Add Log escalation failure if SF bot is offline/disabled

[itzzritik]

This PR contains the log escalation failure if SF bot is offline/disabled:

Steps to reproduce these changes

1. Make sure that Salesforce Bot is offline, if not log out from the Salesforce bot.
2. Disabling the bot will have a similar effect as it will make the bot offline.
3. That's it, now try to escalate the case from livechat widget.
4. It should fail and log the error Failed to handover, as shown below

Screenshot of the logpoint

[ear-dev]

@itzzritik can you use this from now on when we add new log points please..... JSON.stringify(handoverFailure)

[itzzritik]

Understood, will take care

[ear-dev]

thanks.... I'll test

[ear-dev]

@itzzritik I'm not yet able to get this to work.... maybe tomorrow you can demo for us how this should work.

[itzzritik]

@ear-dev I have updated the description, with steps to reproduce, please have a look.

[ear-dev]

@itzzritik can you be more precise when you say "Make sure that Salesforce Bot is offline, if not log out from the Salesforce bot."?

• Do you mean that the "salesforce-live-agent-integration.bot" user is offline?
• Do you mean that the "Salesforce Live Agent Integration" app is disabled?

Also, in the case where the Dialogflow app is misconfigured to handover to a department that does not exist, will this trigger the failed handover event?

Can you confirm other scenarios as well please:

• salesforce app has no available agents
• salesforce app is broken/frozen
• salesforce app is misconfigured so that it cannot talk to the salesforce backend properly

I know that there are a lot of edge cases......

Can you please create a document that describes every case where your failed to handover log points will be triggered?
I'll make a story about that.

[itzzritik]

@ear-dev That's a great plan, would be better to keep everything at a place.
I will surely make a document capturing all Failed to Handover events.
and I'm aware that this task is being tracked here.
Thanks!