Sinch Contact Pro
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It is now possible to connect your bot with Sinch Contact Pro and ensure a seamless offloading experience from bot to human agent.
Keep reading for a step-by-step guide on how to set this up!
Log into your Sinch Contact Pro Domain
Configure a new agent that will act as the bot
Set-up a new queue specifically for chatbots
Open the configuration panel
Click “Create new configuration” and go to “Common settings”
Find the Visitor ECF Server URL
Copy this URL, you need it later for the Chatlayer configuration
Lastly, select your newly created Chatbot queue in the Sinch Contact Configuration Panel and click “Save”
Go to 'Channels' on the left hand side
Click on the '+' sign in the 'Sinch Contact' row to see the pop-up below:
Looking at the URL you copied before, you can identify Region and Tenant Name:
https://prod-region.domain.com/tenantname/visitor/ecfs
Now fill in the following:
Your region - https://prod-region.domain.com/tenantname/visitor/ecfs
Tenant name - https://prod-region.domain.com/tenantname/visitor/ecfs
The other fields can be found in Sinch Contact Pro:
Username and password: fill these fields in from the newly created virtual agent
Now click 'Continue' to save your configuration
The Cloud Configuration has following regions:
na: 'login-na-w2.cc.sinch.com'
eu: 'login-eu-c1.cc.sinch.com'
au: 'login-au-s2.cc.sinch.com'
af: 'login-af-s1.cc.sinch.com'
Add an Action block to your flow that contains a “Send to offload provider” plugin (for example, after “Not understood”)
Select Sinch Contact in that plugin and the queue you want to offload to
Chatlayer shares the following information to Sinch Contact Pro:
First Name: sinchContactPro.firstName OR internal.user.firstName
Last Name: sinchContactPro.lastName OR internal.user.lastName
Phone Number: sinchContactPro.phoneNumber
Email: sinchContactPro.email
It is recommended to fill in the above listed variables, so the agent in Sinch Contact Pro knows who they are talking to.
You may want to pass additional information about the user to Sinch Contact Pro, next to the above fields. To do this, you can declare additional session variables with the following format: sinchContactPro.customFields. All these will be added as attached data fields in Sinch Contact Pro.
For example, to add the user's location as a custom field, you would adjust your bot's flow to ask the users location and store the answer as a variable under sinchContactPro.customFields.location
Open the page where you’ve configured your Sinch Contact Pro Widget
Fill in your contact details, select the “Chatlayer Agents” queue and start the conversation
After being transferred to an agent, open the right queue and take over the conversation:
The returning part of your bot flow after offloading is complete will look like this:
Three things need to be set up for this use case to work:
The variables that are going to identify the bot conversation and offloaded conversation are still active or paused need to be created:
In this example, we created internal.isPaused to identify when the bot is paused and internal.offload to identify when the offload is active:
2. The bot needs to identify that the offloading isn't active anymore:
For that, we built a Condition block with the conditions: if the variable internal.offload does not exist, trigger the desired block to get user feedback, in the example below we named it "Feedback flow start", otherwise go to an empty block, "do nothing" as we named it in our example, because the offloaded conversation is still active.
3. The bot needs to identify when the offloaded conversation is no longer active
An event needs to be created by accessing the tab Events from the left-side menu, under the Bot Dialogs section. That event that will be triggered when the offloading variable is paused when the block from step 2 is visited.
Once the offloaded conversation is ended by the agent, like in the screenshot below, the bot will be able to identify that internal.offload is inexistent.
Ant the bot will restart the conversation, following the first condition of the Condition block.
And there you go, your Sinch Contact Pro offloading is all set up!
It is possible to send call attached data (CAD) when transferring a call to Sinch Contact Pro. That will help ensure the compliance with data privacy laws and allow quality assurance and audit of the calls on the Contact Pro platform.
From the moment on the bot flow where the consent to being recorded or not has been identified, you can redirect the user to an empty bot message with the variables RecordingEnabled and RecordingConsentGiven with the values 'yes' or 'no' depending on the will of the caller.
From an active call on the Communications panel from Sinch Contact Pro, you can access the Conversation Details widget, on the right side menu:
You can also check the Chatlayer Transcript widget to read the bot transcripts and listen to the recorded part of the bot, if there's any:
Here you can see a screenshot of the widget with an audio clip from the chatbot in an ongoing conversation and in the Wrap up page from Sinch Contact Pro:
In both of these cases:
call recording is not enabled for a part or the etire bot conversation
when the whole call (bot + live agent conversation) is being recorded
you won't be able to listen to the recording. The widget will appear empty like shown in this image:
This only works if you are using channels connected to your bot that are different from Sinch Contact Pro web , only works in setting.
You can save anything the user is saying as a variable by using the voice message format type in an input validation. Read more .
