8x8 Live Agent

The 8x8 platform provides Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) capability. This topic describes how to setup 8X8 Live Agent for an Aisera bot. NOTE: You may need to enable the corresponding intents or flows using the AI Workflow Studio and Workflow to Enable a Live Agent.

Prerequisites

Ask the customer for the following information before you begin:

1. 8X8 API Endpoint URL

   1. The 8x8 API endpoint for REST calls

2. 8X8 Account Credentials:

   1. Username

   2. Password

   3. API key

   4. Queue id

3. Type of authentication used with your 8x8 System

Before you can integrate the Aisera Gen AI platform with your 8x8 System, you need to create an Aisera Service Account user.

Create an Aisera Service User

Use the Aisera Admin UI to create an Aisera Service Account User that can log into your 8x8 system. This user only needs Read permissions (with Export ability) to transfer data to the Aisera platform DB. If you plan to use Ticket Concierge, Knowledge Generation, or other features that write back to your 8x8 system, this user will need Read/Write permission (with Import/Export ability). This user does not need Execute or Delete permissions because all Aisera operations will be performed, tracked, and logged in the Aisera cloud.

Using the Aisera Admin UI

1. In the Aisera Administration Application, navigate to Settings > Integration.

2. Choose the + New Integration button.

1. Enter 8x8 into the search field and select the 8x8 icon.

1. There are two parts to the Integration credentials.

   1. Set the Configuration parameters for the Integration.

where:

b. Set the Configuration parameters for the Authorization.

where:

1. After you create the integration, you will see the App Token created for the integration. Copy it down to use later.

1. Add your new integration to an Aisera app (bot). If you haven't created an Aisera bot yet, see How to Set Up AiseraGPT. If you have an existing bot, select it using Settings > AiseraGPT. Search for and choose your existing application. When you open the application, the application Details window displays.

2. Scroll down and select the Live Agent button.

1. Select your application from the resulting list.

1. Add the Queue ID that you want to use from your 8x8 System.

2. Click OK. Note: When you click OK, the Aisera Gen AI platform registers with your 8X8 System and receives a channelId from the 8X8 System. This channelId is saved in the Aisera temporary DB. Please contact your Aisera support team to get this channelId for the setup on 8X8 System. The Aisera team can look up the server query to retrieve the Channel_Id value in their Implementation Guide.

3. Copy the channelId for your records.

Tasks for 8x8 System Administrators

On the 8x8 System server, the correct appToken and authorization token should be appended as Http Headers to the requests from the 8X8 System to the Aisera Gen AI platform.

Headers
{
"x-app-token":"<app Token>",
"Authorization": "Bearer <authorization token>"
}

Using the auth token from the 8x8 database, execute a GET request against the 8x8 Chat API endpoint to review the webhook registered by comparing the channelID value from the database.

NOTE: There might be a need to update the registered webhook to reflect an 8x8 load balancer custom domain.

When the 8X8 System load balancer sends callback requests to the Aisera Gen AI platform, they need to append the 2 headers above to the requests.

Please note: all the api endpoints below use the tenant-specific api end points, rather than cluster api, for example

https://<tenant_name>.api.aisera.cloud

The Aisera Callback Endpoint

POST <tenant-specific-api>/v1/liveAgent/receiveMessage Add the two following headers to the Aisera callback endpoint.

1. app token header

NOTE: the app token is different for each integration. See Step #3 above for instructions on retrieving the App Token.

2. Authorization Header

NOTE: This is a Bearer token, that you need to get from the Aisera Oauth URL. a) Access Token End point

POST <tenant-specific-api>/tenant-users/oauth2/token

Content-Type: application/x-www-form-urlencoded

Body (required)

{
  "grant_type": "password",
  "username": "<tenant login username>",
  "password": "<tenant login password>",
  "clientid": "<aisera app token, you can find in #1 part>"
}

Response

{
    "access_token": "",
    "refresh_token": "",
    "values": {
        "access_token": "",
        "refresh_token": "",
        "token_type": "bearer",
        "expires_in": 3600
    },
    "token_type": "bearer",
    "expires_in": 3600
}

b) Refresh Token End point

POST <tenant-specific-api>/tenant-users/oauth2/token

Content-Type: application/x-www-form-urlencoded

Body(required)

{
  "grant_type": "refresh_token",
  "refresh_token": "<the refresh token you get from access token endpoint>",
  "clientid": "<aisera app token, in #1>"
}