other-emerald•2y ago
Mitsubishi Install Me - Integration
Hi community, we have a mobile application and admin site, we want engineers to follow steps from the chatbot and when select an option to start chat with operator, we want to provide admin user from the web app to take control of the chat and continue conversation with the engineer. I need a way to it with Voiceflow
1 Reply
To integrate a live chat feature with your mobile application using Voiceflow, you can leverage the Voiceflow Web Chat and any API-enabled live agent platform. This will create a seamless handoff experience between your Voiceflow agent and a support agent.
Firstly, you'll need to set up your project in Voiceflow. You can upload any set of PDFs, Webpages, or Text files to power your assistant instantly. Each modality will have access to different steps, design/publish-aspects, and features according to the native functionality of the modality you are designing for. For example, voice channels will have Speak steps while chat channels have Text steps.
Voiceflow supports several native integrations with major assistant platforms, but it can also be configured to work with any custom assistant. If you have some technical skills and/or developer resources, you can leverage the Voiceflow Dialog Manager API to add any amount of custom functionality to Voiceflow that isn't supported natively.
For the live chat handoff, you can use our open-source chat widget and custom action step. Make sure your live agent platform has a documented API (or an SDK) that can be used to create a new conversation with an agent and add a new user-sent message to an existing conversation.
You can also use the Voiceflow's demo-react-chat repository for a simple ReactJS web app that contains our custom Voiceflow Web Chat with live agent integration. Clone the demo-react-chat repository to your local machine and follow the set-up steps in the main directory's README.
Sources:
- Create a Project
- Live Chat Handoff