Chat2Desk

Chat2Desk is an omnichannel platform used to communicate with clients via chatbots in Instagram, Viber, Telegram, Facebook Messenger, Yandex.Dialogs, and free online chat.

Do the following to use Chat2Desk as an inbound channel:

1. Set up the Chat2Desk service.
2. Copy the API token.
3. Create a channel in Tovie Platform.
4. Test your bot.

Set up the service

Sign up and authenticate in the Chat2Desk service. The user that signs up on the site becomes the account administrator of their organization.

caution

The service operates in demo mode after sign up. Contact the administration of the service to switch to the full mode.

Then click Settings and accounts → Accounts and channels in the control panel and create a channel.

API

You can use API to connect to Chat2Desk features from external systems. Click Settings → API in the control panel.

API configuration details are displayed in this section: API token, number of API calls available and actually made during the current month.

Copy the API token: you will need it to connect your bot to the channel. Click Show next to the API token and specify your account password.

Creating a channel in Tovie Platform

Go to Tovie Platform and click Channels → Inbound → Connect channel in the dashboard. Select Chat2Desk under Other.

Fill out the following fields:

• Name — specify a name for the channel or keep the default one.
• API Endpoint — custom API host. If you use the https://api.chat2desk.com host, keep the default value.
• Access token — specify the API token you copied earlier from the API section in Chat2Desk.
• Channel name — select an available channel from the list.
• Agent bot — select an agent group first, and then use the list to select the agent the bot will be assigned to.

tip

If the agent list has been updated in a group in Chat2Desk, you will need to re-connect your channel for proper operation.

• Branch — specify the project branch you want to deploy into the channel (master by default). You can also select a Git tag or enter a specific commit hash.
• Agent — select customer engagement platform or leave this field empty.
• Deployment — select Automatic (whenever any change made to the project is saved) or Manual (using the Deploy button in the channel description line).

caution

You have to deploy a script before starting the bot. At this stage, the system builds the bot, checks the script syntax, and performs tests.

Click Create. Wait for a pop-up window with the deploy result to appear.

Testing

Open the bot dialog window in the connected channel and send a welcome/activating phrase to it according to your script. Then a dialog with your bot should start. The conversation will be displayed in Chat2Desk under Chats.