Configuring live takeover

You can configure additional features for live takeover in Designer. This includes:
  • Notifying agents when a user sees too many default messages
  • Letting users request an agent (either in Converse or SalesForceLive)
  • The message that's sent when a conversation is taken over
  • Allowing agents to select one or more items to send to their user
  • What happens when the agent wants to end the conversation

Sending notifications to agents

When the default answer is sent for the third time to the user, a notification is also sent to all your Live Takeover agents. Use the Agent threshold setting on the Config > Defaults tab to set this. See Defining the bot's default responses.

Allowing users to request an agent

Users can request an agent. To do this:

  1. Add a Live Agent button to a Message interaction.

    See Button display type for messages.

  2. Create an interaction that will run when a user requests an agent but no one is available. This needs to be added to the bot configuration.
  3. Click Config and then go to the Defaults tab.
  4. In Live Agent Request use the following configuration settings:
    Interaction to run when there are no agents online The interaction that runs next when there is no agent available to take over the conversation. For example a Message interaction.
    Confirmation message The message to send to users to acknowledge that their request for an agent is being handled.

Starting a Live Takeover session

You can define the message that's automatically sent to the user when an agent takes over a conversation.

  1. In Designer, click Config and then go to the Defaults tab.
  2. In Live Takeover, set up a default start message:
    Default start message When an agent takes over a conversation from a bot, this message is automatically sent to the user. Use this to let the user know that they are now chatting with a live person. You can use variables in this message. For details, see Using variables in Converse.

Attachments in Live Takeover

No configuration is required to enable the sending and receiving of attachments in Live Takeover. Configuration is only required if you expect users to upload attachments outside of Live Takeover. For details, see Setting up attachments.

Adding a list picker button to the Live Takeover window

You can configure a list picker for use in Live Takeover. Agents can display the list and select the option(s) they want to send to their user.
Note: The List Picker button is automatically added to the Live Takeover window once you enter the endpoint.
  1. In Designer, click Config and then go to the Defaults tab.
  2. In Live Takeover, enter the endpoint:
    List picker endpoint The third-party endpoint that will return the data for the Live Takeover list picker. The endpoint must return an object where the data variable is an array of Converse cards. The array can contain a maximum of 10 cards, each card with a maximum of 3 buttons. See the code example below.

Code example of a list picker containing two cards:

{
  "data": [{
    "title": "You are eligible for an upgrade to a new iPhone.",
    "image_url": "http://zipzapme.com/wp-content/uploads/demo-promo-iphone-700x300.jpg",
    "subtitle": "Would you like to hear more?",
    "buttons": [ "Yes, Learn More", "Remind Me Later", "No Thanks" ]
  }, {
    "title": "You are also eligible for a better data plan",
    "image_url": "http://zipzapme.com/wp-content/uploads/demo-promo-iphone-700x300.jpg",
    "subtitle": "Would you like to hear more?",
    "buttons": [{
      "title": "Yes, Learn More",
    }]
  }]
}

For further information, see JSON format for cards.

Ending a Live Takeover session

You can specify what happens when an agent ends a live conversation.

  1. In Designer, click Config and then go to the Defaults tab.
  2. In Live Takeover, set up the default end action:
    Default end action When an agent finishes a conversation, they can choose to:
    • Finish without sending a message.
    • Send their own message.
    • Select an interaction that runs when the conversation finishes.

    The interaction selected as the default end action will be the default interaction. The agent can send this or select a different interaction.