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Chat provider integrations

Chat Provider Integrations

AgentBot’s interaction window can be integrated with different chat providers, so that given certain business rules, the Virtual Assistant transfers the customer to a human operator.

How it works

AgentBot has an add-on with an <iframe> that allows the third-party content to load within the Virtual Agent window or opens the provider window chat in a new window (pop-up).

When a transfer rule is met, AgentBot contacts the human chat provider’s website and sends the chat conversation to a human operator to continue the dialogue with the user.

Requirements for chat providers

The chat provider must be able to be opened directly with a URL.

It must allow the reception of parameters by GET or POST methods, so that the Virtual Assistant sends the operator the previous conversation and is able to send data such as name, email, telephone number, etc.

Note: the chat history can only be sent using the POST method.

The supplier’s window chat should be able to fit to the size of the Virtual Assistant.

Documentation needed

To perform the integration, the following is required:

- The chat URL. If the provider does not have a URL option (such as Liveperson or Salesforce Chat), we will need the Script.

Note: in this case we will not be able to send the conversation history, since these providers do not have such integrations.

- The parameter name to send the conversation and the method used to send it, which should be by either GET or POST.

- Name and static parameter value, if necessary, and by what method it should be sent, either GET or POST.

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