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LiveTex as a customer engagement platform

LiveTex is a customer support and sales platform, available in online chats, mobile apps, social media, messengers, email, feedback forms, and chatbots.

JAICP supports LiveTex integrations to connect it either as a customer engagement platform or as a prompter.

To use LiveTex as your customer engagement platform:

  1. Configure an access point.
  2. Create a channel.
  3. Connect it to the inbound channel.

Configure an 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 channel creation.

  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.

Create a channel​

  1. Sign in to JAICP and go to your project.
  2. In the control panel, select Channels → Customer engagement platforms → Connect channel → LiveTex.
  3. Fill in the fields:
    • Name: enter a channel name or keep the default.
    • API key: paste the access key you copied during access point setup.
  4. If there are multiple agent groups in the access point, select the one you want to use for customer questions.

Connect the channel​

To connect the customer engagement platform, configure any inbound channel:

  1. Go to the inbound channel editing.
  2. In the Agent field, select the LiveTex customer engagement platform.
  3. Click Save.

Transfer to an agent​

Use $response.replies.push with the switch type to transfer the conversation to an agent in the script.

caution
An agent will have to disconnect a client in LiveTex to bring the bot back into the dialog. The dialog with the bot will not continue automatically. To resume the script, the client will need to send the bot a new message.