Tovie Agent as a customer engagement platform

Tovie Agent is a customer engagement platform by Tovie AI. It has the following:

• Tovie Agent has a simple web interface for agents.
• You can aggregate agents into groups and view statistics on customer requests.
• You do not need a new account to sign up — use your current Tovie DialogStudio account to sign in.

Learn more about Tovie Agent and its advantages in the documentation.

To use Tovie Agent as a customer engagement platform:

1. Configure Tovie Agent.
2. Connect the customer engagement platform.
3. Add the “Transfer to agent” block.

Configure Tovie Agent

Tovie Agent is a part of the Tovie Cloud environment, as well as Tovie DialogStudio. You do not need to sign up to Tovie Agent to start using it — you can sign in with your current Tovie DialogStudio account.

After signing in, you can invite agents and add them to groups. Then configure Tovie Agent preferences, for example: specify the limits on active chats for one agent and the response time. You can also make chats assigned to agents automatically.

Connect the customer engagement platform

1. Sign in to Tovie DialogStudio and go to a project.
2. Go to the Channels page and click Tovie Agent in the Transfer to the agent section.
3. Specify the settings:

   • Enter the channel name or use the default one.

   • Select the default agent group. The chat will be transferred to this group’s queue if you do not specified any group in the Transfer to agent block.

   • The access token is inserted automatically. The Tovie Agent account will be connected that you can access via the  menu in the top pane. If you want to connect a different account, copy its token from Tovie Agent settings and paste it into the field yourself.

     

Add the “Transfer to agent” block

To enable your bot to transfer the dialog to an agent at a certain moment, add the Transfer to agent block in the required script section.

Connect the Transfer to agent block to other screens using buttons or intents.