continuing-cyan•16mo ago
live agent integration in my voiceflow when someone clicks live agent button
how to integrate live agents whenever a user clicks 'live agent button ' created by me
2 Replies
To integrate live agents into your Voiceflow project when a user clicks the 'live agent' button, follow these steps:
1. Set Up the Web Chat Widget:
- Use the Voiceflow Web Chat API to create a custom chat experience. You can find the ReactJS component library on npm and view the components in Storybook.
2. Configure the Handoff to Live Agent:
- Ensure your project includes an intermediary server to maintain the WebSocket connection with the Web Chat widget. This server will handle authenticated requests to the live agent platform.
3. Integrate with Live Agent Platform:
- Use the documented API and SDK of your chosen live agent platform (e.g., Intercom). This will allow you to add new conversations and user-sent messages.
- Implement the handoff experience between the Voiceflow agent and the live agent.
4. Customize the User Experience:
- Modify the Web Chat widget to include a 'live agent' button. When clicked, this button should trigger the handoff process to the live agent platform.
5. Testing and Deployment:
- Test the integration thoroughly to ensure the handoff works seamlessly.
- Deploy your updated Voiceflow project with the live agent integration.
For more detailed guidance, you can refer to the Voiceflow Developer Documentation and the Live Chat Handoff Guide.
Use Voiceglow.