Skip to main content

Business channels

Tovie DialogStudio allows not only publishing bots in different channels but also transferring dialogs to agents from online chat platforms.

An online chat platform can be connected to a bot as:

  • A customer engagement platform. The dialogs will reach the platform if only they are transferred to an agent. The bot will talk to clients in the Tovie DialogStudio chat widget or a channel connected on the Tovie DialogStudio side.
  • A business channel. All dialogs go through the platform and are transferred to agents if necessary. The bot will talk to clients in a third-party chat widget or a channel connected on the business channel side, store client data there, transfer dialogs to agents, and perform other tasks.
tip
Learn more about how to integrate Tovie DialogStudio with online chats

On the business channel side, you can connect different channels — chat widgets, social networks, and messengers. Regardless of the channel clients use to talk to the bot, all client requests will be displayed and stored in a business channel.

How to connect a business channel​

If you are going to use a business channel:

  1. Create a script for your bot.
  2. Connect and configure a business channel.
  3. Add the Transfer to agent block to your script. ? > You can configure the block so that the chat history will be available to the agent after the dialog is transferred.
  4. Connect the required channels on the business channel side.

Now, Tovie DialogStudio supports the JivoChat business channel.

Business channel usage details​

When creating a bot consider the following usage details of business channels:

  • Each business channel has its own restrictions that you need to take into account when creating a script. Some Tovie DialogStudio functions can be not supported on the business channel side. These restrictions are described in the articles for each business channel.
  • If you connect your bot to a business channel, all other integrations with messengers, social networks, or CRM systems should be configured on the business channel side.
  • If you connect a bot both to a business channel and any other channel (including the Tovie DialogStudio chat widget), the dialogs from the second channel will not get to a business channel. In this case, you will have two bots that are not integrated with each other.