supports two models of bot integration with agent engagement platforms like customer support service.
These two models are Bot as agent and Bot as proxy.
Bot as agent model integrates bot on the same level as live agents. The bot is engaged in interactions the same way as customer support personnel.
Handoff protocol regulates bot's disengagement and a transfer of user's communication to a live person.
This is the most straight forward model to implement.
Bot as proxy model integrates bot as the primary filter before the user interacts with a live's agent.
Bot's logic decides when to transfer a conversation and where to route it. This model is more complicated to implement.
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