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
  • Sanuker Stella

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

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

🚧

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 located on the top-right corner of the page.

Basic Information

  • Chatbot Name - the name of your chatbot that will appear in the chatbot list and to your visitor
  • Avatar - upload for 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

24362436

 

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

24462446

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.
12231223

Microsoft QnA Maker

  1. Paste the Postman API details on the Postman API field on the CINNOX side.
23962396

Microsoft QnA Maker - Postman API

📘

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 the service account that you created.
  • Click Keys.
  • Click Add key, then click Create new key.
13461346

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.
13441344

Dialogflow - Service Key Account in JSON format

  1. Copy and paste the generated service account key in JSON format on the Service Account Key field on the CINNOX side.
23842384

Dialogflow - Service Account Key

📘

CINNOX supports Intents to respond to customer messages.

 

Sanuker Stella

  1. Log in to your Sanuker Stella account.
  2. Access Tokens - navigate to Settings > Access Token and copy the Access Token located on the Active access tokensof the page.
23102310

Sanuker Stella - Access Tokens

  1. Paste the access token key in the Access Token field on the CINNOX side.

  2. Channel ID - navigate to Channels and click Edit for the created channel you want to connect with CINNOX. The channel platform must be a Custom Channel.

  3. Navigate to the Platform tab and key in the information below to the Customer Info and Save.

{
  "sendResponseApi": "https://hkpd-ed-aws.cx.cinnox.com/qna-chat-bot/v1/chatbots/sanuker/webhooks/incoming-message"
}
12591259

Sanuker Stella - Custom Info

 

  1. Navigate to Channels again and copy the Channel ID of the channel you will connect to CINNOX by clicking ... and then Copy Channel ID.
23942394

Sanuker Stella - Channel ID

  1. Paste the channel ID value in the Channel ID field on the CINNOX side.

  2. Organisation ID - navigate to Settings > General and copy the Organisation ID value located on the Basic Info section of the page.

  3. Paste the Organisation ID value in the Organisation ID field on the CINNOX side.

19701970

Sanuker Stella - Organisation ID

24022402

Sanuker Stella - Access Token, Channel ID and Organisation ID

📘

CINNOX supports Plain Text, Quick Reply, and Carousel message types 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 should visitor, and chatbot conversation continued.
  • Click Create when done on setting up your chatbot.

📘

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

24362436

Transfer Enquiry - Chatbot to Live Agent

📘

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

 

Set up chat transfer trigger in your Chatbot Portal

After you have enabled 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.

12031203

Transfer to Live Agent in 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.

778778

Transfer to Live Agent in Dialogflow

 

Stella Bot
Create a Node and add the keyword DIRECT_TRANSFER as post-action to trigger the Chatbot Live Agent transfer flow.

911911

Transfer to Live Agent in Stella

 

Set up the auto-close enquiry in your Chatbot Portal

To have an auto-close enquiry mechanism in place between your visitor and the chatbot, you will need to set the auto-close enquiry in your chatbot portal.

Microsoft QnA Maker

Set this keyword CLOSE_ENQUIRY as the answer to trigger the auto-close flow. You can add multiple possible questions to initiate the auto-close.

759759

Close Enquiry in QnA Maker

 

Google Dialogflow

Create a Text Response and add the keyword CLOSE_ENQUIRY as the response to trigger the auto-close enquiry flow.

15101510

Close Enquiry in QnA Maker

 

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 select a destination.
  • Go to the Chatbot tab, and select the Chatbot you added.
16641664

Selecting Chatbot as Destination

📘

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


Did this page help you?