Introduction

Introduction:

Webex Engage allows contact centre admins (Client Administrators) to plug in BOTS (built either on Webex Bot or on any other BOT platforms) as Virtual Agents.

These users have the below-mentioned policies enforced:

• Logged in to the application 24*7
• Unlimited concurrency

Just like users, Virtual Agents can also have multiple skills mapped to them using Custom Attributes defined on their profile. This framework, therefore, allows for both Monolithic or multiple Task-Specific BOTS that are designed to handle specific use-cases such as ID&V, FAQs, etc.

Framework Summary:

• Webex Engage allows you to add your BOT's identity as a user (of type: Virtual Agent) with the above-mentioned policies. Using the Intelligent Routing feature, Client Admins can assign chats to a skill mapped to Virtual Agents alone / the Virtual Agent itself by configuring the conditions they desire.

• Once the BOT subscribes to certain chat lifecycle events, the application streams them onto a webhook URL (with fixed payloads - detailed subsequently) over HTTP as and when they occur on Webex Engage. The following are the events that the BOT is allowed to subscribe to:

  • chat.assigned - Triggered when a chat is assigned to a Virtual Agent either via the Intelligent Routing engine or a manual transfer
  • message.received - Triggered when a message is received on a chat that is currently assigned to a Virtual Agent

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Note

Please note that this feature is not supported on all channels yet. Kindly refer to the table split by channel below for further details on templates supported

Support for SMS

Support for Facebook Messenger

Support for Twitter

Support for Livechat

Support for Email

Support for Apple Business Chat

Support for WhatsApp Business