Attendance Queue Module

Human-attendant queue management for hybrid bot/human support workflows.

Overview

The attendance queue module manages handoffs from bot to human agents, tracking conversation queues, attendant availability, and real-time assignment.

Configuration

Create attendant.csv in your bot's .gbai folder:

id,name,channel,preferences
att-001,John Smith,whatsapp,sales
att-002,Jane Doe,web,support
att-003,Bob Wilson,all,technical

Queue Status

Status	Description
`waiting`	User waiting for attendant
`assigned`	Attendant assigned, not yet active
`active`	Conversation in progress
`resolved`	Conversation completed
`abandoned`	User left before assignment

Attendant Status

Status	Description
`online`	Available for new conversations
`busy`	Currently handling conversations
`away`	Temporarily unavailable
`offline`	Not working

REST API Endpoints

GET /api/queue

List conversations in queue.

POST /api/queue/assign

Assign conversation to attendant.

{
    "session_id": "uuid",
    "attendant_id": "uuid"
}

POST /api/queue/transfer

Transfer conversation between attendants.

{
    "session_id": "uuid",
    "from_attendant_id": "uuid",
    "to_attendant_id": "uuid",
    "reason": "Specialist needed"
}

GET /api/attendants

List all attendants with stats.

BASIC Keywords

TRANSFER TO HUMAN "sales"
TRANSFER TO HUMAN "support", "high"

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