Associate Chatbot with Cloud Customer Service System

Step 1: Activate Cloud Customer Service System and Chatbot

For more information about the activation process, see the following documents:

Cloud Customer Service System: Activation guide

Chatbot: Activation guide

Note:

(1) If you activate the Cloud Customer Service System first, a workspace is created in the instance management section of Chatbot. Click Purchase Add-on and select this new workspace. Do not allow the system to automatically generate an instance ID. An automatically generated ID creates a new workspace. Therefore, you must select the correct workspace when you configure Q&A pairs later.

(2) If you have already activated Chatbot, two workspaces appear in the instance management section: your previously activated workspace and the workspace that is automatically created for the agent. You can use your previous workspace to configure channel deployments and the knowledge base. You can also follow the method in step (1) to purchase an add-on for the automatically created workspace to add a chatbot. Note that you cannot upgrade this workspace to the Trial Edition. Whether you can upgrade to the Trial Edition depends on the sales rules for Chatbot. Currently, after you activate any paid edition of Chatbot, you can no longer activate the Trial Edition.

Step 2: Implement agent transfer between Cloud Customer Service System and the chatbot

(1) In the Cloud Customer Service System, create a skill group and add customer service representatives. For more information, see Personnel configuration.

(2) Create a chatbot and configure a transfer-to-agent policy. Follow these steps:

In the Chatbot console, navigate to the Robot Management page. Click New Robot. In the dialog box that appears, enter a name for the robot and click Create.

A new robot with a status of Editing appears on the Robot Management page. Click Manage to go to the robot configuration interface. Click Transfer to Agent Policy.

Click the Edit button on the right. In the Transfer-to-Agent Skill Group field, enter the name of the skill group that you created in the Cloud Customer Service System. Turn on the Trigger transfer by keyword switch. Click Save. Return to the Robot Management page and click Publish to publish the robot.

Step 3: Configure the channel to associate the chatbot and the agent skill group

(1) In the Chatbot console, expand Channel Deployment and click Channel Management. Click the Add Channel Application button on the right. Enter a custom application name. Currently, Web Page is the only available application channel. Click OK to go to the channel deployment configuration interface. Set Service Mode to Chatbot & Agent.

(2) The channel deployment provides some basic frontend display patterns. You can configure them as needed.

(3) On the Robot Settings page, attach the robot, set the perspective, and enter a custom nickname for the robot.

(4) On the Agent Service Settings page, attach the skill group.

(5) On the Service Deployment page, add a page name for the standalone page deployment address. Click Deploy. Go back to the channel deployment settings. Copy the deployment address link for the standalone page. Paste the link into a browser and open it.

(6) In the Cloud Customer Service System, go to the Messages interface. Switch your status from Offline to Online. The status 'Waiting for user' appears. This indicates that the deployment is successful. If the status does not appear, refresh the page.

(7) In the chat window that you opened in step (5), test the AI chat and live agent chat features.