If you don't have conversation control, you may see a text warning on the message. However, you can still reply to the conversation by using the Human Agent tag permission. This will allow you to interject the conversation and take control of the thread.

One common use case for this is when a user is stuck in a conversation with an automation app and the agent needs to intervene. When the app with the Human Agent tag permission interjects the conversation, the thread control is passed to the Sprinklr App.

However, please use this tag only when you see genuine cases of intervention and when you have ascertained 100% that you have to take control. Facebook would be monitoring the use of this tag for any misuse or violation.

Error

If the messages start failing it means you don't have the thread ownership and the agent, replying from Sprinklr, will see this warning in the publisher window.

For example, the error could be

Solution

1. In order to reply back to the customer, the agent has to take the thread control from the external bot.

2. Click the Options icon on the desired conversation and select Request Control.

   
   

3. 

   
   

   
   

   
   

4. On the Request Control window, add a comment and click Request.

   
   

   

   
   

5. It is completely at the discretion of the external bot to provide the control and once the external bot approves the request, a new message will be sent to Sprinklr."[INTERNAL] Conversation control has been passed to you."

6. If this message is shown in the conversation then the control has been passed to Sprinklr and the agent can now send a reply to the customer.

In the new Facebook HOP release, if an external bot app is in control of the thread, Sprinklr agents will not be able to interject the conversation by sending messages to the thread. This is because the controlling app will have exclusive control of the thread.

If you need to take control of the thread, you will need to request thread control from the external bot application. The external bot application will then have the option to grant or deny your request.

Please note that you should only request thread control when it is absolutely necessary. If you are not sure whether you need to request thread control, it is best to on the side of caution and not request it.