вас з оператором..."
  },
  "waiting_message_time": 60,
  "connection_timeout_time": 5,
  "custom_timeout_time": 20,
  "chatroom_extra_data": {
    "product": "{{product_name}}",
    "order_id": "{{order_id}}"
  },
  "copilot_bot_id": "345",
  "client_extra_data": {
    "level": "{{user_level}}",
    "vip": "{{is_vip}}"
  },
  "chat_title": "Support Chat - {{{user_name}}}",
  "status": "queue",
  "status_name": "Узято в роботу",
  "weight": 50,
  "tag_ids": [1, 2],
  "enable_transition_on_chat_close": true
}

Standard bot constants

Texts are taken from bot constants for the current language (lang_code). Full reference (with default wording): Standard bot constants (Operator Panel).

Constant	Purpose
`chat_created_msg`	Message when the dialog is created
`chat_operator_connected`	Operator joined (role and name are appended)
`auto_connected`	Text on operator auto-connect (if missing — often `chat_created_msg`)
`chat_closed_by_operator`	Chat closed by operator
`chat_closed_by_timeout`	Chat closed by timeout
`op_role_supervisor`	Role name “Supervisor”
`op_role_operator`	Role name “Operator”
`op_role_admin`	Role name “Administrator”
`close_chat_button_text`	End-conversation button text
`return_button_text`	Return button text
`close_chat_command`	Chat close command (if set together with `add_button`)

Action operator_panel__connect_to_operator_with_msg