Outgoing Chat Agent Transfer

This feature helps transfer outgoing chat flows from SmartAssist to a chat agent on the selected third-party platform, or a custom application.

To configure this option, follow these steps:

1. Select the desired third-party service provider from the following options:

    • ServiceNow
    • Salesforce
    • Unblu
    • LivePerson
    • NICE inContact
    • SmartAssist
    • Intercom
    • HelpShift
    • Genesys
    • Drift
    • Custom

2. In the Configuration window, provide the values for the given fields, and click Done.

ServiceNow

    • Host: The company’s URL hosted on ServiceNow.
    • User Name: The username of your ServiceNow account.
    • Password: The password of your ServiceNow account.
    • Queue ID: The unique queue identification number.
    • Webhook URL: The web URL for custom application function callbacks.

Salesforce

    • Live Agent URL: Set the URL for the Live Agent service on Salesforce.
    • Organization ID: The unique organization ID provided by Salesforce.
    • Deployment ID: The unique Salesforce deployment ID.
    • Button ID: The unique ID of the button component that helps interact with Salesforce data.

Unblu

    • Unblu Host URL: The company’s URL that is hosted on Unblu.
    • Unblu Account Username: The username for your Unblu account.
    • Unblu Account Password: Your Unblu account password.
    • Unblu Bot Name: The name of your Unblu bot to which the live chat agent is mapped.
    • Unblu Bot Description: A description for the Unblu bot.
    • Bot Person: The name of the human agent to whom the bot redirects the chat.
    • Secret Key: The secret key for authentication.
    • Named Area: The name given to the Named Area feature that helps create Unblu-specific quasi-domains.
    • API Key: The API key string value to identify the app or the user.

  LivePerson

    • Liveperson Host URL: The company’s URL hosted on LivePerson.
    • Account Id: The identifier of your LivePerson account.
    • ClientId: The client ID generated when the live chat agent application was created.
    • Secret Key: The secret key generated when the live chat agent application was created.
    • Webhook URL: The web URL for custom application function callbacks.

NICE inContact

    • Application Name: The application name given when registering the application.
    • Vendor Name: The Vendor Name given when registering the application.
    • Application Secret: The client secret generated when registering the application.
    • Point of Contact: The name given to the entry point that an inbound contact uses to initiate an interaction.

SmartAssist

    • Select either Live Chat or Messaging for Conversation Type. This setting is only applicable for the Web/Mobile Client channel and is used to determine the conversation behavior when there is an agent transfer.
      • Live Chat – Live Chat conversations are ‘real-time’ in nature and expect customers to respond immediately to agent responses and wherever end-user identity is not available. This is typically the case when you typically expect unauthenticated visitors. Use this setting if you plan on using the Web/Mobile channel primarily for users that will not sign in to your website. Live Chat Conversations are auto-closed after 15 minutes of inactivity.
      • Messaging – Messaging conversations are asynchronous in nature. These interactions are similar to interactions you have over mediums like WhatsApp, Telegram etc. If you have a signed-in user logging on to your website/mobile app, you should use this mode.  Messaging conversations are auto-closed after 48 hours of inactivity.
    • Select either Yes or No for Agent Auto Suggestion. This setting is used to decide if AgentAssist will be enabled for a given account by default.

  Intercom

    • Access Token: The name of the access token generated for accessing your workspace’s data via API.
    • Webhook URL: The web URL for custom application function callbacks.

HelpShift

    • Domain: The domain name to set up the HelpShift channel.
    • Webhook URL: The web URL for custom application function callbacks.
    • Platform Id: The platform ID to integrate with HelpShift available under Settings.
    • API Key: The default API key available in the HelpShift platform’s API section.

Genesys

    • Organization Id: Your organization ID registered on Genesys.
    • Deployment Id: The widget deployment ID available on Genesys.
    • Queue Name: The name of the contact center queue.

Drift

      • Drift Host URL: Your organization’s Drift account URL.
      • Access Token: The non-expiring access token generated when your app is published.
      • Verification Token: The verification token available under App Credentials.
      • Integration Source Message: Message used at the app integration source.
      • Webhook URL: The web URL for custom application function callbacks.

  •  Custom – This option is used to configure a custom application.
    • App Name: Select an application name from the list.
    • CALLBACK URL: The URL used for function callback.
    • PII Data: Select one of the following options:
    • Mask and send sensitive data to Agent BotKit – Masks the data being transferred.
    • Do not mask and send original data to Agent BotKit: Transfers data without masking.
  • Access using a connector: Select one of the following options:
      • No, all URLs are in public domain.
      • Yes, URLs are behind a firewall and a connector has been set up.
  • The following values are auto-generated and have to be copied and pasted during your custom app integration:
      • BOT NAME: The value selected for App Name is auto-filled here.
      • BOT ID: The unique Bot identifier number.
      • CLIENT ID: The client ID generated when the application is created.
      • CLIENT SECRET: This is a view-only value and represents the application’s client secret key.

3. A success confirmation message is displayed once the configuration is saved.