Integrating a General Chatbot into CINNOX puts you in control, allowing you to bring your chatbot from any third-party platform and seamlessly integrate it into the CINNOX ecosystem. This integration is achieved by following specific guidelines related to Method, URL, URL Parameters, and HTTP Headers, giving you the confidence to manage the process effectively.

Key Components of Integration:

• Method: The HTTP method (e.g., GET, POST) is used to communicate with the CINNOX platform.
• URL: The endpoint URL where the chatbot will send requests to interact with CINNOX.
• URL Parameters: Specific parameters are included in the URL to ensure proper routing and handling of requests.
• HTTP Headers: Necessary headers that must be included in the HTTP requests for authentication and other purposes.

Benefits of Integration:

• Enhanced Customer Support: Utilize your chatbot as a virtual assistant to handle customer inquiries efficiently.
• Seamless Transition: Easily transfer complex or sensitive customer interactions from the chatbot to live agents on the CINNOX platform.
• Improved Efficiency: Automate routine tasks and provide instant responses to common queries, freeing up live agents for more critical issues.
• Consistent Experience: Maintain a consistent customer experience across different communication channels by integrating your chatbot with CINNOX.

By integrating your chatbot with CINNOX, you can leverage the strengths of both automated and human support to provide a comprehensive and responsive customer service experience.

General Chatbot Settings

To do the general chatbot settings:

• Navigate to Administration > Channels > Destinations from the navigation menu and click the Chatbot tab.
• Click Add Chatbot at the right-hand top corner of the chatbot list.
• Click the dropdown menu to select General Chatbot as the Chatbot Source.
• Fill in the fields Method, URL, URL Parameters and HTTP Headers.

The table below shows examples of URL, URL Parameters and HTTP Headers.

Request from CINNOX

After the required fields are filled in, CINNOX will send a request in the following format when the destination chatbot must handle the enquiry.

Request Example from CINNOX

{
    "query": "string",
    "queryParams":{
        payload: []byte, //need to unmarshal
    },
  "inquiryID":"string"
}

• Once the request payload is received, it must be unmarshalled. The example below shows the details after it is unmarshalled.

{
    // tag
    tagType: "string",
    tagId:   "string",
    tagName: "string",
 
    // channel
    channelType:        "string",
    channelId:          "string",
    channelName:        "string",
    channelSourceName:  "string",
    channelPhoneNumber: "string",
 
    // visitor
    visitorName:  "string",
    visitorPhone: "string",
 
    // others
    omniType: "string",
}

Response to CINNOX

The response from the third-party Chatbot must be delivered to CINNOX so that it can reply to the enquiry accordingly. Two response types are available for the general Chatbot in CINNOX: the Text Message and the Advanced Message.

📘

Note

Please send your response, containing the keys and values, to CINNOX in JSON format.

Text Message

A Text Message is a message you can customise with your text. You can use the keys and values below to customise your text message. Based on your keys and values in the response, CINNOX will reply to the enquiry with your text message accordingly.

Response Example for Text Message

{
    "message": {
        "type": number,
        "text": "string",
        "advanced":"string",
    }
}

Advanced Message

An Advanced Message is a message you can customise with different formats, actions and components such as Text, Button and Media File using the keys and values listed below. Based on the keys and values in your response, CINNOX will reply to the enquiry with your customised message accordingly.

Format of Message

The advanced message can have different formats: Bubble, Carousel, Quick Reply, List and Text. Their corresponding keys and values are listed in the table below:

Format Example

The table below shows example messages in different formats.

📘

The message content must be displayed in Text, Media File and Button order.

Message Components

Text

The advanced message can have different Text styles, such as Title, Text and Footer.

📘

Note

The title, text and footer must be 10000 characters at most.

Button

The advanced message can consist of buttons with customised functions and actions. Their corresponding keys and values are listed in the table below:

Media Files

The advanced message can consist of various media files such as an image, a video and an audio. Their corresponding keys and values are listed in the table below:

📘

Note

• Supported formats of media files:

  • Image
    • JPEG, JPG, PNG and WebP
  • Audio
    • M4A,W4A, MP3, WAV, MPEG and AAC
  • Video
    • MP4 and 3GPP

• The media file must be 20MB at most.

Examples of Advanced Message

The example keys and values in the response to CINNOX are shown below.

1. Quick Reply

{
    "advanced": [
        {
            "type": 1,
            "items": [
                {
                    "type": 9,
                    "title": "Good Result Learning Center",
                    "text": "Your Exam Expert",
                    "footer": "Join us now!"
                },
                {
                    "type": 10,
                    "fileUrl": "https://www.grlc/teaching.png"
                }
            ]
        },
        {
            "type": 3,
            "items": [
                {
                    "type": 12,
                    "text": "Website",
                    "action": {
                        "type": 2,
                        "url": "https://www.grlc.com"
                    }
                },
                {
                    "type": 12,
                    "text": "Email",
                    "action": {
                        "type": 1,
                        "text": "[email protected]"
                    }
                },
                {
                    "type": 12,
                    "text": "Address",
                    "action": {
                        "type": 1,
                        "text": "Flat 3, 2/F, ABC Building, Castle Peak Road, Tsuen Wan, N.T."
                    }
                }
            ]
        }
    ]
}

The below image is an example of advanced messages that will reply to the enquiry based on the example keys and values.

2. Button List

var advanced = [
  {
    "type": 1,  // TYPE_BUBBLE
    "items": [
      {
        "type": 10,  // TYPE_IMAGE
        "fileUrl": "https://www.grlc/teaching.png",
      },
      {
        "type": 12,  // TYPE_BUTTON
        "text": "Button1",
        "action": {
          "type": 1,  // Action.Type TYPE_POSTBACK
          "text": "123",
        },
      },
      {
        "type": 12,  // TYPE_BUTTON
        "text": "Button2",
        "action": {
          "type": 2,  // Action.Type TYPE_OPEN_URL
          "url": "https://www.grlc.com",
        },
      },
    ],
  },
];

The below image is an example of advanced messages that will reply to the enquiry based on the example keys and values.

var advanced = [
  {
    "type": 1,  // TYPE_BUBBLE
    "items": [
      {
        "type": 9,  // TYPE_TEXT
        "title": "Title",
        "text": "Body",
        "footer": "Footer",
      },
      {
        "type": 10,  // TYPE_IMAGE
        "fileUrl": "https://www.grlc/teaching.png",
      },
      {
        "type": 12,  // TYPE_BUTTON
        "text": "Button1",
        "action": {
          "type": 1,  // Action.Type TYPE_POSTBACK
          "text": "123",
        },
      },
      {
        "type": 12,  // TYPE_BUTTON
        "text": "Button2",
        "action": {
          "type": 2,  // Action.Type TYPE_OPEN_URL
          "url": "https://www.grlc.com",
        },
      },
    ],
  },
];

The below image is an example of advanced messages that will reply to the enquiry based on the example keys and values.

3. List Message

var advanced = [
 {
    "type": 4,  // TYPE_LIST
    "items": [
      {
        "type": 9,  // TYPE_TEXT
        "title": "I am title",
        "text": "I am subtitle"
      },
      {
        "type": 12,  // TYPE_BUTTON
        "title": "I am item title 1",
        "text": "I am item description 1",
        "action": {
          "type": 1,  // Action.Type TYPE_POSTBACK
          "text": "I am info key 1"
        },
        "items":[
            {
                "type": 10,  // TYPE_IMAGE
                "fileUrl":"I am imageUri 1"
               
            }
        ]
      },
      {
        "type": 12,  // TYPE_BUTTON
        "title": "I am item title 2",
        "text": "I am item description 2",
        "action": {
          "type": 1,  // Action.Type TYPE_POSTBACK
          "text": "I am info key2"
        },
        "items":[
            {
                "type": 10,  // TYPE_IMAGE
                "fileUrl":"I am imageUri 2"
            }
        ]

      }
    ]
  }
];

The below image is an example of advanced messages that will reply to the enquiry based on the example keys and values.