{"id":3642,"date":"2022-06-03T23:11:19","date_gmt":"2022-06-03T17:41:19","guid":{"rendered":"https:\/\/docs.kore.ai\/smartassist\/?p=3642"},"modified":"2022-06-03T23:11:19","modified_gmt":"2022-06-03T17:41:19","slug":"outgoing-chat-agent-transfer","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/outgoing-chat-agent-transfer\/","title":{"rendered":"Outgoing Chat Agent Transfer"},"content":{"rendered":"<p>This feature helps transfer <em>outgoing chat flows<\/em> from SmartAssist to a <em>chat agent<\/em> on the selected third-party platform, or a custom application.<\/p>\n<p>To configure this option, follow these steps:<\/p>\n<p>1. Select the desired third-party service provider from the following options:<\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li>ServiceNow<\/li>\n<li>Salesforce<\/li>\n<li>Unblu<\/li>\n<li>LivePerson<\/li>\n<li>NICE inContact<\/li>\n<li>SmartAssist<\/li>\n<li>Intercom<\/li>\n<li>HelpShift<\/li>\n<li>Genesys<\/li>\n<li>Drift<\/li>\n<li>Custom<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/third-party.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1134\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/third-party.png\" alt=\"\" width=\"602\" height=\"145\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/third-party.png 602w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/third-party-300x72.png 300w\" sizes=\"(max-width: 602px) 100vw, 602px\" \/><\/a><\/p>\n<p>2. In the <strong>Configuration<\/strong> window, provide the values for the given fields, and click <strong>Done<\/strong>.<\/p>\n<p><strong>ServiceNow<\/strong><\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li><strong>Host<\/strong>: The company\u2019s URL hosted on ServiceNow.<\/li>\n<li><strong>User Name<\/strong>: The username of your ServiceNow account.<\/li>\n<li><strong>Password<\/strong>: The password of your ServiceNow account.<\/li>\n<li><strong>Queue ID<\/strong>: The unique queue identification number.<\/li>\n<li><strong>Webhook URL<\/strong>: The web URL for custom application function callbacks.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/service-now.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1135\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/service-now.png\" alt=\"\" width=\"602\" height=\"400\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/service-now.png 602w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/service-now-300x199.png 300w\" sizes=\"(max-width: 602px) 100vw, 602px\" \/><\/a><\/p>\n<p><strong>Salesforce<\/strong><\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li><strong>Live Agent URL<\/strong>: Set the URL for the Live Agent service on Salesforce.<\/li>\n<li><strong>Organization ID:<\/strong> The unique organization ID provided by Salesforce.<\/li>\n<li><strong>Deployment ID: <\/strong>The unique Salesforce deployment ID.<\/li>\n<li><strong>Button ID<\/strong>: The unique ID of the button component that helps interact with Salesforce data.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/salesforce.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1136\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/salesforce.png\" alt=\"\" width=\"554\" height=\"276\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/salesforce.png 554w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/salesforce-300x149.png 300w\" sizes=\"(max-width: 554px) 100vw, 554px\" \/><\/a><\/p>\n<p><strong>Unblu<\/strong><\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li><strong>Unblu Host URL<\/strong>: The company\u2019s URL that is hosted on Unblu.<\/li>\n<li><strong>Unblu Account Username<\/strong>: The username for your Unblu account.<\/li>\n<li><strong>Unblu Account Password<\/strong>: Your Unblu account password.<\/li>\n<li><strong>Unblu Bot Name: <\/strong>The name of your Unblu bot to which the live chat agent is mapped<strong>.<\/strong><\/li>\n<li><strong>Unblu Bot Description: <\/strong>A description for the Unblu bot.<\/li>\n<li><strong>Bot Person: <\/strong>The name of the human agent to whom the bot redirects the chat<strong>.<\/strong><\/li>\n<li><strong>Secret Key: <\/strong>The secret key for authentication.<\/li>\n<li><strong>Named Area: <\/strong>The name given to the Named Area feature that helps create Unblu-specific quasi-domains.<\/li>\n<li><strong>API Key: <\/strong>The API key string value to identify the app or the user.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/unblu.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1137\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/unblu.png\" alt=\"\" width=\"602\" height=\"527\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/unblu.png 602w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/unblu-300x263.png 300w\" sizes=\"(max-width: 602px) 100vw, 602px\" \/><\/a><\/p>\n<p><strong>\u00a0<\/strong>\u00a0<strong>LivePerson<\/strong><\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li><strong>Liveperson Host URL<\/strong>: The company\u2019s URL hosted on LivePerson.<\/li>\n<li><strong>Account Id<\/strong>: The identifier of your LivePerson account.<\/li>\n<li><strong>ClientId<\/strong>: The client ID generated when the live chat agent application was created.<\/li>\n<li><strong>Secret Key<\/strong>: The secret key generated when the live chat agent application was created.<\/li>\n<li><strong>Webhook URL<\/strong>: The web URL for custom application function callbacks.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/liveperson.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1138\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/liveperson.png\" alt=\"\" width=\"602\" height=\"526\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/liveperson.png 602w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/liveperson-300x262.png 300w\" sizes=\"(max-width: 602px) 100vw, 602px\" \/><\/a><\/p>\n<p><strong>NICE inContact<\/strong><\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li><strong>Application Name: <\/strong>The application name given when registering the application.<\/li>\n<li><strong>Vendor Name: <\/strong>The Vendor Name given when registering the application.<\/li>\n<li><strong>Application Secret: <\/strong>The client secret generated when registering the application.<\/li>\n<li><strong>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<p><a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/nice-incontact.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1139\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/nice-incontact.png\" alt=\"\" width=\"374\" height=\"325\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/nice-incontact.png 374w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/nice-incontact-300x261.png 300w\" sizes=\"(max-width: 374px) 100vw, 374px\" \/><\/a><\/p>\n<p><strong>SmartAssist <\/strong><\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li>Select either <strong>Live Chat <\/strong>or<strong> Messaging <\/strong>for<strong> Conversation Type.<\/strong><\/li>\n<li>Select either <strong>Yes<\/strong> or <strong>No <\/strong>for <strong>Agent Auto Suggestion.<\/strong><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/smartassist-config.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1140\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/smartassist-config.png\" alt=\"\" width=\"602\" height=\"236\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/smartassist-config.png 602w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/smartassist-config-300x118.png 300w\" sizes=\"(max-width: 602px) 100vw, 602px\" \/><\/a><\/p>\n<p><strong>\u00a0 <\/strong><strong>Intercom <\/strong><\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li><strong>Access Token<\/strong>: The name of the access token generated for accessing your workspace&#8217;s data via API.<\/li>\n<li><strong>Webhook URL: <\/strong>The web URL for custom application function callbacks.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/intercom.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1141\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/intercom.png\" alt=\"\" width=\"521\" height=\"446\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/intercom.png 521w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/intercom-300x257.png 300w\" sizes=\"(max-width: 521px) 100vw, 521px\" \/><\/a><\/p>\n<p><strong>HelpShift<\/strong><\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li><strong>Domain<\/strong>: The domain name to set up the HelpShift channel.<\/li>\n<li><strong>Webhook URL<\/strong>: The web URL for custom application function callbacks.<\/li>\n<li><strong>Platform Id<\/strong>: The platform ID to integrate with HelpShift available under Settings.<\/li>\n<li><strong>API Key<\/strong>: The default API key available in the HelpShift platform\u2019s API section.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/helpshift.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1143\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/helpshift.png\" alt=\"\" width=\"493\" height=\"429\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/helpshift.png 493w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/helpshift-300x261.png 300w\" sizes=\"(max-width: 493px) 100vw, 493px\" \/><\/a><\/p>\n<p><strong>Genesys<\/strong><\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li><strong>Organization Id<\/strong>: Your organization ID registered on Genesys.<\/li>\n<li><strong>Deployment Id<\/strong>: The widget deployment ID available on Genesys.<\/li>\n<li><strong>Queue Name<\/strong>: The name of the contact center queue.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/genysys.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1144\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/genysys.png\" alt=\"\" width=\"476\" height=\"409\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/genysys.png 476w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/genysys-300x258.png 300w\" sizes=\"(max-width: 476px) 100vw, 476px\" \/><\/a><\/p>\n<p><strong>Drift<\/strong><\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li><strong>Drift Host URL<\/strong>: Your organization\u2019s Drift account URL.<\/li>\n<li><strong>Access Token<\/strong>: The non-expiring access token generated when your app is published.<\/li>\n<li><strong>Verification Token<\/strong>: The verification token available under App Credentials.<\/li>\n<li><strong>Integration Source Message<\/strong>: Message used at the app integration source.<\/li>\n<li><strong>Webhook URL<\/strong>: The web URL for custom application function callbacks.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/drift.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1145\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/drift.png\" alt=\"\" width=\"495\" height=\"434\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/drift.png 495w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/drift-300x263.png 300w\" sizes=\"(max-width: 495px) 100vw, 495px\" \/><\/a><\/li>\n<li>\u00a0<strong>Custom \u2013 <\/strong>This option is used to configure a custom application.\n<ul>\n<li><strong>App Name<\/strong>: Select an application name from the list.<\/li>\n<li><strong>CALLBACK URL: <\/strong>The URL used for function callback.<\/li>\n<li><strong>PII Data: <\/strong>Select one of the following options:<\/li>\n<\/ul>\n<ul>\n<li><strong>Mask and send sensitive data to Agent BotKit &#8211; <\/strong>Masks the data being transferred.<\/li>\n<li><strong>Do not mask and send original data to Agent BotKit: <\/strong>Transfers data without masking<strong>.<\/strong><\/li>\n<\/ul>\n<\/li>\n<li><strong>Access using a connector: <\/strong>Select one of the following options:\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li>No, all URLs are in public domain.<\/li>\n<li>Yes, URLs are behind a firewall and a connector has been set up.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>The following values are auto-generated and have to be copied and pasted during your custom app integration:\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li><strong>BOT NAME<\/strong>: The value selected for <strong>App Name<\/strong> is auto-filled here.<\/li>\n<li><strong>BOT ID<\/strong>: The unique Bot identifier number.<\/li>\n<li><strong>CLIENT ID<\/strong>: The client ID generated when the application is created.<\/li>\n<li><strong>CLIENT SECRET<\/strong>: This is a view-only value and represents the application\u2019s client secret key.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/custom.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1146\" src=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/custom.png\" alt=\"\" width=\"587\" height=\"525\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/custom.png 587w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/custom-300x268.png 300w\" sizes=\"(max-width: 587px) 100vw, 587px\" \/><\/a><\/li>\n<\/ul>\n<p>3. A success confirmation message is displayed once the configuration is saved.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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&#8230;<\/p>\n","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[13],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/3642"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/comments?post=3642"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/3642\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/media?parent=3642"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/categories?post=3642"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/tags?post=3642"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}