Get started with Tovie Agent

Step 1. Log in

Tovie Agent is a part of Tovie Cloud. It is a cloud environment for creating, deploying, and supporting conversational AI solutions. Therefore, if you are already using any Tovie Cloud product, like Tovie DialogStudio or Tovie Platform, you can sign in to Tovie Agent with your current account.

Step 2. Add agents and configure Tovie Agent

Manage groups and agents

Invite agents and add them to groups. Group agents by their occupation and skills, for example, tier 1 help desk support, account managers, Spanish-speaking agents.

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When developing a script, you can configure transferring chats to the desired groups. For example, during the communication with a bot, you can classify a customer request and transfer it to a group of agents who can help.

Configure Tovie Agent

Configure Tovie Agent preferences: specify the limits on active chats for one agent and the response time. You can also make chats assigned to agents automatically.

Step 3. Create your bot script

Create your bot script using Tovie DialogStudio or Tovie Platform, the Tovie Cloud environment products. You can use the bot to automate your customers’ problem solving and transfer chats to agents only in complex cases.

While developing the bot, take advantage of Tovie DialogStudio and Tovie Platform features, such as an FAQ bot or the knowledge base and NLU tools. Learn more about these platform features in the documentation.

Step 4. Configure transferring chats to agents

In your bot script, add special blocks that allow chats to be transferred to agents: in Tovie DialogStudio and Tovie Platform. Chats will be transferred to a default agent group. You can set specific groups in some points of your script, so that a customer is forwarded to the most relevant agents according to the customer request.

Step 5. Set up prompters

Set up prompter bots in Tovie Platform, and agents will answer customer questions faster. Agents will refer to prompters as handbooks when it is convenient for them or receive prompts directly in the chat window while communicating with the customer.

What’s next?

Once you develop the script, publish your bot to channels. Tovie DialogStudio and Tovie Platform support integration with more than 20 text channels. You can also connect the bot to a website or your application. Learn more about channels and integrations in the Tovie DialogStudio and Tovie Platform documentation.

As soon as you recieve customer requests, analyze them with Tovie Agent statistics and Tovie DialogStudio and Tovie Platform tools.