Render "Talk to Person" button

[svenseeberg]

Automatic answers should contain a button "talk to human". This will be normal HTML and the app has to render it as a button that triggers a specific message (i.e. "User wants to talk to human").

Zammad can use this text with a trigger to forward the issue to a human.

[svenseeberg]

Alternative: new / amended Integreat CMS API endpoint that does something special to Zammad.

[svenseeberg]

Do we need other buttons as well? We should probably discuss some kind of "actions schema". Currently, the API response contains a messages attribute. We could add an available_actions attribute?

{
  "messages": [],
  "available_actions": ["request_human", "end_chat"],
}

Alternatively, the actions could be per message, and usually only the actions for the latest message are rendered/shown.

[svenseeberg]

Alternatively, we could add a new attribute to our Zammad issues, which indicated that the chat bot should not answer at all. We can then add an info to the first automatic answer that the user can always request to talk/write to a human. We can have an LLM evaluate each message if the user wants that and in such a case set the "silence bot" attribute in Zammad. Zammad can then have a trigger bumping this issue to a human.