Summary

LiveAgents mediator acts as a middleware and allows forwarding an user from a conversation with an automated bot to a live chat with a real agent.

This mediator has been designed to receive and send messages from the final user to the agent and viceversa, and its not linked to an specific channel.

Architecture

In order to establish a conversation with a live agent, the user must be placed in the queue and wait for an agent to take the conversation. Once these steps has been completed, messages will flow between the user and the agent through the middleware.

...