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.
  • Select either Yes or No for Agent Auto Suggestion.

  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.