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Back to BotKit SDK Overview The BotKit SDK is a set of Node.js libraries that let you intercept and customize messages and webhook events in Platform dialog tasks. It is the integration layer between your server and the Platform. Common reasons to use BotKit:
  • A user asks a question the bot is not designed to answer.
  • A user explicitly requests a human agent.
  • Your dialog flow transfers to a live agent based on a condition (user type, tone analysis, etc.).

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How It Works

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Messaging

Every message — both user input and bot responses — is sent to the BotKit SDK as a message event. BotKit sits in the message path and can modify or reroute messages before they reach the user or the Platform. Platform messaging architecture

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Feedback Surveys

When a feedback survey is active on a channel (NPS, CSAT, Thumbs-up/down), all survey messages between the user and bot are also sent to BotKit as message events.

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Webhooks

Add a Webhook node in a dialog task flow when you need server-side validation, business logic execution, or a backend call. When the NL Engine reaches a Webhook node, it triggers an on_webhook event in BotKit. send message via a channel BotKit responds either:
  • Synchronously — callback(null, payload) — when the logic completes quickly.
  • Asynchronously — callback(null, new sdk.AsyncResponse()) returns HTTP 202, then calls sdk.respondToHook(payload) when ready.
Message flow with Webhook

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Agent Transfer

When an Agent Transfer condition is met, the Platform connects to your BotKit and initializes the live chat. BotKit manages the handoff, bridging the user and agent until the agent closes the session. Switch to live agent

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Setting Up Agent Transfer

  1. Go to Build > Integrations > BotKit in the Platform.
    RS256 and RS512 JWT signing algorithms are not supported for BotKit.
  2. Define the Callback URL and generate Client ID and Client Secret. Enable OnAgentTransferNode.
  3. Define transition conditions in your dialog flow to trigger the transfer.
  4. Add an Agent Transfer node in the dialog.
For a step-by-step walkthrough, see BotKit SDK Tutorial — Agent Transfer.