This makes it possible to transfer a conversation handled by the bot to another application, for example, to a human care provider.
It works transparently, since once you have configured the protocol, the user will start the conversation with the bot in Facebook Messenger or Instagram, and when he/she consults the intention where you have included the referral add-on for those channels, the transfer to the human care application will be made.
At the time of referral, the history of the conversation between the user and the virtual agent will be sent to the secondary app.
Once the human agent closes the conversation, the user continues chatting with the Virtual Assistant.
Important: to display this type of action in the platform's Referral add-on, you must request it through a Service Request.See below the steps to configure the Handover protocol and find here the info from Meta for Developers.