OmniBots Engagement Hub

The OmniBots Engagement Hub integration enables bot-to-agent escalation without an external contact center platform. When a Handoff node fires, the conversation is routed directly to an agent queue in the OmniBots Agent Desktop via the internal adapter.

This is the simplest escalation option -- no third-party credentials, no webhook configuration, no external platform to manage.

How It Works

Bot Flow (Handoff Node)
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    v
OmniBots Internal Adapter
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    v
WorkItem created in agent queue (shared database)
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    v
Redis pub/sub offer event --> Agent Desktop
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    v
Agent accepts --> live conversation begins

Unlike external CCaaS integrations (Genesys, 8x8, Amazon Connect, Google CCAI) that make API calls to a remote platform, the OmniBots adapter writes directly to the shared database and delivers real-time events through Redis pub/sub.

imageInternal escalation architecture diagram showing Handoff Node to Internal Adapter, WorkItem creation in database, Redis pub/sub event, and Agent Desktop accepting the work item

OmniBots internal escalation architecture

Prerequisites

• At least one agent queue configured in the Agent Desktop (a default queue is created automatically)
• One or more agents assigned to the queue and signed in as Online
• No external credentials or platform accounts required

Configuring the Integration

1. Add the Integration in OmniBots

Go to Settings > Integrations > Add Integration and select OmniBots Agent Desktop:

Field	Description
Name	A label for this integration (e.g., "Internal Support Queue")
Default Queue	Optional -- the queue to route to when the Handoff node does not specify one

No credentials are needed. Click Save to create the integration.

2. Use the Integration in a Flow

1. Add a Handoff node to your bot flow
2. Select the OmniBots integration from the CCaaS Integration dropdown
3. Optionally set the Queue (by name or ID) in the routing data -- if omitted, the default queue is used
4. Connect the success and failure output handles

Queue Routing

The adapter resolves the target queue using this priority:

Priority	Source	Example
1	queue_id in routing data	Explicit UUID from a flow variable
2	queue or queue_name in routing data	Queue name like "Billing"
3	default_queue in integration config	Configured when setting up the integration
4	Tenant's default queue	The queue marked is_default in Agent Desktop
5	First active queue	Fallback to any active queue

TIP

Use flow variables to route dynamically. For example, set {{selected_queue}} based on the user's issue type and pass it as the queue name in the Handoff node.

Context Data Passed to Agents

When the handoff occurs, the agent sees the following in their work item:

Data	Description
Conversation transcript	Full message history between user and bot
AI summary	Auto-generated summary of the conversation so far
Intent	Detected user intent or escalation reason
Sentiment	Real-time sentiment score at the time of escalation
Custom attributes	Any flow variables marked for handoff
Contact info	Customer name, email, and phone if available from the contact record
Channel	Originating channel (web, SMS, WhatsApp, voice) mapped to work item type

Channel-to-Work-Item Mapping

Channel	Work Item Type
Web, SMS, WhatsApp	Chat
Voice, Phone	Call
Email	Email

Agent Offer and Accept

When a work item is created:

1. The adapter queries the queue for online agents
2. The work item is offered to the first available agent
3. A Redis pub/sub event notifies the Agent Desktop in real time
4. The agent can accept or decline the offer
5. If the agent's profile has auto-accept enabled, the work item is assigned immediately

If no agents are online, the work item stays in waiting status until an agent becomes available.

WARNING

If the Handoff node has a timeout configured and no agent accepts within that window, the flow follows the failure path. Design this path to offer alternatives such as leaving a message or trying again later.

Transfers

Agents can transfer a conversation to a different queue from the Agent Desktop. The adapter:

1. Records the transfer in the work item's transfer history
2. Resets the work item to waiting status in the new queue
3. Clears the current agent assignment
4. Offers the work item to agents in the new queue

The full conversation context and transcript travel with the transfer.

Capabilities

Capability	Supported
Message history	Yes
Typing indicators	Yes
File transfer	Yes
Queue transfer	Yes
Read receipts	No
Queue callback	No

imageAgent Desktop inbox showing an incoming work item from a bot conversation, with conversation transcript, AI summary, detected intent, and sentiment score in the context panel

Agent Desktop receiving a bot-escalated work item

Testing the Escalation

1. Ensure at least one agent is Online in the target queue
2. Publish your bot with a flow that includes the Handoff node
3. Start a conversation and trigger the escalation path
4. Verify the work item appears in the Agent Desktop inbox
5. Accept the work item and confirm the conversation transcript is visible

Troubleshooting

Issue	Resolution
Work item not appearing	Verify the agent is Online and assigned to the target queue
Escalation fails immediately	Check that at least one active queue exists for the tenant
Agent not receiving offer	Confirm the agent's WebSocket connection is active (check browser console)
Wrong queue	Verify the queue name in routing data matches an active queue exactly (case-sensitive)
Context data missing	Ensure flow variables are set before the Handoff node executes

Comparison with External CCaaS

	OmniBots Engagement Hub	External CCaaS (Genesys, 8x8, etc.)
Setup	No credentials needed	OAuth/API key required
Latency	Lowest (direct DB + Redis)	Higher (HTTP API calls)
Agent desktop	OmniBots Agent Desktop	External platform's desktop
Dependencies	None	External platform account
Best for	Teams using OmniBots as their primary agent tool	Teams with existing contact center platforms