Integration: Spotler Engage Live chat

This step-by-step guide will walk you through the process of setting up a handover dialog, which allows a chatbot to transfer a conversation to a human agent in Spotler Engage. Follow these steps to integrate Spotler Engage live chat with Spotler AIgent for seamless handover functionality.

This step-by-step plan contains the following steps:

Step 1 – Create a live chat account (Spotler Engage)

For this step, contact your account manager at Spotler Engage. Create a live chat account by giving it a name and setting the desired chat availability settings and user rights. Also, specify the opening hours within which the handover feature should be available. The following settings will not be visible in the chatbot widget, and are not critical to the handover process:

  • Account data
  • Widget styling
  • Automatic response
  • Technical settings
  • Busy or closed notification

Save the account once complete.

Step 2 – Set chat claim settings (Spotler Engage)

In Spotler Engage, access the live chat account by going to Settings (top right corner) Accounts Live chat Edit. Under the 'Chat claim settings', specify the maximum number of messages an agent can handle at once. Leaving this field blank means the agent will never be available for handover.

Step 3 – Find the snippet code (Spotler Engage)

To link the chatbot with Spotler Engage, find the snippet code associated with the live chat account you created. Click on the pod next to the live chat account name and scroll to locate the snippet code. The GUID you need will be the combination of numbers and letters between the quotation marks, as shown here:

<script id="obi-chat-launcher" src="https://cloudstatic.obi4wan.com/chat/obi-launcher.js" data-guid="ba52be0a-97e1-499e-9609-484dc02412he"></script>

Step 4 – Create a stream in Engage (Spotler Engage)

Create a stream in Webcare (top left) for the messages to be handed over to a live agent. Name the stream clearly (e.g., 'Handover') so it can be easily identified. Link this stream to the following query:

account: "Livechataccountname" AND source type:chat NOT posttype:outgoing

Note: "Livechataccountname" must be written exactly as it appears (case sensitive). Turn on Multiclaiming in the advanced settings.

Step 5 – Configure Handover and create handover subdialog (Spotler AIgent)

Go to Integrate Spotler Engage live chat Create new Engage configuration. Enter a name for the handover subdialog. Paste the GUID from your Spotler Engage live chat account. Enter a success message (for when the chatbot successfully hands over the conversation) and a failure message (for when no agent is available). Click 'Save Config' to save the configuration and 'Generate Dialog' to create the handover subdialog.

Step 6 – Add handover to dialog (Spotler AIgent)

Locate the newly created subdialog in the list of available dialogs. This subdialog can now be added to your chatbot conversation at any desired point.

Step 7 – Test the handover (Spotler AIgent)

The handover cannot be tested in the test widget in Spotler AIgent. To test it, deploy the widget and check the external chat widget. Ensure the following to confirm the handover is functioning:

  • Ensure the agent is online and available for live chat in Spotler Engage.
  • Verify the opening hours set in the live chat account for the handover.
  • Check if there is a limit to the number of messages an agent can handle at once in the live chat account settings.
  • Confirm that multiclaiming is enabled in the advanced stream settings.

Please note

Once a handover dialog is set up, it cannot be edited. If changes are required, the current handover dialog must be deleted, and a new one created.