This feature helps set up a dedicated number or SIP to transfer calls to a voice agent. To configure the transfer, follow these steps:<\/p>\n
- \n
- Go to System Setup > Agent Transfer<\/strong>.<\/li>\n
- Select one of the following options:<\/li>\n<\/ol>\n
a. SmartAssist, <\/strong>to route all the calls to the SmartAssist Desktop.<\/p>\n
b. Call Number<\/strong> to set a phone number to which calls are transferred. To configure this option, follow these steps:<\/p>\n
- \n
- Click the Call Number<\/strong> tile.
\n![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Call-Numb-1024x272.png\")
<\/li>\n- In the Call Number to Voice Agent<\/b> window, type the number along with country code in the Transfer to Phone Number<\/b> textbox, and click Done<\/b>.
\n![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/click-done.png\")
<\/a><\/li>\n- A success confirmation message is displayed when the call number<\/i> is updated.<\/li>\n<\/ul>\n
<\/span>Set up SIP Transfer<\/span><\/h2>\n
- \n
- SIP Transfer<\/b>: Lets you configure the SIP settings for call transfers. To configure this option, follow these steps:\n
- \n
- Click the SIP Transfer<\/b> tile under Agent Transfer<\/b>.
\n![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip.png\")
<\/li>\n- In the SIP Transfer Settings<\/b> window, click Configuration<\/b>, and follow these steps:\n
- \n
- Provide the SIP Transfer URI<\/b>.
\n![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip-transfer-settings.png\")
<\/a><\/li>\n- For SIP Header<\/b> Settings, provide the SIP header<\/b> name and URL<\/b> under Additional Context<\/b>.
\n![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip-header.png\")
<\/a><\/li>\n- (Optional)<\/i> Enable User to User Interface<\/b> to set the intent<\/i> and user interface URL<\/i> for SIP transfer.
\n![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/user-to-user-interface.png\")
<\/a><\/li>\n- Click Done<\/b>.
\n![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/sip-transfer-done.png\")
<\/a><\/li>\n<\/ul>\n<\/li>\n- Click the Instruction<\/b> tab to view the Custom Voice SIP<\/b> live agent support steps, and click Done<\/b>.
\n![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/instruction-siptransfer.png\")
<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/span>Outgoing Chat Agent Transfer<\/span><\/h2>\n
This feature helps transfer outgoing chat flows<\/em> from SmartAssist to a chat agent<\/em> on the selected third-party platform, or a custom application.<\/p>\n
To configure this option, follow these steps:<\/p>\n
1. Select the desired third-party service provider from the following options:<\/p>\n
- \n
- \n
- \n
- ServiceNow<\/li>\n
- Salesforce<\/li>\n
- Unblu<\/li>\n
- LivePerson<\/li>\n
- NICE inContact<\/li>\n
- SmartAssist<\/li>\n
- Intercom<\/li>\n
- HelpShift<\/li>\n
- Genesys<\/li>\n
- Drift<\/li>\n
- Custom<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/third-party.png\")
<\/a><\/p>\n2. In the Configuration<\/strong> window, provide the values for the given fields, and click Done<\/strong>.<\/p>\n
ServiceNow<\/strong><\/p>\n
- \n
- \n
- \n
- Host<\/strong>: The company\u2019s URL hosted on ServiceNow.<\/li>\n
- User Name<\/strong>: The username of your ServiceNow account.<\/li>\n
- Password<\/strong>: The password of your ServiceNow account.<\/li>\n
- Queue ID<\/strong>: The unique queue identification number.<\/li>\n
- Webhook URL<\/strong>: The web URL for custom application function callbacks.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/service-now.png\")
<\/a><\/p>\nSalesforce<\/strong><\/p>\n
- \n
- \n
- \n
- Live Agent URL<\/strong>: Set the URL for the Live Agent service on Salesforce.<\/li>\n
- Organization ID:<\/strong> The unique organization ID provided by Salesforce.<\/li>\n
- Deployment ID: <\/strong>The unique Salesforce deployment ID.<\/li>\n
- Button ID<\/strong>: The unique ID of the button component that helps interact with Salesforce data.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/salesforce.png\")
<\/a><\/p>\nUnblu<\/strong><\/p>\n
- \n
- \n
- \n
- Unblu Host URL<\/strong>: The company\u2019s URL that is hosted on Unblu.<\/li>\n
- Unblu Account Username<\/strong>: The username for your Unblu account.<\/li>\n
- Unblu Account Password<\/strong>: Your Unblu account password.<\/li>\n
- Unblu Bot Name: <\/strong>The name of your Unblu bot to which the live chat agent is mapped.<\/strong><\/li>\n
- Unblu Bot Description: <\/strong>A description for the Unblu bot.<\/li>\n
- Bot Person: <\/strong>The name of the human agent to whom the bot redirects the chat.<\/strong><\/li>\n
- Secret Key: <\/strong>The secret key for authentication.<\/li>\n
- Named Area: <\/strong>The name given to the Named Area feature that helps create Unblu-specific quasi-domains.<\/li>\n
- API Key: <\/strong>The API key string value to identify the app or the user.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/unblu.png\")
<\/a><\/p>\n\u00a0<\/strong>\u00a0LivePerson<\/strong><\/p>\n
- \n
- \n
- \n
- Liveperson Host URL<\/strong>: The company\u2019s URL hosted on LivePerson.<\/li>\n
- Account Id<\/strong>: The identifier of your LivePerson account.<\/li>\n
- ClientId<\/strong>: The client ID generated when the live chat agent application was created.<\/li>\n
- Secret Key<\/strong>: The secret key generated when the live chat agent application was created.<\/li>\n
- Webhook URL<\/strong>: The web URL for custom application function callbacks.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/liveperson.png\")
<\/a><\/p>\nNICE inContact<\/strong><\/p>\n
- \n
- \n
- \n
- Application Name: <\/strong>The application name given when registering the application.<\/li>\n
- Vendor Name: <\/strong>The Vendor Name given when registering the application.<\/li>\n
- Application Secret: <\/strong>The client secret generated when registering the application.<\/li>\n
- Point of Contact: <\/strong>The name given to the entry point that an inbound contact uses to initiate an interaction.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/nice-incontact.png\")
<\/a><\/p>\nSmartAssist <\/strong><\/p>\n
- \n
- \n
- \n
- Select either Live Chat <\/strong>or Messaging <\/strong>for Conversation Type.<\/strong><\/li>\n
- Select either Yes<\/strong> or No <\/strong>for Agent Auto Suggestion.<\/strong><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/smartassist-config.png\")
<\/a><\/p>\n\u00a0 <\/strong>Intercom <\/strong><\/p>\n
- \n
- \n
- \n
- Access Token<\/strong>: The name of the access token generated for accessing your workspace’s data via API.<\/li>\n
- Webhook URL: <\/strong>The web URL for custom application function callbacks.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/intercom.png\")
<\/a><\/p>\nHelpShift<\/strong><\/p>\n
- \n
- \n
- \n
- Domain<\/strong>: The domain name to set up the HelpShift channel.<\/li>\n
- Webhook URL<\/strong>: The web URL for custom application function callbacks.<\/li>\n
- Platform Id<\/strong>: The platform ID to integrate with HelpShift available under Settings.<\/li>\n
- API Key<\/strong>: The default API key available in the HelpShift platform\u2019s API section.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
![\"\"](\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/helpshift.png\")
<\/a><\/p>\nGenesys<\/strong><\/p>\n
- \n
- \n
- \n
- Organization Id<\/strong>: Your organization ID registered on Genesys.<\/li>\n
- Deployment Id<\/strong>: The widget deployment ID available on Genesys.<\/li>\n
- Queue Name<\/strong>: The name of the contact center queue.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
- Deployment Id<\/strong>: The widget deployment ID available on Genesys.<\/li>\n
- Organization Id<\/strong>: Your organization ID registered on Genesys.<\/li>\n
- Webhook URL<\/strong>: The web URL for custom application function callbacks.<\/li>\n
- Domain<\/strong>: The domain name to set up the HelpShift channel.<\/li>\n
- Webhook URL: <\/strong>The web URL for custom application function callbacks.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
- Access Token<\/strong>: The name of the access token generated for accessing your workspace’s data via API.<\/li>\n
- Select either Yes<\/strong> or No <\/strong>for Agent Auto Suggestion.<\/strong><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
- Select either Live Chat <\/strong>or Messaging <\/strong>for Conversation Type.<\/strong><\/li>\n
- Vendor Name: <\/strong>The Vendor Name given when registering the application.<\/li>\n
- Application Name: <\/strong>The application name given when registering the application.<\/li>\n
- Account Id<\/strong>: The identifier of your LivePerson account.<\/li>\n
- Liveperson Host URL<\/strong>: The company\u2019s URL hosted on LivePerson.<\/li>\n
- Unblu Account Username<\/strong>: The username for your Unblu account.<\/li>\n
- Unblu Host URL<\/strong>: The company\u2019s URL that is hosted on Unblu.<\/li>\n
- Organization ID:<\/strong> The unique organization ID provided by Salesforce.<\/li>\n
- Live Agent URL<\/strong>: Set the URL for the Live Agent service on Salesforce.<\/li>\n
- User Name<\/strong>: The username of your ServiceNow account.<\/li>\n
- Host<\/strong>: The company\u2019s URL hosted on ServiceNow.<\/li>\n
- \n
- For SIP Header<\/b> Settings, provide the SIP header<\/b> name and URL<\/b> under Additional Context<\/b>.
- In the SIP Transfer Settings<\/b> window, click Configuration<\/b>, and follow these steps:\n
- Click the SIP Transfer<\/b> tile under Agent Transfer<\/b>.
- In the Call Number to Voice Agent<\/b> window, type the number along with country code in the Transfer to Phone Number<\/b> textbox, and click Done<\/b>.
- Select one of the following options:<\/li>\n<\/ol>\n