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".

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".

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

Return to the Blocks page and click the "Add Building Blocks" button to create webhooks.
In the pop-up window, select "chat webhooks" (note: not app webhooks) and click the "Add block" option.
Copy the Webhook URL from "GPTBots - Bot Configuration - Integration - Livechat".
After configuring the following options for "Creating Chat Webhook", click "Save" to successfully create it.
- Webhook URL: Fill in the copied "GPTBots Webhook URL" address in the input box.
- Secret key: You can choose to enter it manually or select "Generate" to generate it randomly. Save the "Secret key" for later configuration in "GPTBots - Bot Integration - Livechat".
- Type: Select the "License" option.
- Webhook triggers: Select the "incoming_chat" event and check "chat_presence_user_ids".

Repeat the steps for creating a webhook, configure the following options for "Creating Chat Webhook", and click "Save" to successfully create it.

Webhook URL: Reuse the "GPTBots Webhook URL" address from Step 1 in the input box.
Secret Key: Must use the Secret Key saved in "Step 1" during setup.
Type: Select the "License" option.
Webhook triggers: Select the "incoming_event" event and check "chat_presence_user_ids".

Repeat the steps for creating a webhook, configure the following options for "Creating Chat Webhook", and click "Save" to successfully create it.

Webhook URL: Reuse the "GPTBots Webhook URL" address from Step 1 in the input box.
Secret Key: Must use the Secret Key saved in "Step 1" during setup.
Type: Select the "License" option.
Webhook triggers: Select the "chat_transferred" event and check "chat_presence_user_ids".

Repeat the steps for creating a webhook, configure the following options for "Creating Chat Webhook", and click "Save" to successfully create it.

Webhook URL: Reuse the "GPTBots Webhook URL" address from Step 1 in the input box.
Secret Key: Must use the Secret Key saved in "Step 1" during setup.
Type: Select the "License" option.
Webhook triggers: Select the "chat_deactivated" event and check "chat_presence_user_ids".

When the above 4 events are displayed, it means that all 4 Webhook events have been successfully created.

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.

When a user initiates a consultation from the Livechat platform, the AI Bot will provide a response.

When the "Transfer chat" switch is turned on and the timing and conditions for transferring the chat are configured, the system will automatically pull the project’s Agent group name information in Livechat.
When a consultation initiated by a user on the Livechat platform meets the trigger conditions, the AI Bot will select the most matching group based on the chat history and Agent group name, and transfer the current user session to that Agent group (human customer service group), where a human customer service account in that group will take over the user session.