Overview
This document explains the AgentAssist Chat channel integration with NICE-CTI Salesforce.
Shared Responsibilities
Activity | Responsibility | |
CXOne Customer | Kore.ai | |
NICE CX One Platform | ||
ACD Configuration |
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CXOne Studio Script |
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Signal API Auth |
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Agent Assist Hub |
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Kore Bot Configuration |
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Salesforce Org | ||
Chat Configuration |
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Installing Kore AgentAssist Package |
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Configuring Kore AgentAssist Package |
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Prerequisites
- The NICE CX Salesforce package installed in your Salesforce org.
- NICE CX account set up and can receive chats on the Salesforce Service Console softphone.
- NICE CX Studio installed on your device.
- Agent Assist Hub enabled for your account.
- Kore AgentAssist NICE InContact package for Salesforce installed in your Salesforce account.
- Have the bot credentials saved separately. You will need Bot ID, Client ID, Client Secret, and SIP URI. Read https://docs.kore.ai/agentassist/channels/voice/ and https://docs.kore.ai/agentassist/channels/chat/ for a walkthrough.
Agent Assist Hub
- Sign in to your NICE account with the username and password provided by the NICE customer support.
- Click the applications launcher button.
- A menu opens from the left side of the page.
- Click OTHERS > Automation & AI.
- Click Agent Assist Hub > Add Agent Assist App.
- Enter the name of the Agent Assist App in the AGENT ASSIST APP NAME field.
- Select Custom Agent Assist Endpoints.
- Click Next.
- Add the following settings with config parameters provided by the Kore.ai representative:
- Agent UI Option: Available by default (could be account specific)
- App URL: Kore.ai AgentAssist URL. https://agentassist.kore.ai/integrations/nice/iframe/?params={scriptparams} by default unless specified by your Kore.ai representative.
- App Title: As per the requirement.
- Participants: Both
- Text Relay Endpoint: https://agentassist.kore.ai/integrations/nice/relay/toKore
- Audio Relay Endpoint: <Websocket URL>/audiosocket/nice?sipuri=<Bot SIP URI>&token=<Token>&botId=<Bot ID>&accountId=<>&agentassist=true
- Websocket URL: “wss://savg-webserver.kore.ai” unless specified.
- Bot SIP URI and Bot ID: From the bot details.
- Account ID: From the Koreai representative.
- Token: Create a JSON Web Token on jwt.io with the following details.
- Payload: {“appId”: <Bot Client ID>}
- Header: {“alg”: “HS256″,”typ”: “JWT”}
- Secret: Your Kore.ai Client Secret.
- Scroll down and add the following Configuration Parameters:
- Agent UI Option: Available by default (could be account specific)
- Click Create.
Salesforce Setup
Refer to the Salesforce Setup section of AgentAssist Voice Integration with NICE-CTI Salesforce.
Enabling Salesforce OAuth
- Go to Setup > OAuth and OpenID Connect Settings and enable Allow OAuth Username-Password Flows.
- Create a connected Salesforce app and get the Access Key and Access Token. Follow this guide for help.
Connecting Salesforce with NICE Studio Script
- Open the NICE CX Studio app.
- Click the Salesforce Auth tile and add the credentials you generated. The password is your Salesforce password appended with your Security Token. Refer to this guide for help.
- Click the User Auth tile and replace the Salesforce Base URL. Check the next step for instructions:
- Modify the Salesforce Base URL as per your Salesforce org. You can get it by running the following curl:
curl –location –request POST ‘https://login.salesforce.com/services/oauth2/token?grant_type=password&client_id=<Salesforce Client ID>&client_secret=<Salesforce Client Secret>&username=<Salesforce Username>&password=<Salesforce Password + Salesforce Security Token>’- Remember to change the parameters as per your Salesforce account.
- Save the flow and you can now test with a new Chat.
NICE CX – Attaching Chat Endpoint to the Script
- Go to the NICE home page.
- Click the application launcher button.
- Click ACD.
- Click Points of Contact.
- Click the number you want to attach with AgentAssist.
- Click Edit.
- Change the script based on your needs.
- Click Done.