Inhalt/Content
Introduction
Messenger inbox accounts are intended to connect external messenger services to iAGENT Chat. For this purpose, it is necessary to upload the corresponding Connector App in the iAGENT Supervisor for the messenger to be connected.
Clicking the New button opens the editing dialog for creating a new Messenger inbox account. A created Messenger inbox account must still be activated via the list so that it can also exchange / retrieve data.
General
- The name is free to choose
- The protocol comes from the corresponding connector app of the messenger and must be selected here accordingly. e.g. novomind.WHATSAPP_MESSENGER.
- The channel is also brought from the connector app and must be selected accordingly if this does not happen automatically.
- The category determines which category requests entering the system through this Messenger inbox account will be tagged with. This controls which agent group these chats must be handled by.
- Tenant specifies for which tenant this Messenger inbox account explicitly applies. It is also possible to select “All” if no explicit tenant should be selected.
- Language specifies which language will be used for incoming messages via this Messenger inbox account. This is especially important if language-based routing is enabled.
Custom settings
Own settings can usually be ignored. Some apps store the information they need here.
Automatic replies
Automatic reply to last customer message after elapsed time.
If this area is activated via the corresponding checkbox, the message specified there is automatically sent to the sender after the configured time has expired. Another checkbox can be used to set whether the chat is automatically closed after sending this message and thus removed from the distribution (routing).
This functionality is, for example, well suited for notifying customers when the response time limit expires (WhatsApp and Facebook Messenger may only be answered max. 24h after receipt of the message). Thus, the customer would receive another message directly before the limit expires, to which they must then reply again. Thus the 24h limit applies from the beginning.
Automatic reply to the last customer message if it was sent outside business hours
If business hours are defined in the system for the category specified on the Messenger inbox account, a message can be activated here that will be automatically sent to the sender if the request is made outside of business hours. Another checkbox can be used to set whether the chat is automatically closed after sending this message and thus removed from the distribution (routing).
This informs the sender that their request will most likely be processed at the beginning of the next business day.
Integration of a novomind iAGENT Help Chatbot
If an incoming Messenger request is to be answered automatically by a chatbot in advance, an iAGENT Help system can be connected to a chatbot knowledge base (KB) via this area. After activating this functionality, the requester is initially only connected to the chatbot, which can, however, also forward the chat to a real agent if required.
The URL should have the following format: https://<URL to your novomind iAGENT Help System>/nmIQ/api/rest
The agent is the top node of the rule definitions within the knowledge base. By default, the KB comes with the agent named “Agent”.
The time limits control, for example, when chats answered by the agent are automatically closed if the customer does not write a reply, or when a handover to the chatbot should occur after the end of the communication. Details can be found behind the corresponding input fields under the question mark icon.
More tabs
The connector apps usually also bring their own tabs, on which the accesses to the messenger services can be configured. These are either provided with a wizard function for the setup or well described.