Adding Chatbot

CINNOX integrates your Chatbot as your Destination, supporting 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.

CINNOX supports the integration of the following Chatbot Sources:

• Microsoft QnA Maker
• Google Dialogflow
• Other - General Chatbot

Regarding which Chatbot among them 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 to provide information about each Chatbot and its services.

• What is QnA Maker and when to use it?
• What is Google Dialogflow and its key features?

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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.

 

Connecting Chatbot to CINNOX

To add your Chatbot:

• Go to Administration > Channels > Destinations from the navigation menu and click the Chatbot tab.
• On the Chatbot interface, click the Add Chatbot button on the page's top-right corner.

Chatbot Source

• Select General Chatbot, Microsoft QnA Maker or Google Dialogflow as your chatbot source and fill in the required fields.

 

Microsoft QnA Maker

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

5. Paste the Postman API details on the Postman API field on the CINNOX side.

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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. Navigate to the Menu and select the IAM & Admin > Service Accounts.
2. Click + CREATE SERVICE ACCOUNT, and the Service account details page will appear. Enter the information needed. Click Done

• In the Cloud Console > Service Accounts, click the email address for the newly created service account.
• Click the KEYS tab.
• Click Add KEY, then click Create new key.

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

• A dialogue window will appear with "Private key saved to your computer." Click Close.

For more details, please check the Dialogflow Documentation.

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

3. Open the JSON file with a text editor.

4. Copy all and paste them in the Service Account Key field on the CINNOX side.

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CINNOX supports Intents to respond to customer messages.

 

General Chatbot

If your Chatbot source is not QnA Maker or Google Dialogflow, use the General Chat Integration.

• For details on the General Chatbot Configuration, please refer to the section General Chatbot Configuration.

 

Chatbot Settings

• Basic Information - 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.

Please ensure all information is correct as displayed in your chatbot account.

 

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 or tag.
• Click Select Staff or Tag > to select between Tag and Staff in the dropdown list to whom the visitor and chatbot conversation should continue.

• You can toggle ON or OFF the switch of the Blind Transferto determine how the transferred enquiry will be handled if no staff or tag picks up the transferred enquiry.
• Toggle ON for an unattended transferred enquiry to become a Missed Enquiry.
• Or, toggle OFF for an unattended transferred enquiry to loop back to the Chatbot.

• Click Create when done with setting up your Chatbot.

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

 

Google Dialogflow

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

 

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.

 

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

 

Using Chatbot to Channel

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

• Go to Administration > Channels > Tag Directory or any Social Channels, 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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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 the Chatbot Dialogflow has attended an enquiry, the following channel information will be passed by CINNOX to Dialogflow in JSON format.

 

Directory, Staff, Web Link and Campaign Channels

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

• Channel Type
• Channel ID
• Channel Name

 

Social & Other Channels

The following social and other channel information is 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

 

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 customers 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.

• On the Training phrases, enter the user expression expected for your customers to reply in the conversation.

• 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.

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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

 

Edit Chatbot Details

To view and edit an added Chatbot:

• Go to Administration > Channels > Destinations from the navigation menu.
• Click the "..." on the right side of an added chatbot.
• Select Chatbot Details. The Chatbot Details page will display.

• Click Edit for the respective area to edit the details.
• Click Save.

 

Remove Chatbot

To remove an added chatbot:

• Go to Administration > Channels > Destinations from the navigation menu
• Click the "..." on the right side of an added chatbot.

• Select Delete Chatbot. A pop-up confirmation page will appear to remove the Chatbot.
• Click OK.

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You cannot delete a chatbot if it is used as a Destination for any channel.