Add a "Success" Route to the "Forward to Operator" Card in Zobot

Add a "Success" Route to the "Forward to Operator" Card in Zobot

Hello Zoho SalesIQ Team,

We hope you're doing well.

We would like to request an enhancement to the "Forward to Operator" card in Zobot.

Current Limitation:

At present, the "Forward to Operator" card provides the following routes:

  • Operator Not Available

  • Offline

  • Unavailable



However, there is no “Success” route to handle the case when the chat has been successfully transferred to a live agent.

Why This Is Needed:

In several other Zobot cards, such as "Add Ticket" or "Plug", a "Success" route exists, which allows us to trigger follow-up actions after a successful operation. The absence of such a route in "Forward to Operator" limits our ability to implement important logic.

Use Cases for a "Success" Route:

  1. Log transfer details only after the chat is actually handed off to an agent (e.g., agent name, department, timestamp).

  2. Set Zobot context values based on the agent who took the chat — useful for reporting and analytics.

  3. Trigger CRM or Desk integrations only when a human has taken over, to avoid unnecessary entries for missed chats.

This will also help distinguish between chats that were offered to agents but not accepted (covered by the existing "Unavailable" route) versus those where an agent did take the chat.

Recommendation:

Please add a "Success" route to the "Forward to Operator" card, similar to the routes available in other Zobot cards.

This route should be triggered only when the chat is successfully transferred and accepted by a live agent.

This enhancement would improve the flexibility and intelligence of bot flows and help ensure consistent bot behavior across all channels.

Thank you for your continued support and for considering this enhancement!

Best regards,
Ram

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