Live Agent Setup

Prerequisites

Before you begin, create an Aisera Bot and integrate it with your Genesys system using the following instructions: Genesys Integration

To add the Live Agent functionality to your application (bot):

1. Go to the Details page of your Aisera application (bot).

2. Scroll down to Live Agent section.

1. Click + Add Live Agent if you don’t already have a live agent connected to your application, or click edit live agent if you already have a live agent integration for your Aisera application (bot).

2. Select your Genesys integration.

1. Configure the details about the live agent connection and choose OK.

See descriptions for these fields in the table below.

2. Verify that the Live Agent is enabled:

• choose Intents in the left navigation menu of the Aisera Admin UI

• select the Action Flows tab

• make sure the Contact Live Agent Intent is Active

You also have the option to enable other intents/flows to add advanced features.

3. (Optional) Customize deploymentId on-the-fly in the Preprocess Live Agent flow

Sometimes, a customer wants to route the user to a different Genesys live agent based on some conditions, including language, help topic, or location.

a. Add a new output variable deploymentId

b. In the flow, set the value to deploymentId

4. (Optional) Customize the customAttributes in the initial message to Agent/Genesys

When handling off to Genesys Live Agent, customer can customize the customAttributes in the payload of the initial message, so Genesys can know more about the information about this Live Agent connection.

This can be done by customizing the Preprocess Live Agent flow.

An example of the payload with customAttributes

{
  "message": {
    "type": "Text",
    "text": "01/03/2023 11:22:49 PM GMT Conversation History: \nUser: contact live agent\nAisera: Please explain your problem in few words\n\nUser: contact live agent\nAisera: Do you want to contact live agent?\n        Yes\n        No \n\n",
    "channel": {
      "metadata": {
        "customAttributes": {
          "web_command": "Aisera Escalation",
          "country": "US",
          "employee_id": "00001",
          "last_name": "Test",
          "classification": "contact live agent",
          "VIP": false,
          "first_name": "Fred",
          "client_name": "UUS",
          "email": "[email protected]",
          "preferred_language": "en"
        }
      }
    }
  },
  "action": "onMessage",
  "token": "6593119c-80da-4ed5-bcbf-xxxxxxxx"
}

Set up in Preprocess Live Agent flow:

a) Create an output variable channel to the flow:

b) Build the channel payload,(containing customAttributes) and set to channel

Build the payload of channel, this channel contains metadata and metadata contains customAttributes.

Convert the channel to string and output it.

The following code block is an example of building the channel.

(Customize the values of fields in real prod use cases)

var customAttributes = {};
customAttributes.first_name = 'Fred';
customAttributes.last_name = 'Test';
customAttributes.email = '[email protected]';
customAttributes.preferred_language = 'en';
customAttributes.employee_id = '0001';
customAttributes.classification = ticketTitle;
customAttributes.VIP = false;
customAttributes.client_name = 'UUS';
customAttributes.country = 'US';
customAttributes.web_command = 'Aisera Escalation';
var channel = {};
var metadata = {};
metadata['customAttributes'] = customAttributes;
channel['metadata'] = metadata;
return JSON.stringify(channel);