{"id":56850,"date":"2023-05-02T09:29:57","date_gmt":"2023-05-02T08:29:57","guid":{"rendered":"https:\/\/developer.kore.ai\/v10-1\/?p=56850"},"modified":"2023-05-02T12:32:54","modified_gmt":"2023-05-02T11:32:54","slug":"configuring-the-niceincontact-userhub-agent","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-1\/integrations\/configuring-the-niceincontact-userhub-agent\/","title":{"rendered":"Configuring the NiceInContact (User Hub) Agent"},"content":{"rendered":"<p>NiceInContact CXone virtual agent (user) hub simplifies the deployment of conversational virtual assistants and agents for customer self-service. Kore.ai XO Platform\u2019s NiceInContact Agent integration allows you to seamlessly hand off the virtual assistant conversations to your live agents on Nice Chat.<\/p>\n<p>Use the configuration steps below as general guidelines to enable the NiceInContact User Hub integration. You may notice minor differences based on the version of the NiceInContact User Hub you are using.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Overview\">Overview<\/span><\/h2>\n<p>Kore.ai\u2019s virtual assistant (VA) serves as the central point of interaction for the users. The VA facilitates communication and interaction between the user and the NiceInContact User Hub. In addition to its regular capabilities, the VA acts as a proxy or intermediary between the users and the NiceInContact agents to hand over conversations seamlessly. The VA also allows you to integrate with the NiceInContact platform.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Configuration\">Configuration<\/span><\/h2>\n<p>To configure the NiceInContact User Hub agent, follow the instructions below.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Step_1_Generate_Access_Details_for_NiceInContact_User_Hub_Account\">Step 1: Generate Access Details for NiceInContact User Hub Account<\/span><\/h3>\n<p>Steps to generate access details:<\/p>\n<ol>\n<li>Log in to <a href=\"https:\/\/login.incontact.com\/\">https:\/\/login.incontact.com\/<\/a> with your NiceInContact credentials.<\/li>\n<li>Generate AccessKeyId and AccessKeySecret from the User Profile to send a token request. To learn how to generate the access key and secret, read <a href=\"https:\/\/help.nice-incontact.com\/content\/admin\/security\/manageaccesskeys.htm?tocpath=Admin%7CAdmin%7CRoles%20and%20Security%7C_____3\">NiceInContact Generate Access Key Documentation<\/a>.<br \/><strong>Note<\/strong>: These access details can be generated in the CXone interface on the Employees Page for the User Hub.\n<\/li>\n<li>Copy the <strong>Access Key<\/strong> and <strong>Access Secret<\/strong> for future use.<\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_2_Register_an_App_and_Retrieve_a_Client_ID_and_Secret\">Step 2: Register an App and Retrieve a Client ID and Secret<\/span><\/h3>\n<p>To retrieve the client ID and client secret, you must register your application.<\/p>\n<p>Steps to register the app:<\/p>\n<ol>\n<li>Log in to <a href=\"https:\/\/login.incontact.com\/\">https:\/\/login.incontact.com\/<\/a> with your NiceInContact credentials.<\/li>\n<li>To register an app for Nice In Contact User Hub, follow the instructions in the <a href=\"https:\/\/developer.niceincontact.com\/Documentation\/ApplicationRegistration?Length=13\">Application Registration Documentation<\/a>.<\/li>\n<li>To register your application, go to the <strong>Application Registration<\/strong> page on the developer portal. Provide the following specific information:\n<ul>\n<li>Tenancy of the application: <em>Single Tenant<\/em><\/li>\n<li>Authentication method: <em>client_secret_basic<\/em><\/li>\n<li>CXone ACD API scopes required: <em>PatronApi<\/em><\/li>\n<li>Type of application being registered: Back-end<\/li>\n<\/ul>\n<\/li>\n<li>Once you register your application, you will receive a <strong>client_id<\/strong> and <strong>client_secret<\/strong>.\n<\/li>\n<li>Once the API app is registered, copy the Client ID and Client Secret and keep it for future use.<\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_3_Create_a_Point_of_Contact\">Step 3: Create a Point of Contact<\/span><\/h3>\n<p>Create the point of contact and assign the skill and campaign to handover conversations.<\/p>\n<p>Steps to create a point of contact:<\/p>\n<ol>\n<li>Follow the instructions in the <a href=\"https:\/\/help.nice-incontact.com\/content\/acd\/channels\/chat\/setupchat.htm\">Set Up Chat Documentation<\/a> and create a point of contact.\n<\/li>\n<li>Select the <strong>Chat<\/strong> in the Media Type field.<\/li>\n<li>Enter <strong>Name<\/strong>, select <strong>Skills<\/strong> and <strong>Script<\/strong>, and then click <strong>Create Point of Contact<\/strong>.\n<\/li>\n<li>Copy the Point of Contact key and keep it for future use.<\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_4_Enable_the_NiceInContact_Agent\">Step 4: Enable the NiceInContact Agent<\/span><\/h3>\n<p>To enable the NiceInContact, follow these steps:<\/p>\n<ol>\n<li>Log in to the Kore.ai XO Platform <a href=\"https:\/\/bots.kore.ai\/botbuilder\">https:\/\/bots.kore.ai\/botbuilder<\/a>.<\/li>\n<li>Select a Virtual Assistant for which you want to configure the NiceInContact agent.<\/li>\n<li>Navigate to<strong> Build > Integrations > Agent Transfer<\/strong> and click the <strong>Nice In Contact(UserHub)<\/strong> button.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502121406\/nice_in_conact_user.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1901\" height=\"892\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502121406\/nice_in_conact_user.png\" alt=\"\"  class=\"alignnone size-medium wp-image-56855\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502121406\/nice_in_conact_user.png 1901w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502121406\/nice_in_conact_user-300x141.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502121406\/nice_in_conact_user-1024x480.png 1024w\" sizes=\"auto, (max-width: 1901px) 100vw, 1901px\" \/><\/a><\/li>\n<li>Click the <strong>Configurations<\/strong> tab and enter the following credentials for the NiceInContact Agent:\n<ul>\n<li><strong>Application Client ID<\/strong>: The client Id of the API application you copied earlier (in Step 2).<\/li>\n<li><strong>Application Client Secret<\/strong>: The secret of the API application you copied earlier (in Step 2).<\/li>\n<li><strong>Access Key<\/strong>: The access key Id for the NiceInContact User Hub account you copied earlier (in Step 1).<\/li>\n<li><strong>Access Secret<\/strong>: The access secret for the NiceInContact User Hub account you copied earlier (in Step 1).<\/li>\n<li><strong>Point Of Contact<\/strong>: The POC ID for the NiceInContact you copied earlier (in Step 3).<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502121811\/nice_in_conact_user1.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1212\" height=\"824\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502121811\/nice_in_conact_user1.png\" alt=\"\"  class=\"alignnone size-medium wp-image-56858\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502121811\/nice_in_conact_user1.png 1212w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502121811\/nice_in_conact_user1-300x204.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502121811\/nice_in_conact_user1-1024x696.png 1024w\" sizes=\"auto, (max-width: 1212px) 100vw, 1212px\" \/><\/a><\/li>\n<li>If you want to make NiceInContact the default agent, enable the Default Agent System for all bot channels option.<br \/>\n<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502122045\/nice_in_conact_user2.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1213\" height=\"819\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502122045\/nice_in_conact_user2.png\" alt=\"\" class=\"alignnone size-medium wp-image-56861\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502122045\/nice_in_conact_user2.png 1213w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502122045\/nice_in_conact_user2-300x203.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502122045\/nice_in_conact_user2-1024x691.png 1024w\" sizes=\"auto, (max-width: 1213px) 100vw, 1213px\" \/><\/a><strong><br \/>Note<\/strong>: This option is available only when multiple agents are configured for your VA.<\/li>\n<li>You can customize the channel mapping by clicking the Manage link.\n<\/li>\n<li>Click Manage to map the channels you want to use to the Nice InContact User Hub agent for handing over the conversations. To learn more about channel enablement, see <a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/channel-enablement\/adding-channels-to-your-bot\/\">Adding channels to your bot<\/a>.\n<\/li>\n<li>After mapping channels, click <strong>Done<\/strong>.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502122350\/nice_in_conact_user3.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1340\" height=\"823\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502122350\/nice_in_conact_user3.png\" alt=\"\" class=\"alignnone size-medium wp-image-56864\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502122350\/nice_in_conact_user3.png 1340w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502122350\/nice_in_conact_user3-300x184.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230502122350\/nice_in_conact_user3-1024x629.png 1024w\" sizes=\"auto, (max-width: 1340px) 100vw, 1340px\" \/><\/a><\/li>\n<li>Click <strong>Save<\/strong> to enable the NiceInContact agent.<\/li>\n<li>Publish the VA. For more information, see <a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/publish\/publishing-bot\/\">Publishing Bot<\/a>.\n<\/li>\n<\/ol>\n<h2><span class=\"ez-toc-section\" id=\"Execution\">Execution<\/span><\/h2>\n<p>This section helps you verify how the conversations from the Kore.ai XO Platform are being handed over to the NiceInContact UserHub agent after enabling it.<\/p>\n<p>Steps to verify the data exchange between Kore.ai\u2019s VA and NiceInContact User Hub agent:<\/p>\n<ol>\n<li>Log in to <a href=\"https:\/\/login.incontact.com\/\">https:\/\/login.incontact.com\/<\/a> with the user credentials that you created in Step 1.<\/li>\n<li>Navigate to <strong>Applications > Max<\/strong> to launch the Chat console.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221082757\/nice_agent12.png\"><img loading=\"lazy\" decoding=\"async\" width=\"378\" height=\"650\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221082757\/nice_agent12.png\" alt=\"\"  class=\"alignnone size-medium wp-image-54460\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221082757\/nice_agent12.png 378w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221082757\/nice_agent12-174x300.png 174w\" sizes=\"auto, (max-width: 378px) 100vw, 378px\" \/><\/a><\/li>\n<li>In the NiceInChat console, change the status from <strong>Unavailable <\/strong>to <strong>Available<\/strong>.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221083654\/nice_agent13.png\"><img loading=\"lazy\" decoding=\"async\" width=\"450\" height=\"922\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221083654\/nice_agent13.png\" alt=\"\"  class=\"alignnone size-medium wp-image-54468\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221083654\/nice_agent13.png 450w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221083654\/nice_agent13-146x300.png 146w\" sizes=\"auto, (max-width: 450px) 100vw, 450px\" \/><\/a><\/li>\n<li>Click <strong>Connect<\/strong> to start exchanging the conversation from the Kore.ai XO platform and the NiceInContact User Hub.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221161754\/nice_agent14-1.png\"><img loading=\"lazy\" decoding=\"async\" width=\"450\" height=\"922\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221161754\/nice_agent14-1.png\" alt=\"\"  class=\"alignnone size-medium wp-image-54504\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221161754\/nice_agent14-1.png 450w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221161754\/nice_agent14-1-146x300.png 146w\" sizes=\"auto, (max-width: 450px) 100vw, 450px\" \/><\/a><\/li>\n<li>Open a virtual assistant for which you have enabled the NiceInContact User Hub agent.<\/li>\n<li>Create a new Agent Transfer Node task. For example, create a Talk to Live Agent task with the LiveChats node and configure it to use the Nice agent. For more information, see <a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/bot-builder-tool\/dialog-task\/working-with-the-agent-transfer-node\/\">Agent Transfer Node<\/a>.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221161519\/nice_agent10_new.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1917\" height=\"852\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221161519\/nice_agent10_new.png\" alt=\"\"  class=\"alignnone size-medium wp-image-54500\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221161519\/nice_agent10_new.png 1917w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221161519\/nice_agent10_new-300x133.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230221161519\/nice_agent10_new-1024x455.png 1024w\" sizes=\"auto, (max-width: 1917px) 100vw, 1917px\" \/><\/a><\/li>\n<li>Click the <strong>Talk to Bot<\/strong> icon at the bottom of the page to launch the VA and enter <strong>Help<\/strong>.<\/li>\n<li>Once you invoke the agent transfer dialog, the NiceInContact Chat receives a notification alert.<\/li>\n<li>When a user initiates the chat from the VA, it transfers the conversation to the NiceInContact UserHub agent and sends a message to the user. Agent receives a notification about this on NiceInContact.<\/li>\n<li>Now, the connection between the NiceInContact UserHub agent and the user has been established, and the conversation continues.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230223105104\/nice_max.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1919\" height=\"916\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230223105104\/nice_max.png\" alt=\"\"  class=\"alignnone size-medium wp-image-54707\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230223105104\/nice_max.png 1919w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230223105104\/nice_max-300x143.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230223105104\/nice_max-1024x489.png 1024w\" sizes=\"auto, (max-width: 1919px) 100vw, 1919px\" \/><\/a><\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>NiceInContact CXone virtual agent (user) hub simplifies the deployment of conversational virtual assistants and agents for customer self-service. Kore.ai XO Platform\u2019s NiceInContact Agent integration allows you to seamlessly hand off the virtual assistant conversations to your live agents on Nice Chat. Use the configuration steps below as general guidelines to enable the NiceInContact User Hub&#8230;<\/p>\n","protected":false},"author":17,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[201],"tags":[],"class_list":["post-56850","post","type-post","status-publish","format-standard","hentry","category-integrations"],"_links":{"self":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/56850","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/comments?post=56850"}],"version-history":[{"count":6,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/56850\/revisions"}],"predecessor-version":[{"id":56870,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/56850\/revisions\/56870"}],"wp:attachment":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/media?parent=56850"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/categories?post=56850"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/tags?post=56850"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}