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WTS Chat

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Overview

The WTS Chat node's "Session → Transfer to User" operation allows you to assign an active chat session to a specific user within your WTS Chat environment. This is particularly useful in customer support or sales scenarios where sessions (conversations) need to be routed to the appropriate agent or team member for follow-up, escalation, or specialized handling.

Practical examples:

  • Automatically transfer a customer chat session to a human agent after a chatbot interaction.
  • Route sessions to specific users based on business logic, such as language preference or issue type.
  • Reassign sessions from one agent to another during shift changes.

Properties

Display Name Type Description
Session ID String The unique identifier of the session you want to transfer. Required.
User Name or ID Options The user to whom the session will be assigned. You can select from a list or use an expression. Required.

  • Session ID:

    • Type: String
    • Description: Enter the session ID of the chat session you wish to transfer.

  • User Name or ID:

    • Type: Options (dropdown or expression)
    • Description: Choose the target user from the list or specify their ID using an n8n expression. If not set, the operation will fail.

Output

The output is a JSON object containing the result of the transfer operation. The structure typically includes information about the updated session assignment, such as confirmation of the new user assignment and possibly session metadata.

Example output:

{
  "success": true,
  "sessionId": "abc123",
  "assignedUserId": "user456",
  "message": "Session successfully transferred."
}

Note: The exact fields may vary depending on the WTS Chat API response.

Dependencies

  • External Service: Requires access to the WTS Chat API.
  • API Key: You must configure valid WTS Chat API credentials (wtsApi) in n8n.
  • n8n Configuration: No special configuration beyond credentials is required.

Troubleshooting

Common issues:

  • Missing Session ID:

    • Error message: SessionID is empty!
    • Resolution: Ensure you provide a valid Session ID.

  • Missing User ID:

    • Error message: UserID is empty!
    • Resolution: Select a user from the dropdown or provide a valid user ID via expression.

  • Invalid or expired API key:

    • Error message: Authentication errors from the WTS Chat API.
    • Resolution: Check and update your WTS Chat API credentials in n8n.

  • Session or User not found:

    • Error message: May return an error if the provided IDs do not exist.
    • Resolution: Double-check that both the session and user IDs are correct and exist in your WTS Chat system.

Links and References

This operation streamlines the process of reassigning chat sessions, ensuring efficient workflow management in customer engagement scenarios.

Discussion