Live Chat
Leopard has a tight integration with LiveChat.inc
Screenshots
Setup and Configuration
LiveChat Account Setup
You will need to have an account at LiveChat.inc
LiveChat Key for Leopard
You will then need to configure Leopard with your LiveChat key that points at your account. This key can be found on /settings/chat-link
. It's a numerical number.
Leopard's build variables control access to the integration with LiveChat.
LiveChat API Key
You will also need to acquire the LiveChat Personal Access Token (PAT) so that an Integration in Teneo can be created. This integration will be responsible for checking to see if there is a live agent currently available before initiating a handover.
Login to LiveChat's web interface and head over to the LiveChat Deverloper Console - https://developers.livechat.com/console/tools/personal-access-tokens . Create a new token.
You can control you authorization scopes. At the very least you will need agents_read.
Studio
Integration
When a user explicitly asks to speak to a human or some other handover rule has been triggered you will want to first check to see if there's a live agent available. This can be done using a custom integration in Teneo Studio. You will need to update the entity id and pat in the integration script.
Trigger Handover
The handover in Teneo is triggered by adding an output parameter to any output node.
Building the Dialog Transcript
Create a global variable called dialogTranscript
Pre-processing Script
Post-processing Script
Example Flow
Setting User Info
If you want the LiveChat human agent to know who they're about to talk to then you can send some additional JSON back in an output parameter.
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