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Customer engagement platforms

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A customer engagement platform is a channel that can replace the dialog system with a human agent when required.

Communication between the chatbot and the agent workplace varies depending on the channel selected. We distinguish three main communication methods:

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The online chat is one way to implement customer support. It is a chat widget where the client and the agent can talk to one another. The agent has a separate chat window for each client.

You can use the Operator API to connect any customer engagement platform to the chatbot project created on Tovie Platform.

Conversation in an online chat widget​

You can deploy the bot directly in an online chat widget. The communication flow will be as follows:

  1. You create a bot script and deploy it in an online chat widget.
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To implement this in Tovie Platform, connect a customer engagement platform to an inbound channel with the same name.
  1. The client initiates a conversation with the bot. When the conversation starts, a new conversation is created in the agent workplace app. The customer engagement platform forwards messages from it to the platform.
  2. The bot can switch the conversation to the agent in accordance with its script.
  3. The agent replies to client messages and can also switch the conversation back to the bot.
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All messages from the client are saved both in the live chat logs and in the bot logs.

This communication method is available in JivoChat channels.

External channel conversation​

You can deploy your bot in a channel other than an online chat widget, such as Telegram. You will also have to connect the online chat for your agents to be able to handle conversations.

The communication flow will be as follows:

  1. You create a bot script and deploy it into any inbound channel. Then you connect the bot to an online chat where the conversation will be switched to the agent.
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To implement this in Tovie Platform, connect a customer engagement platform to any inbound channel.
  1. The client initiates a conversation with the bot. The customer engagement platform is not involved: all communication only happens between the bot and the client.
  2. When the bot switches the conversation to an agent, the customer engagement platform is activated. A new session is created, and the agent is notified about the conversation. Depending on the channel. the agent has access either to the recent messages of the bot and the client or to the entire conversation.
  3. If the agent is available, the conversation will resume between the agent and the client. Otherwise the bot can suggest waiting or leaving their contact details.
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All messages from the client are saved both in the live chat logs and in the bot logs.

This communication method is available in the following channels:

Prompter​

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A prompter is a bot that joins the conversation between a client and an agent and provides the agent with answers to client questions in real time.

A prompter does not interact with the client directly, but rather answers their questions by sending replies to a dedicated channel only the agent has access to.

This communication method is available in ZenDesk channels.

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Learn more about prompters