Skip to main content

Transfer to LiveTex agent

LiveTex is an omnichannel solution that lets you deliver technical support and sales management via all modern communication channels. LiveTex supports website chats, mobile app chats, social networks, instant messengers, email, feedback forms, and chatbots.

Requests from all channels are arranged in a single queue, distributed according to the company’s business processes, and utilize a unified analytics system.

You can connect your bot to LiveTex to automatically respond to client messages.

Also, you can use LiveTex as a business channel. If you connect LiveTex as a business channel, it will include all the features of a customer engagement platform by default.

tip
Check out the instructions on creating bots and scripts to learn how to build bots from scratch.

Set up the integration​

To add integration with LiveTex, do the following:

  1. Set up an access point.
  2. Add LiveTex integration to Aimylogic.
  3. Add the Transfer to agent block to the script.

Set up LiveTex access point​

  1. Log in to your LiveTex personal account as an account administrator.

  2. Go to the Settings (Настройки) tab → Contact points (Точки контакта) and click Add (Добавить).

  3. Select Mobile app (Мобильное приложение) as the contact point type, enter the app name, and click Add (Добавить).

  4. Click Access key (Ключ доступа) in the row of the created app and copy the key. You will need it for integration setup.

  5. Go to Settings (Настройки) → Routing (Маршрутизация) → Agent groups (Группы сотрудников). Add agents to the In-app chat group (Группа для Чата в приложении). You can rename the group if needed.

On the Settings (Настройки) → Routing (Маршрутизация) → Agent groups (Группы сотрудников) page, you can create multiple agent groups to handle customer requests. You can specify the default group in the LiveTex channel settings.

Add LiveTex integration to Aimylogic​

  1. Open your bot project in Aimylogic.
  2. Go to the Channels section and click LiveTex in the Transfer to agent menu. The settings window will open.
  3. Fill out the fields:
    • Channel name: specify a channel name or leave the default one.
    • Access key: paste the access key copied during the access point setup.
  4. If there are several groups of agents at the contact point, select the one you want to handle customer questions.
LiveTex connection

Add the Transfer to agent block​

To enable your bot to transfer the dialog to an agent at a certain moment, add the Transfer to agent block in the required script section.

Connect the Transfer to agent block to other screens using buttons or intents.

To view dialogs with clients, an agent needs to sign in to LiveTex using their username and password.

You can view all messages from the client, bot, and LiveTex agent in the Dialogs tab.