Configuring the live chat dialog nodes in IBM Watson Assistant Skills
BMC Helix Chatbot includes an enhanced live chat experience for administrators, users, and BMC Virtual Chat support agents. During a live chat, BMC Helix Chatbot displays the topics that are configured in BMC Virtual Chat. After users select a topic, BMC Helix Chatbot routes the conversation to an appropriate support queue in BMC Virtual Chat. This autorouting ensures that the users’ questions are routed to the most appropriate support agent for that topic, and the turnaround time is faster.
You must configure the LiveAgentChat – Login dialog node as shown in the following image:
Task 1: To configure the LiveAgentChat – Login node
- Log in to your IBM Cloud account.
- Navigate to the IBM Watson Assistant Skills that is configured with BMC Helix Chatbot, and take the backup of the skill.
- Click Dialogs > select the node that is configured for live chat.
For example, LiveAgentChat node. - Rename the live chat node from LiveAgentChat to LiveAgentChat – Login.
- Add the following slots in this node:
Slot 1—In the Check for field, type $problemSummary, Save it as—$problemSummary
In the JSON editor, replace the existing text with the following text:{
"context": {
"$problemSummary":"null"
}
}- Slot 2—In the Check for field, type input.text&&slot_in_focus and Save it as—$problemSummary
- If slot context variable is not present, in Ask, type the value for Text as Please summarize the issue for the agent.
In the JSON editor, replace the existing text with the following text:
{
"context": {
"$problemSummary":"<?input.text?>"
}
}The following image shows the two slots:
In the JSON editor, replace the existing text with the following text:
Note: The messages in blue text are the default messages. You can modify the messages to suit your business requirements.- Save and close the JSON editor.
Task 2: To create a LiveAgentChat - No Topics node
- Log in to your IBM Cloud account.
- Navigate to the IBM Watson Skills that is configured with BMC Helix Chatbot, and take the backup of the skill.
- Click Dialogs > select the node that is configured for live chat. For example, LiveAgentChat node.
- Rename the live chat node from “LiveAgentChat” to “LiveAgentChat – Login”.
In the JSON editor, replace the existing text with the following text:
Note: The messages in blue text are the default messages. You can modify the messages to suit your business requirements.- Save and close the JSON editor.
Task 3: To create a LiveAgentChat - Display Topics node
- Navigate to the LiveAgentChat – Login node.
- Create a child node and name it as “LiveAgentChat - Display Topics”.
- Specify the following condition for If bot recognizes setting:
$result != "" and $virtualChatTopics .contains('label') == true
See the following screen capture: - Open the JSON editor for Then respond with setting.
Replace the existing text with the following text:
- Save and close the JSON editor.
Task 4: To create a LiveAgentChat - Topic Selection node
- Navigate to the LiveAgentChat - Display Topics node.
Create a child node and name it as “LiveAgentChat – Topic Selection”.
See the following image:
Specify the following condition for If bot recognizes setting:
$virtualChatTopics .contains('label') == true
Open the JSON editor for Then respond with setting and replace the existing text with the following text:
Important: The messages in blue text are the default messages. You can modify the messages to suit your business requirements.- Save and close the JSON editor.
Task 5: To create a LiveAgentChat - Error node
- Navigate to the LiveAgentChat – Login node.
- Create a child node and name it as LiveAgentChat - Error.
- Specify the following condition for If bot recognizes setting:
true - Open the JSON editor for Then respond with setting.
Replace the existing text with the following text:
- Save and close the JSON editor.
Post configuration tasks
After you manually update the Live AgentChat - Login dialog nodes in the IBM Watson Skills, you can configure BMC Helix Chatbot for enabling live chat. Once configured, you can verify that the topics, that are configured in BMC Virtual Chat, are displayed in the chatbot conversation.
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