ServisBOT Connect Worker

Summary

ServisBOT Connect worker allows for Human Handover experiences for customers that do not have their own livechat system. Features are limited to agent joining and agent leaving events. There is no Queueing at this time.

Using a ServisBOT Connect worker, bot builders can design an experience where:

  • Bots hand over to an agent in a third-party portal.
  • Agents can send pre-configured quick responses
  • Agents can leave the conversation

Providers

This worker supports Providers, and each type will have its own config. Currently we only have support for Mitel as a provider.

Note that {{servisbotConnectId}} in TargetUri, HistoryUrl, or PreviewUrl fields is resolved to the ServisBOT Connect ID generated on conversation create.

Example definition:

{
  "Data": {
    "Provider": "Mitel",
    "ProviderConfig": {
      "ClientSecret": "abc123",
      "ClientId": "ServiceBotAI",
      "MitelUrl": "https://demo-micc.demo.tech/",
      "Queue": "4f433fd9-8644-48e5-99a6-9dc359788033",
      "TargetUri": "https://console.servisbot.com/connect/{{servisbotConnectId}}",
      "HistoryUrl": "",
      "PreviewUrl" : "",
      "TargetUriEmbedded": true,
      "Subject": "Your ServisBOT Connect ID: {{servisbotConnectId}}"
    },
    "QuickResponses":[{
      "Type": "message",
      "Value": "message here"
    }]
    "AutoDisconnectEvents": [
      {
        "Description": "Timer to send a message after 10 seconds",
        "SecondsAfterAgentMessage": 10,
        "Type": "WARNING",
        "UserMessage": "It has been a while since we heard from you. We will disconnect your chat after 20 seconds of inactivity"
      },
      {
        "Description": "Timer to send a message after 20 seconds",
        "SecondsAfterAgentMessage": 20,
        "Type": "DISCONNECT",
        "UserMessage": "The session has been disconnected due to inactivity"
      }
    ]
  },
  "Organization": "steve",
  "Config": {},
  "Enabled": true,
  "Description": "Mitel worker",
  "Id": "ffccb4ee-532e-4a91-acfb-72b24824cee9",
  "Type": "servisbot-connect-worker",
  "Name": "MitelWorker",
  "Status": "published"
}

Auto Disconnection

Adding AutoDisconnectEvent to your connect worker allows you to send messages and disconnect users N seconds after the agent has sent the customer a message.

{
  "AutoDisconnectEvents": [
    {
      "Description": "Timer to send a message after 10 seconds",
      "SecondsAfterAgentMessage": 10,
      "Type": "WARNING",
      "UserMessage": "It has been a while since we heard from you. We will disconnect your chat after 20 seconds of inactivity"
    },
    {
      "Description": "Timer to send a message after 20 seconds",
      "SecondsAfterAgentMessage": 20,
      "Type": "DISCONNECT",
      "UserMessage": "The session has been disconnected due to inactivity"
    }
  ]
}
  • Supported Types:
    • WARNING: Sends a message to the user/agent or both depending on configuration
    • DISCONNECT: Sends a message to the user/agent or both depending on configuration and then ends the conversation