Adding Chatbot

CINNOX provides integration to your chatbot as your destination that supports your customer service and sales results. Add and deploy an intelligent virtual assistant in your CINNOX service, bringing a new level of automation, quick, proactive and 24/7 available.

Currently, CINNOX supports the integration of the following Chatbot Platforms:

  • Microsoft QnA Maker
  • Google Dialogflow

As to which chatbot among the two to add to your CINNOX service, that would depend on how you would like to leverage chatbot use in the day-to-day business operation.

Here are some links that would provide information about each chatbot and its services.

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The chatbot will only respond to your visitor enquiries through chat.
Chatbot responses are according to the set Knowledge Base - questions and answers or the Bot Builder for the intents or tree node you have created in your Chatbot platform.

 

Adding Chatbot as a Destination

To add your chatbot:

  • From the navigation menu, go to Destinations and click the Chatbot tab.
  • On the Chatbot interface, click on the Add Chatbot button on the page's top-right corner.

Basic Information

  • Chatbot Name - the name of your chatbot that will appear in the chatbot list and to your visitor.
  • Avatar - upload the avatar of your chatbot that will appear to your visitor.
  • Chatbot Description - the description of your chatbot that will appear in your chatbot list.

Support Language - the language set to handle support by your service team.
Support Location - the country/region set to handle support by your service team.

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Chatbot Source
Select the Chatbot Platform and fill in the required fields.
Please ensure all information is correct as displayed in your chatbot account.

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Chatbot Source

 

Microsoft QnA Maker

  1. Log in to your Microsoft QnA Maker account.
  2. Navigate to "My knowledge bases".
  3. Click the View Code button of the Knowledge base name you would like to connect with your CINNOX service. A pop-up window will show for the Postman API.
  4. Click Copy for the Postman API.
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Microsoft QnA Maker

  1. Paste the Postman API details on the Postman API field on the CINNOX side.
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Microsoft QnA Maker - Postman API

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CINNOX supports Plain Text message type to respond to customer messages.

 

Google Dialogflow

  1. Log in to your Google Dialogflow Console account.
  2. Create a service account key:
  • In the Cloud Console, click the email address for your created service account.
  • Click Keys.
  • Click Add key, then click Create new key.
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Dialogflow - Create a new key

  • Click Create. A JSON key file is downloaded to your computer.
  • Click Close.

For more details, please check the Dialogflow Documentation.

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Dialogflow - Service Key Account in JSON format

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Please check the permission of the newly created service account on the IAM setting page, and ensure it is granted.

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Dialogflow Permission to the service

 

  1. Copy and paste the generated service account key in JSON format on the Service Account Key field on the CINNOX side.
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Dialogflow - Service Account Key

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CINNOX supports Intents to respond to customer messages.

 

Transfer Enquiry - Chatbot to Live Agent

Allow your staff to jump in and take over the conversation when your visitor finds an agent. You can transfer the ongoing enquiry handled by the chatbot to a service group associated with a tag or staff member.

  • Toggle ON to enable the transfer of chatbot conversation to your staff
  • Select between Tag and Staff in the dropdown list to whom visitor and chatbot conversation should continue.
  • Click Create when done setting up your chatbot.

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The visitor will initiate the transfer of enquiry from the chatbot to the live agent.

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Transfer Enquiry - Chatbot to Live Agent

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Select a tag to transfer an enquiry that does not consist of a chatbot destination to avoid the loop of enquiry transfer from a chatbot to a chatbot.

 

Set up a chat transfer trigger in your Chatbot Portal

After enabling the Transfer Chatbot to Live Agent in your CINNOX Dashboard, you will need to set the chat transfer to your agent trigger in your chatbot portal.

Microsoft QnA Maker

Set this keyword DIRECT_TRANSFER as the answer to trigger the Chatbot Live Agent transfer flow. You can add multiple possible questions to initiate the transfer.

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Transfer to Live Agent on QnA Maker

 

Google Dialogflow

Create a Text Response and add the keyword DIRECT_TRANSFER as the response to trigger the Chatbot Live Agent transfer flow.

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Transfer to Live Agent on Dialogflow

 

Close an enquiry from the chatbot side

You can create a close enquiry mechanism between your visitor and the chatbot and set it up in your chatbot portal.

Microsoft QnA Maker

Set this keyword CLOSE_ENQUIRY as the answer to trigger the close enquiry flow. You can add multiple possible questions to initiate the closing of an enquiry.

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Close an enquiry on QnA Maker

 

Google Dialogflow

  • Create a Text Response and add the keyword CLOSE_ENQUIRY as the response to trigger the close enquiry flow.
  • Enable the Set this intent as the end of conversation.
  • Enable the webhook call for this intent.
  • Click Save
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Close an enquiry on Dialogflow

 

Using Chatbot to your Channel

To use your chatbot to serve chat enquiries in your channel:

  • Into your Channel - Tag Directory or any Social Pages, create a new channel, edit an existing channel, and go to Routing Settings.
  • Under Routing Rules (you may have selected Alternative, Time or Percentage Routing), click + Add Destination , and a pop-up window will show to choose a destination.
  • Go to the Chatbot tab, and select the Chatbot you added.
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Selecting Chatbot as Destination

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The routing rule should work the same with or without a chatbot in the destination. The chatbot can only serve a chat enquiry.

 

Channel Info on Dialogflow

When an enquiry has been attended by the chatbot Dialogflow, the following channel information will be passed by CINNOX to Dialogflow in JSON format.

 

Directory, Staff, Web Link and Campaign Channels

The following Directory, Staff, Weblink and Campaign channel information are available using the corresponding Dialogflow context key.

  • Channel Type
  • Channel ID
  • Channel Name
Dialogflow Context KeyExample Value
tagTypeDIRECTSTAFF
ONECLICKCALL
SMARTROUTING
tagId277d7dec-4aad-4fc2-829b-f25dc4556f99
tagNameHotel Reservation

 

Social & Other Channels

The following social and others channels information are available using the corresponding Dialogflow context key.

  • Channel Type
  • Channel ID
  • Channel Name
  • Channel Source
  • Channel Source Name
  • Channel Phone Number
  • Visitor Name
  • Visitor Phone
Dialogflow Context KeyExample Value
omniTypeCINNOX
WhatsApp
WeChat
LINE
WOZTELL
Facebook Messenger
Third Party Channel
Email
channelTypeCINNOX
EMAIL
FACEBOOK
LINE
THIRDPARTY
WECHAT
WHATSAPP
WOZTELL
channelId02b76025-dc95-4741-97ab-6ae045d156c1
channelNameHey Resort
channelSourceNameAngela Resort Group
channelPhoneNumber (for WhatsApp channel)+85212345678
visitorName (if available)May Isais
visitorPhone (if available & for WhatsApp channel only)+85260578655

 

Example Case (Replying Visitor with Channel Info) to test it out

Below is an example case and steps when you want to reply to your visitors and customer with channel information via the chabot Dialogflow.

  • On your Dialogflow - Agent, create a new Intent.
  • On the Contexts, enter cinnox on the Add output context.
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  • On the Training phrases, enter the user expression expected for your customers to reply in the conversation.
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  • On the Responses, enter the text response variant to reply to your customers that comes with the following format:

    • "#cinnox.{parameter}"
      The {parameter} corresponds to the Dialogflow Context Key in the above table.
  • Then click on Save.

Text Response Example
Below is the information for your enquiry in our channel.

Your Name: #cinnox.visitorName
Your Phone Number: #cinnox.visitorPhone
Enquire Via: #cinnox.omniType
CINNOX Channel Type: #cinnox.channelType
channel ID: #cinnox.channelId
channel Name: #cinnox.channelName
channel Source Name: #cinnox.channelSourceName
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Sample Response

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The same goes for the channel with tag details. Create a new intent and use the following Text Response.

  • Tag Type: #cinnox.tagType
  • Tag ID : #cinnox.tagId
  • Tag Name: #cinnox.tagName