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Pancake

Pancake is an omni-channel customer service and inbox management platform. The Pancake channel adapter allows your agent to handle messages (INBOX) and post/page comments (COMMENT) directly from Pancake, and can skip conversations with a configured handoff tag so staff can take over in Pancake.

Configuration​

To enable the Pancake channel, configure your agent's settings as shown below:

{
  "channels": {
    "pancake": {
      "pageId": "your-page-id",
      "pageAccessToken": "your-page-access-token",
      "senderId": "optional-staff-user-id",
      "options": {
        "handoff": {
          "tagId": "123"
        }
      }
    }
  }
}

Configuration Fields​

  • pageId (Required): The unique ID of the Pancake page.
  • pageAccessToken (Required): The access token generated within Pancake to authorize API calls.
  • senderId (Optional): The ID of the staff/user in Pancake who sends the replies. If set, responses sent by the agent will appear as sent by this user.
  • options (Optional):
    • handoff (Optional): Configuration for skipping conversations that staff should handle manually.
      • tagId: Pancake conversation tag ID that marks a conversation as human handoff.
      • assigneeIds (Optional): Staff IDs for handoff tooling. The adapter does not use this field for webhook gating.

Human Handoff Tag​

When human staff need to take over a conversation, add the configured handoff tag in Pancake. The adapter checks the tag IDs already included in the Pancake webhook payload.

How it Works​

When options.handoff.tagId is configured, every incoming message webhook checks conversation.tags:

  1. No handoff tag: The agent operates normally and automatically handles responses.
  2. Handoff tag present: The adapter ignores the event and returns 200 OK to Pancake, bypassing the agent run entirely. This allows human operators to respond manually in the Pancake dashboard without interference from the agent.
  3. Return to auto mode: Remove the handoff tag in Pancake. The next customer message can run the agent again.