GETTING STARTED
Kore.ai XO Platform
Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Quick Start Guide
Accessing the Platform
Working with the Builder
Building a Virtual Assistant
Using Workspaces
Release Notes
Current Version
Previous Versions
Deprecations

CONCEPTS
Design
Storyboard
Dialog Tasks
Overview
Dialog Builder
Node Types
Intent Node
Dialog Node
Entity Node
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Group Node
Agent Transfer
User Prompts
Voice Call Properties
Dialog Task Management
Connections & Transitions
Component Transition
Context Object
Event Handlers
Knowledge Graph
Introduction
Knowledge Extraction
Build Knowledge Graph
Add Knowledge Graph to Bot
Create the Graph
Build Knowledge Graph
Add FAQs
Run a Task
Build FAQs from an Existing Source
Traits, Synonyms, and Stop Words
Manage Variable Namespaces
Update
Move Question and Answers Between Nodes
Edit and Delete Terms
Edit Questions and Responses
Knowledge Graph Training
Knowledge Graph Analysis
Knowledge Graph Import and Export
Importing Knowledge Graph
Exporting Knowledge Graph
Creating a Knowledge Graph
From a CSV File
From a JSON file
Auto-Generate Knowledge Graph
Alert Tasks
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Digital Skills
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Views
Introduction
Panels
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Introduction
ML Engine
Introduction
Model Validation
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NLP Configurations
NLP Guidelines
Intelligence
Introduction
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Sentinment Management
Tone Analysis
Test & Debug
Talk to Bot
Utterence Testing
Batch Testing
Conversation Testing
Deploy
Channels
Publish
Analyze
Introduction
Conversations Dashboard
Performance Dashboard
Custom Dashboards
Introduction
Meta Tags
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Conversation Flows
NLP Metrics
Containment Metrics
Usage Metrics
Smart Bots
Universal Bots
Introduction
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Store
Manage Assistant
Plan & Usage
Overview
Usage Plans
Support Plans
Invoices
Authorization
Multilingual Virtual Assistants
Masking PII Details
Variables
IVR Settings
General Settings
Assistant Management
Data Table
Table Views
App Definitions
Sharing Data Tables or Views

HOW TOs
Build a Flight Status Assistant
Design Conversation Skills
Create a Sample Banking Assistant
Create a Transfer Funds Task
Create a Update Balance Task
Create a Knowledge Graph
Set Up a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Add Data to Data Tables
Update Data in Data Tables
Add Data from Digital Forms
Train the Assistant
Use Traits
Use Patterns for Intents & Entities
Manage Context Switching
Deploy the Assistant
Configure an Agent Transfer
Use Assistant Functions
Use Content Variables
Use Global Variables
Web SDK Tutorial
Widget SDK Tutorial
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters

APIs & SDKs
API Reference
API Introduction
API List
API Collection
koreUtil Libraries
SDK Reference
SDK Introduction
SDK Security
SDK Registration
Web Socket Connect and RTM
Using the BotKit SDK

ADMINISTRATION
Introduction
Assistant Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
Manage Roles
Assistant Management
Enrollment
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
Security & Compliance
Using Single-Sign On
Security Settings
Cloud Connector
Analytics
Billing
  1. Home
  2. Docs
  3. Virtual Assistants
  4. How Tos
  5. Configuring Agent Transfer

Configuring Agent Transfer

One of the frequently asked questions is how to transfer a chat to a human agent from the Bot. This is especially necessary if your bot is in the space of customer service. Chatbots are not meant to completely replace humans. Many times chatbot will fail to answer satisfactorily or user would just want to talk/chat to a human from the beginning. When this happens the chatbot should transfer the chats to a human agent or a customer care representative. But how to achieve that?

In this article, we will give an overview of how we can integrate a live chat into our bot using Kore.ai Agent Transfer. The source code for the Agent Transfer is available at Kore.ai github repo: https://github.com/Koredotcom/BotKit

Overview

Our Bot would be the central piece to the entire solution. Apart from performing all its normal functionality, our bot would also act as a proxy between user and agent.

  • Bot: Chat Bot that the Users interact.
  • Users: Users are the customers who would be using this Bot.
  • Agent: Agents are humans who would chat with the users. Agent will also need a chat window. For this we will use liveperson/livechat software.

Prerequisites

  • A fully functional Bot (we will be using a Banking Bot).
  • Download BotKit SDK from Kore’s github
  • Download and Install the Node.js (version 10 or above). The BotKit SDK requires node.js to run on the same server where the SDK is installed.
    1. Go to https://nodejs.org/en/download/ and select your OS as a .pkg file type for Mac and .msi file type for Windows.
    2. In a Terminal window, run the node -v command to verify installation and version, for example, v6.10.2.
  • A test callback server application. We will be using NGROK from https://dl.equinox.io/ngrok/ngrok/stable to simulate the callback server application. Following are the steps to install NGROK:
    1. Open https://dl.equinox.io/ngrok/ngrok/stable.
    2. Download and install the ngrok file for your operating system.
      • Downloading NGROK on Windows:
        1. Download the zip file for your Windows machine 32-bit or 64-bit
        2. Unzip and run the ngrok.exe file to install ngrok.
      • Downloading NGROK on mac:
        1. Press Command+Space and type Terminal and press enter/return key.
        2. Run in Terminal app:
          ruby -e "$(curl -fsSL https://raw.githubusercontent.com/Homebrew/install/master/install)" < /dev/null 2> /dev/null and press enter/return key.
          If the screen prompts you to enter a password, please enter your Mac’s user password to continue. When you type the password, it won’t be displayed on the screen, but the system would accept it. So just type your password and press ENTER/RETURN key. Then wait for the command to finish.
        3. Run brew cask install ngrok
  • A live agent software. We will be using LiveChatInc.com. You can use your own LiveChat subscription or set up a free 30-day trial account at LiveChatInc.com by entering your business email in the Start using LiveChat now!. Sign up and create an account.

Design and Configuration

  1. As a Bot developer, open Kore.ai Bot Builder – https://bots.kore.ai/botbuilder
  2. Select the Bot for which Agent Transfer needs to be configured.
  3. Open or create a dialog task (Support Call Back) and add an Agent transfer node.
  4. Enter a Name (LiveChat) and Description and Save.
  5. You will see a message ‘SDK is not currently configured/Subscribed. Please go to API Extensions to configure the SDK.’. For now ignore this message as we will be showing how to configure SDK, later in this article.
  6. From the Bot Builder screen traverse to API Extensions -> Agent Transfer
  7. In the App Name section, select an existing app from the list or use the Create App option to create a new app.
  8. Make a note of the Bot ID, Client ID and Client Secret keys.
  9. Enter the Callback URL of your application, to be invoked by BotKIt SDK events. Since we are using NGROK, we will show how to obtain the callback URL:
    1. In a Terminal Window, start ngrok to monitor port 8003 using the following command: ngrok http 8003.
    2. Copy ngrok forwarding URL. It will be in the format – http://XXXXXXaa.ngrok.io
    3. Use this forwarding URL as the call back URL and save.
      Note: The forwarding URL changes whenever the ngrok is restarted. Make sure you make the changes to the callback URL every time ngrok is restarted.
  10. The agent transfer is configured at the dialog level. You can open the dialog task, and open agent transfer node to see that the configuration is saved as shown below. You can select the Events required (see below for details)
  11. Install any live agent software eg Livechat, Liveperson, Concentrix, Vayusphere etc depending on your enterprise requirement and license availability. Since we are using LiveChat, we will should you how to obtain the license details needed for Agent Transfer:
    1. Sign in to your LiveChat account.
    2. Go to Settings from the left navigation and select chat link.
    3. Copy the URL and note the license code. If the URL is https://lc.chat/now/104xx297/ and then the license code is 104xx297
  12. Open the downloaded BotKit SDK folder and do the following:
    • Edit livechatapi.js:
      1. Give the respective botId and botName of your bot, which you have copied earlier.
      2. This JS file contains 3 API’s of Kore – Initialization, Send Message, Get Message. If required, any new API’s written for human agent transfer should be put in here.
        Example: If closing connection is required, then close connection api written needs to go into livechatapi.js
    • Edit config.json
      1. Client ID, Client Secret key, respective server ports running and liveagent license of the third-party server goes here.
      2. Client Id, Client Secret can be copied from Events and Extensions – Agent Transfer.
      3. ngrok forwarding url can be copied from ngrok running instance. It is the call back url. This should be the URL entry.
      4. Liveagentlicense is the code given in the chatlink of livechat

    • Edit LiveChat.js
      • Give the respective botId and botName of your bot, which you have copied earlier and save
    • Edit app.js
      1. Add the following line sdk.registerBot(require('./LiveChat.js'))
      2. Delete any existing sdk.registerBot statements, if not needed

Execution

  1. Open a terminal window and run the BotKit SDK by entering the command:
    node app.js
  2. Please make sure to install all the missing modules for running the server successfully without any errors as shown below.
    Example, if error “method url-template, node-schedule are missing” is shown, then install the above modules using command
    npm install <module-name> for windows, sudo npm install <module-name> for mac
  3. ngrok and node.js server will be running in different terminals.
  4. When user initiates the chat from the bot, bot transfers the call to an agent and sends a message to the user
  5. Agent receives a notification about this on the livechat
  6. Now connection between agent and the user has been established and the conversation continues.

Events

Note: The events and methods required for sending messages from User, bot and transferring to Agent are outlined in LiveChat.JS

  1. on_user_message event is triggered when a user sends a message and this message is sent to the bot using sendBotMessage method.
  2. on_bot_message is triggered when bot sends a message and this message is sent to the user using SendUserMessage method.
  3. on_agent_transfer event is triggered when the service agentTransfer node is triggered in bot. And this event connects to the agent using connectToAgent method, which internally calls initChat API
  4. gethistory method, gives the chat history of the user with the bot to the transferred agent
  5. scheduleJob is run for every 5 secs and it polls for the pending messages from the Agent, which internally calls getPendingMessages
  6. getPendingMessages gets all the pending messages from Agent and delivers it to the User
  7. chat_closed gets triggered when the agent closes the chat with the user.
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