Using your bot in agent mode

You can use your bot as an agent in the Chat2Desk channel. You will learn how to create and connect a bot and see how it handles client requests.

Connecting your bot as an agent

Sign in to the Chat2Desk service. Click Settings → Operators in the control panel. Create an agent here that you want to make into a bot.

Then go to Operators → Groups. Create an agent group and add the previously created bot to it.

Then click Settings → General in the control panel. Here, disable the Assign to the last operator of the chat if he/she is online option.

Operation scenario

The Chat2Desk channel will operate as follows when a bot is enabled as an agent:

1. The bot will join the conversation if the chat was switched to it by the agent or the client inputs a certain self-service menu command (or via macros).

tip

The self-service menu is a set of commands that a client can use to open the submenu or to receive the answers specified by you. The client can also use the menu to get the desired info without any interaction with the agent.

Sign in to the Chat2Desk service to configure the self-service menu. Then click Settings → Self-service menu in the control panel. In the menu, specify the bot as the agent to which the chat will be switched.

2. If you enable a bot in agent mode, you can also switch the script to the agent:

   • If only inbound channel is enabled, use switch with destination to switch to a certain agent group.
   • If the Chat2Desk customer engagement platform is connected to the inbound channel, you can use switch to switch to an agent.

3. When the dialog is switched to the bot in agent mode manually, via macros or when auto-assigning via the Self-service menu, the bot enters the chat immediately, without a preliminary message from the client.

Please note:

• destination for switch is mandatory for switching to an agent from the inbound channel.
• An agent group should be selected to connect the customer engagement platform to the inbound channel.