Use Case 3: Handoff to operator from the scenario

Level: basic · Modules: Scenario Builder, Settings → Operator Panel · Action: operator_panel__connect_to_operator_with_msg

Required permissions and access

What you need	Where in the menu	Why
Scenario Builder	Menu → Scenario Builder	Connect node in the scenario
Settings → Operator Panel → Subjects	Settings → Operator Panel → Subjects	Subject with alias for `subject_alias`
Settings → Operator Panel → Skill groups	Settings → Operator Panel → Skill groups	Subject skill group for `auto_connect_operator`

If the Subjects section is missing from the menu — check your account permissions or contact ConnectiveOne support.

Business context

After the menu (or FAQ), the customer taps “Talk to an operator.” If no operators are free — the customer gets your waiting message (edge limit), not silence. After the chat is closed or times out, the scenario can continue via an alias (preparation for CSAT in Use Case 7b).

Expected result

Edge success → connect completed (check in Runs).
Edge limit → customer gets your waiting message.
Edge error → clear error message (not silence).
subject_alias matches the subject in Settings; the subject is linked to a skill group with operators.
chat_closed_alias is set (entrypoint stub) and you understand inactivity / operator-wait timers.

Flow architecture

MessageKeyboard ("Operator") → Action (operator_panel__connect_to_operator_with_msg)
   ├─ success → MessageKeyboard “Operator connected”
   ├─ limit   → MessageKeyboard “Everyone is busy. Please wait…”
   └─ error   → “Could not connect. Try later”

After chat close (by operator) → chat_closed_alias → (e.g. “Thank you” section / stub for UC-7b)

Link to other settings

What	Why
Subject (`subject_alias`)	Route the dialog to the correct OP queue / folder
Subject skill group	Where `auto_connect_operator` takes a free operator from
Operator in skill group	Otherwise `limit` or `success` without a live operator
Alias after close / timeout	Continue the scenario after chat lifecycle events

→ Configure subjects · Configure skill groups

Step-by-step implementation

Step 0. Subject, skill group, and operator (if not yet)

Settings → Operator Panel → Subjects → create a subject for training:

Field	Example
Name	Training Support
alias	`training_support`
Skill group	Training Support SG (link an existing one or create a new one)

Settings → Operator Panel → Skill groups — make sure the subject’s group has at least one test operator (for E2E).

Write down the subject alias — it goes into subject_alias on the connect node.

Step 1. MessageKeyboard — escalation button

Parameter	Value	Why
Text	“Need an operator?”
Button	“Talk to an operator” · payload `operator`	Start connect
Output Variable	(optional)	Button edge is enough

Edges: button operator → Action connect.

Step 2. Action — `operator_panel__connect_to_operator_with_msg`

What the action does: creates a chat room in Operator Panel, assigns the subject, tries to connect an operator, returns an event by result.

node_params	Level	Value (example)	Why
`subject_alias`	must	`training_support`	Route to subject / queue
`auto_connect_operator`	must	`true`	Free operator from the subject skill group; otherwise limit
`chat_closed_alias`	should	`training_chat_closed`	After operator closes → entrypoint (UC-7b: CSAT)
`custom_timeout_time`	should	`30`	Dialog inactivity timeout (min); fires `chat_closed_by_timeout_alias`
`connection_timeout_time`	should	`120`	Seconds waiting for an operator → `connection_timeout_alias`
`customTextToOperator`	nice	“Customer from the training bot”	Context for the operator in OP
`add_button`	nice	`false`	In training we don’t complicate the chat UI

Related aliases (as needed): chat_closed_by_timeout_alias, connection_timeout_alias, chat_closed_by_client_alias — details in the action reference.

Entrypoint stub: create a section with entry point training_chat_closed and a simple MessageKeyboard “Thank you for contacting us” — in Use Case 7b you will replace it with CSAT.

Edges (minimum required: success + limit + error):

Edge	When	Where	Why
`success`	Chat created, customer connected	MessageKeyboard “You are connected to an operator”	Customer knows the dialog is in OP
`limit`	No free operators	MessageKeyboard “All operators are busy…”	Your queue text
`error`	Chat creation error	“Could not connect…”	Failsafe (Use Case 9)
`banned` (if present)	Customer is banned	Blocking message	Rare in training, but better to connect the edge

Step 3. MessageKeyboard after `limit`

Parameter	Example
Text	“All operators are busy right now. We’ll reply soon — please wait in this chat.”

Without this node the customer often sees silence after limit.

Step 4. Test in Runs

Runs / preview: tap “Operator” → check which edge fired (success, limit, or error).
Confirm that after edge limit the customer sees your message (not silence).
If always error — check subject_alias, subject, and skill group in Settings.
In trace / constants check that chat_closed_alias is recorded (if set).

Optional (E2E): if the instance has a test operator and channel — verify the dialog landed in the subject with the matching alias. This is not a required completion criterion for Use Case 3.

Queue message: the text is written by the integrator in the node after limit. For training, a static clear message is enough.

Acceptance criteria (self-check Runs)

Edges success, limit, error are connected on the canvas.
After limit the customer sees your message (not silence).
subject_alias = subject alias in Settings → Operator Panel → Subjects.
Subject is linked to a skill group; the group has an operator (for E2E).
chat_closed_alias is set and an entrypoint section with that alias exists.
You understand the purpose of custom_timeout_time and connection_timeout_time.
In Runs you can see which edge fired after tapping “Operator.”
(Optional E2E) Dialog appears in Operator Line in the correct subject.
(Optional) The same connect flow rebuilt via Instance Agent and verified in Runs (rule).

Common mistakes

Symptom	Cause	What to do
Always `error`	Wrong `subject_alias` or subject missing	Create the subject, match the alias
Silence after connect	No MessageKeyboard after `limit`	Add waiting text
Dialog not in the right subject	Alias mismatch	Match Settings and `node_params`
`success`, but operator doesn’t see it	No operators in the subject skill group	Add an operator to the subject skill group
After close the scenario does not continue	No `chat_closed_alias` or entrypoint	Set alias + section with entry
Inactivity close “does nothing”	`chat_closed_by_timeout_alias` not set	See the full connect action reference