Contenful/handoff

[dpinol]

Description

Create handoff content

Context

There wasn't any content to define the fields of the handoff an its target. With the handoff content we can avoid breaking the flow when there is an agent handoff.

Approach taken / Explain the design

Create a new component with some of the fields of HandOffBuilder:

• onFinish: can be a payload or a target (Text, Image, Carousel)
• queue: reference to a desk queue
• agent: can be an agentEmail or an agentId
• shadowing: boolean

message: to define the message that will be shown before the handoff
failMessage: to define the message that will be shown if the handoff can't be done

To document / Usage example

Testing

The pull request...

• has unit tests

[dpinol]

see my comments

[AinaVendrell]

Should onFinish be mandatory? @asastre @guinii @AlbertGom

[asastre]

Should onFinish be mandatory? @asastre @guinii @AlbertGom

I would set it as mandatory since the most common thing to do after a handoff is to show a message or a rating.
If no content has to be shown after a handoff, you can always set a payload that leads to an empty action.

[asastre]

The destination attribute in Handoff can be one of these 3: Queue, Agent Email or Agent ID.

Setting the destination to an Agent Email, would it represent an auto-assign? If so, there's no way to do an auto-assign into a specific Queue to a specific agent, right?
Right now I have to choose between setting a queue or an agent as the destination of the Handoff but doing the handoffs directly in the bots I can determine both in the same handoff.

I think this configuration can't be done with the actual changes in this PR, am I right? If I'm right, I think we should consider adding this type of configuration to Handoff.

[asastre]

👏 Nice!! 🚀