Agent Transfer

For a given use case flow, you can select the voice and chat agents to whom outgoing calls are transferred.

You can configure the following options for this setup:

Outgoing Voice Agent Transfer

This feature helps set up a dedicated number or SIP to transfer calls to a voice agent. To configure the transfer, follow these steps:

  1. Go to System Setup > Agent Transfer.
  2. Select one of the following options:

a. SmartAssist, to route all the calls to the SmartAssist Desktop.

b. Call Number to set a phone number to which calls are transferred. To configure this option, follow these steps:

  • Click the Call Number tile.
  • In the Call Number to Voice Agent window, type the number along with country code in the Transfer to Phone Number textbox, and click Done.
  • A success confirmation message is displayed when the call number is updated.

Set up SIP Transfer

  • SIP Transfer: Lets you configure the SIP settings for call transfers. To configure this option, follow these steps:
    • Click the SIP Transfer tile under Agent Transfer.
    • In the SIP Transfer Settings window, click Configuration, and follow these steps:
      • Provide the SIP Transfer URI.
      • For SIP Header Settings, provide the SIP header name and URL under Additional Context.
      • (Optional) Enable User to User Interface to set the intent and user interface URL for SIP transfer.
      • Click Done.
    • Click the Instruction tab to view the Custom Voice SIP live agent support steps, and click Done.

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.