1-to-n user-agent Communication in Bot Framework

[Tushar301]

I have implemented the "tompaana" solution for bot-agent-handoff (1 to 1 conversation) in C#, but how can I establish a "1 to n" scenario (i.e. one agent handling multiple users after bot escalation)?

[tompaana]

Hey, "tompaana" here.

You’d probably need to modify the Bot Message Routing code (https://github.com/tompaana/bot-message-routing) to support 1:many connections. You should ditch the NuGet package and add the project as such to your solution if you haven’t done so already. Note that that is just my quick guestimate - it could be that the router is fine and you need to something on the sample side.

Conversation ID should be different for each agent-customer connection even if the agent has several connections. Indeed, Match method does compare these two (https://github.com/tompaana/bot-message-routing/blob/master/BotMessageRouting/MessageRouting/DataStore/RoutingDataManager.cs#L107). Match method is used by RoutingDataManager.IsConnected method (https://github.com/tompaana/bot-message-routing/blob/master/BotMessageRouting/MessageRouting/DataStore/RoutingDataManager.cs#L601) so it ultimately checks the conversation IDs too (so I guess that part should be fine).

I don’t doubt there is this limitation with respect to 1-to-N functionality and while I can't say out-of-the-bat where the blocker is, I believe it should be easy to overcome. I suggest you do some digging and when you find the solution, would be nice if you reported it back here to help others with the same need.

[Tushar301]

@tompaana, Thanks for your reply. Will you further provide any support in achieving 1 to n communication. Because I'm finding difficulties in customizing the code.