Here's how the live-agent-transfer framework works.

If a skill determines that the customer wants or needs to speak to a person, the skill connects to Oracle B2C Service and then displays a message that it's waiting for the agent to join the conversation. Oracle B2C Service sends a chat request to one of the live agents who are monitoring an agent chat console. After the agent accepts the request, the framework sends the customer's chat history and, optionally, a list of supported actions that the agent can send back to the bot. After the agent connects with the customer, the skill passes the messages between the customer and the agent until the user or agent terminates the session or the session expires.