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Chat2Desk as a customer engagement platform

Chat2Desk is an omnichannel platform used to communicate with clients via chatbots in Instagram, Viber, Telegram, Facebook Messenger, Yandex.Dialogs, and free online chat.

To use Chat2Desk as a customer engagement platform:

  1. Set up the Chat2Desk service.
  2. Copy the API token.
  3. Create a channel in JAICP.
  4. Configure the customer engagement platform.

Setting up the service​

Sign up to the Chat2Desk service. The user that signs up on the website becomes the account administrator of their organization.

caution
The service operates in demo mode after sign-up. Contact the service support to switch to the full mode.

Then click Settings > Accounts \& channels on the sidebar and create a channel.

API​

You can use the Chat2Desk API to connect to access its features from external systems. Click Settings > API on the sidebar.

The API configuration settings are displayed in this section: the API token, the API access level, and the number of API requests used during the current month.

You will need the API token to connect your bot to the customer engagement platform. Click Show next to the API token, enter your account password, and copy the token.

Creating an agent group in Chat2Desk​

In your Chat2Desk dashboard, go to Settings > Operators.

You can add a new agent and their contacts in the Operators tab. Click Create operator > fill out the fields > save your changes.

If you want to add an agent group, switch to the Groups tab > click Create group > enter the name of the group. Select the newly created agent group under Groups and members > click Add operator. Select the agent and their role in the group from the list.

Creating a channel in JAICP​

Sign in to JAICP and go to your project. Click Channels > Connect channel in the Customer engagement platforms section. Select the Chat2Desk channel.

Fill out the following fields:

  • Name — specify the channel name or keep the default one.
  • API Endpoint — the custom API host. If you use the https://api.chat2desk.com host, keep the default value.
  • API key — specify the API token you copied earlier from the API section in Chat2Desk.
  • Channel name — select an available channel from the list.
  • Agent group — select the agent group that will be receiving messages from the list. If no group is selected, the account administrator will receive the messages.

Click Create.

Connect the channel​

Choose an existing inbound channel which you want to connect the customer engagement platform to and go to the channel edit window. In the Agent field, select Chat2Desk and Save the changes.

The script​

Transfer to the agent​

Use the $response.replies.push method with the switch-typed reply to transfer the conversation to the agent from the script.

For example:

state: switch
    q!: help
    script:
        $response.replies = $response.replies || [];
        $response.replies.push({
            type: "switch",
            closeChatPhrases: ["/closeLiveChat", "Close chat"],
            firstMessage: $client.history,
            lastMessage: "We’ll be waiting for your return!",
        });

Transfer to an agent group​

Use switch with the destination parameter in order to transfer the conversation to an agent group. Here, destination is the agent group to which clients should be transferred.

For example:

state: switch
    q!: help
    script:
        $response.replies = $response.replies || [];
        $response.replies.push({
            type: "switch",
            destination: "admin", // Name of a Chat2Desk agent group
            closeChatPhrases: ["/closeLiveChat", "Close chat"],
            firstMessage: $client.history,
            lastMessage: "We’ll be waiting for your return!",
        });

Please mind the following when transferring conversations to an agent group on a Chat2Desk channel:

  • If an agent group was specified when the channel was created but the script did not contain the destination parameter, all client requests will be redirected to the group from the channel settings.
  • If an agent group was specified when the channel was created but the destination parameter in the script refers to another agent group, all client requests will be redirected to the group from the script.
  • If no agent group was specified when the channel was created but destination in the script specifies a group, all client requests will be redirected to the group from the script.
caution
You can use different agent groups in the destination parameter for each switch within a script.