In order to start using the Oracle Service Cloud actions, it has to be connected from the channels tab.

After adding all the necessary details such as the hostname, domain name, username, and password, you can find the ‘Oracle Service Cloud handover’ in the list of actions when you are inside a flow. In order to enable the handover to an agent, simply go to any flow you want the user to be in when they are transitioned to an agent, and add the handover action.

One click and then it’s added as a component in the flow.

When the user reaches that flow (using an intent or a button for example) they will be automatically handed over to an agent.