Virtual Agent

CTLive offers the possibility of using virtual agents, developed with different technologies, to interface with customers, before switching to the operator.

The bot configuration resides in mongo db, in the collection called "botconfigurations".

Each bot is configured through an object with the following properties:

Property	Type	Description	Notes	Localizable
_id	STRING	Unique bot identifier
technology	STRING	Technology used by the bot	It can take on one of the following values: “DF” Dialogflow “PAT”
nickname	STRING	Virtual agent nickname shown by the chat interface when a reply message is received from the bot
configuration	STRING	String in JOSN format containing the bot configuration parameters	It varies based on the bot technology
inactivityTimeoutInSeconds	NUMBER	Number of seconds to wait for a message from the customer to the bot after which the chat is automatically ended	If not configured, the default value is 300 seconds.
welcomeMessage	STRING / OBJECT	Message shown in chat when a bot enters the room	Can be localized. Accepts a string representing the label to be displayed or an object whose key is the country code and whose value is the relative label to be displayed. Example: { "it-it" : "L’operatore virtaule è entrato in chat", "en-gb" : "Virtual agent is online" }	X

Example

{
    "_id" : "BOT1",
    "technology" : "DF",
    "nickname" : "Bot 1",
    "configuration" : "{\"type\":\"service_account\",\"project_id\":\"bot1-dfc4a\",\"private_key_id\":\"6bf906784139...\",\"private_key\":\"-----BEGIN PRIVATE KEY-----\\nMIIEvgIBADANBgkqhkiG9w...\"}",
    "inactivityTimeoutInSeconds" : 300,
    "welcomeMessage" : {
        "it-it" : "L'operatore virtuale è entrato in chat",
        "en-gb" : "Virtual agent is online",
        "default" : "L'operatore virtuale è entrato in chat"
    }
}