Getting Notified of Agent clicking Terminate Chat
I'm looking to integrate Oracle Service Cloud with a BOT platform of my own wherein I'm using the Third Party Queue API. This integration is on many channels: Facebook, Webchat, Email, etc. and the channel capabilities (receiving and sending messages) lie with my application (external).
So for the very first time, I require the bot to kick in and once it decides to handover to an agent, I start the Chat API steps on Oracle Service Cloud (GetChatURL, RequestChat, RetrieveMessage, PostChatMessage). Now when the agent terminates the chat on Oracle Service Cloud, I need to be notified about this event, so that I can direct the customer to the bot again when he/she send a new message the next time.