78 lines
1.6 KiB
Markdown
78 lines
1.6 KiB
Markdown
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# Attendance Queue Module
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Human-attendant queue management for hybrid bot/human support workflows.
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## Overview
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The attendance queue module manages handoffs from bot to human agents, tracking conversation queues, attendant availability, and real-time assignment.
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## Configuration
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Create `attendant.csv` in your bot's `.gbai` folder:
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```csv
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id,name,channel,preferences
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att-001,John Smith,whatsapp,sales
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att-002,Jane Doe,web,support
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att-003,Bob Wilson,all,technical
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```
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## Queue Status
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| Status | Description |
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|--------|-------------|
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| `waiting` | User waiting for attendant |
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| `assigned` | Attendant assigned, not yet active |
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| `active` | Conversation in progress |
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| `resolved` | Conversation completed |
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| `abandoned` | User left before assignment |
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## Attendant Status
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| Status | Description |
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|--------|-------------|
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| `online` | Available for new conversations |
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| `busy` | Currently handling conversations |
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| `away` | Temporarily unavailable |
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| `offline` | Not working |
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## REST API Endpoints
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### GET /api/queue
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List conversations in queue.
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### POST /api/queue/assign
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Assign conversation to attendant.
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```json
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{
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"session_id": "uuid",
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"attendant_id": "uuid"
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}
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```
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### POST /api/queue/transfer
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Transfer conversation between attendants.
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```json
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{
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"session_id": "uuid",
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"from_attendant_id": "uuid",
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"to_attendant_id": "uuid",
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"reason": "Specialist needed"
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}
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```
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### GET /api/attendants
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List all attendants with stats.
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## BASIC Keywords
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```basic
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TRANSFER TO HUMAN "sales"
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TRANSFER TO HUMAN "support", "high"
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```
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## See Also
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- [Human Approval](../chapter-06-gbdialog/keyword-human-approval.md)
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