Livechat Configuration Tutorial

Create PAT Authentication in the Livechat Developer Console

• Go to the settings page, select Personal Access Tokens, and click "Create new token +"

• Create PAT, select "select all" for access scopes

• Copy and save the "Account ID" and "Token", which will be needed later for configuration in "GPTBots - Bot Integration - Livechat".

Build an app in Livechat Build app for receiving and sending messages on the livechat platform.

• Go to the "Apps" page and click the "Build app" button to start creating the app

• Enter the app name, select livechat for Product, and click "Create app" to successfully create it

• Click the app to enter the details page, select the Blocks page, and click the "Add Building Blocks" button

• In the "Add Building Blocks" popup, select the "App Authorization" option and click "Add block"

• Select the Server-side app option and click the "Save" button to successfully create it

• Copy and save the "Client Id" and "Client Secret", which will be needed later for configuration in "GPTBots - Bot Integration - Livechat".

Configure Livechat Integration in GPTBots

• On the "GPTBots - Bot Settings - Integration - Livechat" page, configure the saved information and click the "Submit" button to complete the configuration.

  • Account ID: Account ID when creating PAT in Livechat
  • Token: Token when creating PAT in Livechat
  • Client Id: Client Id when creating the app in Livechat
  • Client Secret: Client Secret when creating the app in Livechat
  • AgentEmail: The email address of the Agent account taken over by the AI Bot, which must be an account of the human customer service seat in the same project

• After completing the "Livechat Integration" configuration in GPTBots:

  • The AI Bot will take over the user conversation of the AgentEmail account, directly responding to user questions.
  • Based on the AI Bot's capabilities, it can support multi-modal information input such as text, images, and files from users.
  • The platform will generate a "Webhooks - Message and Event Reception URL" address, which can be used to create a Webhook in the Livechat backend.## Configure Chat webhooks for advanced features like chat transfer/closure

Create "incoming_event" event

• Return to the Blocks page, click the "Add Building Blocks" button to create webhooks

• In the popup, select the "chat webhooks" option (note that it is not the app webhooks) and click the "Add block" option

• Copy the "GPTBots Webhook URL" address in "GPTBots - Bot Configuration - Integration - Livechat"

• Configure the following options in "Creating Chat Webhook" and click "Save" to create successfully

  • Webhook URL: Fill in the copied "GPTBots Webhook URL" address in the input box.
  • Secret key: Enter the custom key saved earlier
  • Type: Select the "License" option
  • Webhook triggers: Select the "incoming_event" event and check "chat_presence_user_ids"

Install app and verify

• Go to the "Private Installation" page and click the "Install app" button.

• Finally, go to https://my.livechatinc.com/apps/settings/manage-apps/private to check if the installation is complete. If there is an install mark, it means the installation was successful.

Advanced features of Livechat integration

Setting TAG

Once the authentication configuration for Livechat is completed, the "Setting TAG" feature can be enabled. The specific configuration is as follows:

• Select trigger scenarios: The system allows the "Setting TAG" operation to be triggered by two events: "Closing Conversation" and "Transferring Chat."
  • Closing Conversation: When the user actively closes the conversation in the Livechat chat window.
  • Transferring Chat: When the conversation in the Livechat chat window is transferred to another customer service account.
• TAG: The system will automatically retrieve the list of TAGs already set in the Livechat project. When the selected trigger scenario occurs, the AI Bot will choose the most appropriate TAG based on the conversation record and automatically call the "Livechat TAG Setting API" to assign a TAG to the conversation. This aids customer service in swiftly identifying user needs and enhances operational efficiency.

Replying Status

Once the authentication configuration for Livechat is completed, the "Replying Status" feature can be enabled. After enabling this feature, when a user sends a message in the Livechat chat window, they will see a "replying animation," which improves the overall user experience.

Transferring Chat

After the AI Bot takes over the Livechat customer service account, while the AI Bot resolves most customer issues, some scenarios still require human intervention to address specific problems. To support this, GPTBots provides the "Transferring Chat" feature.

Bot Configuration for Transferring Chat

• Enable the "Human Service" feature in a standard Bot, and select "Livechat - livechat to livechat." If authentication information has been configured in the Bot integration, it will display as Integrated; otherwise, it will display as Not Integrated.
• Transferring Customer Service Group: After completing the authentication configuration, the system will automatically retrieve the names of Agent groups already set in the Livechat project. You can customize the selection of the target customer service group.
• Trigger Conditions: Based on the actual business needs of the enterprise, use natural language to specify the conditions for initiating the chat transfer. For example: When the customer's inquiry contains "return," initiate the chat transfer. When the user is emotionally agitated and the inquiry contains "complaint," initiate the chat transfer.

FlowBot Configuration for Transferring Chat

• Enable the "Human Service" feature in FlowBot, and add a "Human Service" node to the workflow canvas. If authentication information has been configured in the Bot integration, it will display as Integrated; otherwise, it will display as Not Integrated.
• Transferring Customer Service Group: After completing the authentication configuration, the system will automatically retrieve the names of Agent groups already set in the Livechat project. You can customize the selection of the target customer service group.
• Trigger Conditions: The trigger for FlowBot depends on the workflow's running status; therefore, custom trigger conditions are unavailable.

Transferring Chat Effect

When a user sends a message in the Livechat chat window, the AI Bot identifies the best-matched Agent group based on the conversation record and Agent group names, and routes the user's conversation to that Agent group (human support group). A human customer service account in that group will then handle the user's conversation.