Live Chat Integration on app.yellow.ai

This integration will allow the customers who are using bots on app.yellow.ai to use the updated live chat integration on cloud.yellow.ai.

1. Use cases

The following are the use-cases of this integration:

1.1 Amazon connect live agent

To connect with an Amazon Connect Live Agent, use this code-snippet

    app.raiseTicketForThirdPartyLiveChat({
             issue: "Test Issue",
             contact: {
                 phone: "9870000000",
                 name: "Raj",
                 email: "[email protected]"
               },
           amazonConnectLiveAgentCustomFields: {customFields: {test: “yes”}}
    }).then((ticketData) => {
       app.log(ticketData, "ticketData");
       // Display appropriate message based on the ticketData
    }).catch((error) => {
       app.log(error, 'error');
       //Error handler
    });

This table consists of sample values, data types and descriptions for all the fields that need to be filled.

Field name	Sample value	Data type	Description
issue	Test description	String	The subject/topic/reason why the ticket is created.
phone	9870000000	String	Mobile number of the end user.
email	[email protected]	String	Email address of the end user.
name	Rajesh	String	Name of the end user.
amazonConnectLiveAgentCustomFields	{customFields: {test: “yes”}}	Object	Custom key: value pairs associated with the end user required to raise a ticket. You need to pass the value of this key as {}, in case no key: pairs are required.

Sample response in case of success

{
   "assignedTo": true,
   "success": true,
   "status": "ASSIGNED",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the amazon connect create ticket API

Sample response in case of failure

{
   "success": false,
   "assignedTo": false,
   "agentNotAvailable": true,
   "message": "TicketId is not created and transferring the control back to the bot",
   "ticketInfo": "{{apiresponse}}"
}

:::note apiresponse represents the raw response from the amazon connect create ticket API :::

1.2 Avaya Live Agent

To connect with an Avaya Live Agent, use this code-snippet

      app.raiseTicketForThirdPartyLiveChat({
             issue: "Test Issue",
             contact: {
                 phone: "9870000000",
                 name: "Raj",
                 email: "[email protected]"
               }
   }).then((ticketData) => {
       app.log(ticketData, "ticketData");
       // Display appropriate message based on the ticketData
   }).catch((error) => {
       app.log(error, 'error');
       //Error handler
   });

This table consists of sample values, data types and descriptions for all the fields in the that need to be filled.

Field name	Sample value	Data type	Description
issue	Test description	String	The subject/topic/reason why the ticket is created.
phone	9870000000	String	Mobile number of the end user.
email	[email protected]	String	Email address of the end user.
name	Rajesh	String	Name of the end user.

Sample response in case of success

{
   "assignedTo": true,
   "success": true,
   "message": "Agent is available and ticket is assigned to the agent",
   "status": "ASSIGNED",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the avaya create ticket API

Sample response in case of failure

{
   "success": false,
   "assignedTo": false,
   "agentNotAvailable": true,
   "message": "Agent availability is false and hence not assigned to any agent.",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the avaya create ticket API

1.3 Custom Live Agent

To connect with a Custom Live Agent, use this code-snippet

      app.raiseTicketForThirdPartyLiveChat({
             issue: "Test Issue",
             contact: {
                 phone: "9870000000",
                 name: "Raj",
                 email: "[email protected]"
               },
              category: "Sales",
              priority: "MEDIUM",
              customLiveAgentCustomFields: {customFields: {test: “yes”}}
   }).then((ticketData) => {
       app.log(ticketData, "ticketData");
       // Display appropriate message based on the ticketData
   }).catch((error) => {
       app.log(error, 'error');
       //Error handler
   });

This table consists of sample values, data types and descriptions for all the fields in the that need to be filled.

Field name	Sample value	Data type	Description
issue	Test description	String	The subject/topic/reason why the ticket is created.
phone	9870000000	String	Mobile number of the end user.
email	[email protected]	String	Email address of the end user.
name	Rajesh	String	Name of the end user.
category	Sales	String	Category under which the ticket will be created.
priority	MEDIUM	String	Priority of the ticket to be created.
customLiveAgentCustomFields	{customFields: {test: “yes”}}	Object	Custom key:value pairs associated with the end user required to raise a ticket. You need to pass the value of this key as {}, in case no key:pairs are required.

Sample response in case of success

{
   "assignedTo": true,
   "success": true,
   "status": "ASSIGNED",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the custom live agent create ticket API

Sample response in case of failure

{
   "success": false,
   "assignedTo": false,
   "agentNotAvailable": true,
   "message": "Agent is unavailable to chat with the end user, hence transferring the control back to the bot.",
   "ticketInfo": "{{apiresponse}}"
}

apiresponse represents the raw response from the custom live agent create ticket API

1.4 Freshchat Live Agent

To connect to a Freshchat Live Agent, please use this code-snippet:

   app.raiseTicketForThirdPartyLiveChat({
        issue: "Test Issue",
       contact: {
            phone: "9870000000",
            name: "Raj",
            email: "[email protected]"
            },
            assignedGroupId: "test-group",
            freshChatUserId: "3554-cbcbc-dchchc",
            freshChatUniqueIdentifier: "testInfo",
            properties: [],
            freshChatChannelId: "abce-ddede-eded-3454"
   }).then((ticketData) => {
      app.log(ticketData, "ticketData");
      // Display appropriate message based on the ticketData
   }).catch((error) => {
      app.log(error, 'error');
      //Error handler
   });

This table consists of sample values, data types and descriptions for all the fields in the that need to be filled.

Field name	Sample value	Data type	Description
issue	Test description	String	The subject/topic/reason why the ticket is created.
phone	9870000000	String	Mobile number of the user.
email	[email protected]	String	Email address of the user.
name	Rajesh	String	Name of the user.
assignedGroupId	Sales	String	Category under which the ticket will be created.
priority	3554-cbcbc-dchchc	String	Freshchat groupId to which the ticket should be assigned. The default value “” should be passed for this.
freshChatUserId	test-group	String	Freshchat userId of the user, this is passed if the same ticket needs to be re-opened for the same user. The default value “” should be passed for this.
freshChatUniqueIdentifier	testInfo	Object	A unique identifier that will reflect as referenceId in the freshchat agent portal if passed. The default value “” should be passed for this.
properties	[{key:”Hash”, value: “Yes”} ]	Array	Custom properties that can be passed on while creating a ticket.
freshChatChannelId	abce-ddede-eded-3454	String	This API needs to be called from Postman, which in turn will fetch the list of channel IDs associated with that Freshchat account and confirms the client's authorization to access that account.

Sample response in case of success

{
   "assignedTo": true,
   "success": true,
   "status": "ASSIGNED",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the freshchat live agent create ticket API

Sample response in case of failure:-

{
   "success": false,
   "assignedTo": false,
   "agentNotAvailable": true,
   "message": "Agent is unavailable to chat with the end user, hence transferring the control back to the bot.",
   "ticketInfo": "{{apiresponse}}"
}

::: note apiresponse represents the raw response from the freshchat live agent create ticket API :::

1.5 Kapture CRM Live Agent

To connect to a Kapture CRM Live Agent, please use this code-snippet

      app.raiseTicketForThirdPartyLiveChat({
             issue: "Test Issue",
             contact: {
                 phone: "9870000000",
                 name: "Raj",
                 email: "[email protected]"
               }
   }).then((ticketData) => {
       app.log(ticketData, "ticketData");
       // Display appropriate message based on the ticketData
   }).catch((error) => {
       app.log(error, 'error');
       //Error handler
   });

This table consists of sample values, data types and descriptions for all the fields that need to be filled.

Field name	Sample value	Data type	Description
issue	Test description	String	The subject/topic/reason why the ticket is created.
phone	9870000000	String	Mobile number of the end user.
email	[email protected]	String	Email address of the end user.
name	Rajesh	String	Name of the end user.

Sample response in case of success

{
   "assignedTo": true,
   "success": true,
   "message": "Agent is available and ticket is assigned to the agent",
   "status": "ASSIGNED",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the kapture crm create ticket API

Sample response in case of failure

{
   "success": false,
   "assignedTo": false,
   "agentNotAvailable": true,
   "message": "Agent availability is false and hence not assigned to any agent.",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the kapture crm create ticket API

1.6 Locobuzz Live Agent

To connect to a Locobuzz Live Agent, please use this code-snippet

      app.raiseTicketForThirdPartyLiveChat({
             issue: "Test Issue",
             contact: {
                 phone: "9870000000",
                 name: "Raj",
                 email: "[email protected]"
               },
              category: "Sales",
              priority: "MEDIUM",
   }).then((ticketData) => {
       app.log(ticketData, "ticketData");
       // Display appropriate message based on the ticketData
   }).catch((error) => {
       app.log(error, 'error');
       //Error handler
   });

This table consists of sample values, data types and descriptions for all the fields that need to be filled.

Field name	Sample value	Data type	Description
issue	Test description	String	The subject/topic/reason why the ticket is created.
phone	9870000000	String	Mobile number of the end user.
email	[email protected]	String	Email address of the end user.
name	Rajesh	String	Name of the end user.
category	Sales	String	Category under which the ticket will be created.
priority	MEDIUM	String	Priority of the ticket to be created.
sentiment	Happy	String	User sentiment. Default value to be passed for this key is “”.

Sample response in case of success

{
   "assignedTo": true,
   "success": true,
   "status": "ASSIGNED",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the locobuzz live agent create ticket API

Sample response in case of failure

{
   "success": false,
   "assignedTo": false,
   "agentNotAvailable": true,
   "message": "Agent is unavailable to chat with the end user, hence transferring the control back to the bot.",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the locobuzz live agent create ticket API

1.7 Genesys Live Agent

To connect to a Genesys Live Agent, please use this code-snippet

      app.raiseTicketForThirdPartyLiveChat({
             issue: "Test Issue",
             contact: {
                 phone: "9870000000",
                 name: "Raj",
                 email: "[email protected]"
               },
           genesysCustomFields: {customFields: {test: “yes”}}
   }).then((ticketData) => {
       app.log(ticketData, "ticketData");
       // Display appropriate message based on the ticketData
   }).catch((error) => {
       app.log(error, 'error');
       //Error handler
   });

This table consists of sample values, data types and descriptions for all the fields that need to be filled.

Field name	Sample value	Data type	Description
issue	Test description	String	The subject/topic/reason why the ticket is created.
phone	9870000000	String	Mobile number of the end user.
email	[email protected]	String	Email address of the end user.
name	Rajesh	String	Name of the end user.
genesysCustomFields	{customFields: {test: “yes”}}	Object	Custom key:value pairs associated to the end user required to raise a ticket. You need to pass the value of this key as {}, in case no key:pairs are required.

Sample response in case of success

{
   "assignedTo": true,
   "success": true,
   "status": "ASSIGNED",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the genesys create ticket API

Sample response in case of failure

{
   "success": false,
   "assignedTo": false,
   "agentNotAvailable": true,
   "message": "TicketId is not created and transferring the control back to the bot",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from genesys create ticket API

1.8 Genesys Cloud Live Agent

To connect to a Genesys Cloud Live Agent, please use this code-snippet

      app.raiseTicketForThirdPartyLiveChat({
             issue: "Test Issue",
             contact: {
                 phone: "9870000000",
                 name: "Raj",
                 email: "[email protected]"
               },
           genesysCloudCustomFields: {customFields: {test: “yes”}}
   }).then((ticketData) => {
       app.log(ticketData, "ticketData");
       // Display appropriate message based on the ticketData
   }).catch((error) => {
       app.log(error, 'error');
       //Error handler
   });

This table consists of sample values, data types and descriptions for all the fields that need to be filled.

Field name	Sample value	Data type	Description
issue	Test description	String	The subject/topic/reason why the ticket is created.
phone	9870000000	String	Mobile number of the end user.
email	[email protected]	String	Email address of the end user.
name	Rajesh	String	Name of the end user.
genesysCloudCustomFields	{customFields: {test: “yes”}}	Object	Custom key:value pairs associated to the end user required to raise a ticket. You need to pass the value of this key as {}, in case no key:pairs are required.

Sample response in case of success

{
   "assignedTo": true,
   "success": true,
   "status": "ASSIGNED",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the genesys cloud create ticket API

Sample response in case of failure

{
   "success": false,
   "assignedTo": false,
   "agentNotAvailable": true,
   "message": "TicketId is not created and transferring the control back to the bot",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from genesys cloud create ticket API

1.9 Intercom Live Agent

To connect to an Intercom Live Agent, please use this code-snippet

      app.raiseTicketForThirdPartyLiveChat({
             issue: "Test Issue",
             contact: {
                 phone: "9870000000",
                 name: "Raj",
                 email: "[email protected]"
               },
           intercomLiveAgentCustomFields: {customFields: {test: “yes”}}
   }).then((ticketData) => {
       app.log(ticketData, "ticketData");
       // Display appropriate message based on the ticketData
   }).catch((error) => {
       app.log(error, 'error');
       //Error handler
   });

This table consists of sample values, data types and descriptions for all the fields that need to be filled.

Field name	Sample value	Data type	Description
issue	Test description	String	The subject/topic/reason why the ticket is created.
phone	9870000000	String	Mobile number of the end user.
email	[email protected]	String	Email address of the end user.
name	Rajesh	String	Name of the end user.
intercomLiveAgentCustomFields	{customFields: {test: “yes”}}	Object	Custom key:value pairs associated to the end user required to raise a ticket. You need to pass the value of this key as {}, in case no key:pairs are required.

Sample response in case of success

{
   "assignedTo": true,
   "success": true,
   "status": "ASSIGNED",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the intercom create ticket API

Sample response in case of failure

{
   "success": false,
   "assignedTo": false,
   "agentNotAvailable": true,
   "message": "TicketId is not created and transferring the control back to the bot",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the intercom create ticket API

1.10 Nice Incontact Live Agent

To connect to a Nice Incontact Live Agent, please use this code-snippet

      app.raiseTicketForThirdPartyLiveChat({
             issue: "Test Issue",
             contact: {
                 phone: "9870000000",
                 name: "Raj",
                 email: "[email protected]"
               }
   }).then((ticketData) => {
       app.log(ticketData, "ticketData");
       // Display appropriate message based on the ticketData
   }).catch((error) => {
       app.log(error, 'error');
       //Error handler
   });

This table consists of sample values, data types and descriptions for all the fields that need to be filled.

Field name	Sample value	Data type	Description
issue	Test description	String	The subject/topic/reason why the ticket is created.
phone	9870000000	String	Mobile number of the end user.
email	[email protected]	String	Email address of the end user.
name	Rajesh	String	Name of the end user.

Sample response in case of success

{
   "assignedTo": true,
   "success": true,
   "status": "ASSIGNED",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the nice-incontact create ticket API

Sample response in case of failure

{
   "success": false,
   "assignedTo": false,
   "agentNotAvailable": true,
   "message": "TicketId is not created and transferring the control back to the bot",
   "ticketInfo": "{{apiresponse}}"
}

apiresponse represents the raw response from the nice-incontact create ticket API

1.11 Talishma Live Agent

      To connect to a Talishma Live Agent, please use this code-snippet

      app.raiseTicketForThirdPartyLiveChat({
             issue: "Test Issue",
             contact: {
                 phone: "9870000000",
                 name: "Raj",
                 email: "[email protected]"
               }
   }).then((ticketData) => {
       app.log(ticketData, "ticketData");
       // Display appropriate message based on the ticketData
   }).catch((error) => {
       app.log(error, 'error');
       //Error handler
   });

This table consists of sample values, data types and descriptions for all the fields that need to be filled.

Field name	Sample value	Data type	Description
issue	Test description	String	The subject/topic/reason why the ticket is created.
phone	9870000000	String	Mobile number of the end user.
email	[email protected]	String	Email address of the end user.
name	Rajesh	String	Name of the end user.

Sample response in case of success

{
   "assignedTo": true,
   "success": true,
   "status": "ASSIGNED",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the talishma create ticket API

Sample response in case of failure

{
   "success": false,
   "assignedTo": false,
   "agentNotAvailable": true,
   "message": "TicketId is not created and transferring the control back to the bot",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the talishma create ticket API

1.12 Salesforce Live Agent

app.raiseTicketForThirdPartyLiveChat({
                 issue: "Test Issue",
                 contact: {
                     phone: "9870000000",
                     name: "Raj",
                     email: "[email protected]"
                   },
                   salesforceLiveChatCustomFields: [],
                   salesforceLiveChatCustomEntities: [],
                   salesforceLiveChatAgentId: "",
                   salesforceLiveChatAgentAssignedMessage: "",
                   salesforceLiveChatVisitorLanguage: "English",
                   salesforceLiveChatQueuePositionMessage: "",
                   salesforceLiveChatUpdatedQueuePositionMessage: "",
                   salesforceLiveChatAgentTransferredMessage: "",
                   salesforceLiveChatEstimatedWaitTimeMessage: "",
                   salesforceLiveChatDisplayAgentName: true,
                  salesforceLiveChatIdleTimeWarningMessage: “”,
                  salesforceLiveChatIdleTimeTimeoutMessage: “”,
                  salesforceLiveChatConnectionFailureMessage: “”,
                  salesforceLiveChatAgentDisconnectMessage: “”,
                  salesforceLiveChatAgentTimeoutMessage: “”
       }).then((ticketData) => {
           app.log(ticketData, "ticketData");
           // Display appropriate message based on the ticketData
       }).catch((error) => {
           app.log(error, 'error');
           //Error handler
       });

Field name	Sample value	Data type	Description
issue	Test description	String	The subject, topic, and reason for creating the ticket.
phone	9870000000	String	Mobile number of the user.
email	[email protected]	String	Email address of the user.
name	Rajesh	String	Name of the user.
salesforceLiveChatCustomFields	[ { "label": "Mobile", "value": "9999444443", "entityMaps": [ { "entityName": "contact", "fieldName": "Mobile_Number__c" } ], "transcriptFields": [ "Mobile_Number__c" ], "displayToAgent": true }, { "label": "Chat", "value": "sessionURL", "entityMaps": [ { "entityName": "case", "fieldName": "chat_transcript__c" } ], "transcriptFields": [ "chat_transcript__c" ], "displayToAgent": true } ]	Array	The details provided by the user before initiating the chat.
salesforceLiveChatCustomEntities	[ { "entityName":"Contact", "saveToTranscript":"contact", "linkToEntityName":"Case", "linkToEntityField":"ContactId", "entityFieldsMaps": [ { "fieldName":"LastName", "label":"LastName", "doFind":true, "isExactMatch":true, "doCreate":true }, { "fieldName":"FirstName", "label":"FirstName", "doFind":true, "isExactMatch":true, "doCreate":true }, { "fieldName":"Email", "label":"Email", "doFind":true, "isExactMatch":true, "doCreate":true }	Array	The records are created or searched based on the enabled EntityFieldsMaps.
salesforceLiveChatAgentId	0055g00000HEbLD	String	The agentId required to enable the sticky agent feature.
salesforceLiveChatAgentAssignedMessage	You are now connected to {liveAgent}.	String	The message that will be displayed to the user after an agent has been assigned. Use the dynamic parameter{liveAgent} to display the name of the agent.
salesforceLiveChatVisitorLanguage	English	String	Language preferred by the user to chat with the live agent.
salesforceLiveChatQueuePositionMessage	Your queue position is {position}	String	The message that will be displayed to the user when the ticket is in queue. Use the dynamic parameter {position} to display the queue position numerically in the message.
salesforceLiveChatUpdatedQueuePositionMessage	Your current queue position is {position}	String	The message that will be displayed to the user when the queue position changes. Use the dynamic parameter{position} to display the position.
salesforceLiveChatAgentTransferredMessage	Your chat has been transferred to {liveAgent}	String	The message that will be displayed to the user when the chat gets transferred from one agent to another. Use the dynamic parameter {liveAgent} to display the name of the agent.
salesforceLiveChatEstimatedWaitTimeMessage	The estimated wait time for the chat to get assigned is {waitTime} seconds	String	The message that will be shown to the user to notify them of the time they should expect to wait before an agent is assigned. Use the dynamic parameter {waitTime} to display the wait time.
salesforceLiveChatDisplayAgentName	true	Boolean	Enable this flag to display the name of the chat agent when they get assigned.
salesforceLiveChatIdleTimeWarningMessage	Idle warning message	String	The message that will be displayed when there's user inactivity.
salesforceLiveChatIdleTimeTimeoutMessage	Idle timeout message	String	The message that will be displayed when the live chat terminates due to user inactivity after a specified period.
salesforceLiveChatConnectionFailureMessage	Connection failure	String	The message that will be displayed to the user when there is a failure in connecting with the live agent.
salesforceLiveChatAgentDisconnectMessage	Agent has disconnected	String	The message that will be displayed to the user when their agent disconnects the chat. (This message will be displayed only if there are other active agents with the capacity to take new chats, otherwise, the message configured in the field salesforceLiveChatConnectionFailureMessage will be displayed).
salesforceLiveChatAgentTimeoutMessage	Agent timeout occurred	String	The message that will be displayed to the user when the Agent Timeout value has surpassed.

Sample response in case of success:

{
   "assignedTo": true,
   "success": true,
   "status": "ASSIGNED",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the salesforce create ticket API

Sample response in case of failure:

{
   "success": false,
   "assignedTo": false,
   "agentNotAvailable": true,
   "message": "TicketId is not created and transferring the control back to the bot",
   "ticketInfo": "{{apiresponse}}"
}

note

apiresponse represents the raw response from the salesforce create ticket API

2. Configuration

You can configure any of the above mentioned live agent integration(s) by following these steps:-

To enable the integration in the yellow.ai Integrations Module,

Click the Growth icon on the left navigation bar.

Click Data Explorer. You will be redirected to the cloud.yellow.ai’s UI.

On the top left corner, click the drop-down and choose Integrations.

Configure the required live chat integration

.After entering the required values, click Connect and the integration will get enabled on yellow.ai.

1. Use cases​

1.1 Amazon connect live agent​

1.2 Avaya Live Agent​

1.3 Custom Live Agent​

1.4 Freshchat Live Agent​

1.5 Kapture CRM Live Agent​

1.6 Locobuzz Live Agent​

1.7 Genesys Live Agent​

1.8 Genesys Cloud Live Agent​

1.9 Intercom Live Agent​

1.10 Nice Incontact Live Agent​

1.11 Talishma Live Agent​

1.12 Salesforce Live Agent​

2. Configuration​

1. Use cases

1.1 Amazon connect live agent

1.2 Avaya Live Agent

1.3 Custom Live Agent

1.4 Freshchat Live Agent

1.5 Kapture CRM Live Agent

1.6 Locobuzz Live Agent

1.7 Genesys Live Agent

1.8 Genesys Cloud Live Agent

1.9 Intercom Live Agent

1.10 Nice Incontact Live Agent

1.11 Talishma Live Agent

1.12 Salesforce Live Agent

2. Configuration