Using Chatbots

GAAP can integrate with the Genesys Chat Bot platform to drive a persistent omnichannel experience with your customers. The following components are required:

• Genesys Administrator - Used for installing the Chatbot client.
• Social Messaging Server - Provides the Chatbot platform.
• Interaction Routing Designer - Used for ???

Once installed, the Chat Bot acts similarly to a WebIVR application using prompts from the associated visual persona.

How do I tie in a WebIVR application to use the Chat Bot? Is it by specifying an ID number?

Configuring the Chat Bot environment

Use Genesys Administrator to install the Chat Bot

The following steps explain how to use Genesys Administrator to prepare the Chat Bot interface.

1. Open Genesys Administrator and log in to your configuration environment.
2. Go to Provisioning > Environment > Applications and open the Social Messaging Server object.
3. Create a section called channel-chatbot-monitor-bots.
4. Upload the Chat Bot jar file to the section you created in the previous step.
5. Set the value of the Chatbot option to point to the server in which Messaging Server is hosted. For example: { "base_url" : "http://www.yourcompany.com:9092/fish-messaging" }.

Use Interaction Routing Designer to configure the Chatbot

Once you have installed the Chatbot, you can use Interaction Routing Designer to configure the Chat Bot settings.

1. Open Interaction Routing Designer and log in to your environment.
2. Open the Chat Bot object to be used with GAAP.
3. Configure the following:
   • ChatBotName - The name of your Chat Bot object.
   • Nickname - The Chat Bot name displayed to customers.
   • StopBotOnAgentArrival - Set to true if you want the Chat Bot to end once an agent joins the session.
   • SiteID - The ID number of your GAAP company to use with the Chat Bot.
   • IsTestCall - If true, the test version of the application is used. Otherwise, set to false to use the production version.
   • AuthToken - The value of the Authentication Key field in your GAAP company page.
   • _umsChannel - Set to channel-chatbot.