Handing the chat to a live operator
The Connect to operator node (action_operator_panel__connect_to_operator_with_msg) creates an Operator Panel chat and connects the client to an operator (subject, queue, capacity rules). It is the standard way to give the conversation to a human from the scenario.
Branches after the action runs
The action returns one event — each has its own output on the canvas:
| Event | What it means for you |
|---|---|
| success | Chat created; connection OK |
| banned | User is banned |
| limit | No operators available |
| error | Chat creation failed or runtime error |
Wire each branch to follow-up nodes — e.g. after limit, send a «try again later» message.
Note: add_button / add_return_button in the form refer to operator-chat UI, not these four canvas events. Details: Connect to operator parameters.
Resetting variables nearby: constants (Set / Clear constant nodes) that later steps depend on after this node (counters, iterators, flags) should be set after the connect-to-operator node, not before it — otherwise the changes may not persist for the following nodes. See Storing values for later steps.
What happens to the scenario after the handoff
Treat this node as the exit point from the scenario for that chat. As soon as the chat moves into the operator panel, the scenario stops advancing the client any further — deliberately, so the bot does not talk over a live operator.
The practical consequence: anything you place on the canvas «some time after» this node never runs. The most common mistake is a waiting timer with an auto-close branch:
❌ Connect to operator node → «30 minutes of silence» interval node → close chat
This looks workable in the editor and saves without errors, but the close branch never fires — and you get no warning at all.
What to do instead:
| What you need | Where to configure it |
|---|---|
| Close an inactive chat after N minutes | Operator panel timers — the «Dialog timeout in minutes» field |
| Remove the AI assistant from the chat | Takeover button in Fast Line Pro monitoring — see Operator and Fast Line in one chat |
| Return the chat to the scenario | Not supported: once handed to an operator, the chat stays in the operator panel until it is closed |
If your scenario already has a timeout branch after the connect-to-operator node, remove it: it does not work and only adds load to the system.
When it fits
- The bot menu has an option like «Talk to an operator».
- You need a ticket/chat with a subject and tags.
- You want to pass context to the operator via the «text to operator» field.
Setup in a few steps
- Add Connect to operator from the template list.
- Set subject (subject_alias) — it must exist in the project.
- Optionally enable auto-connect, tags, text to operator.
- On the canvas, wire success, banned, limit, error.
- Configure aliases for chat close / return if needed — see the reference.
Full fields: Connect to operator parameters.