other-emerald•16mo ago
Sprinklr <> VoiceFlow
Hello everyone
I am trying to integrate VF into Sprinklr to have a live agent hand-off. Has anyone accomplished this already? Would love your help!
1 Reply
To integrate Voiceflow with a live agent platform for a live agent hand-off, you can follow these general steps:
1. Ensure the Live Agent Platform's API Availability:
- Verify that the live agent platform provides a documented API or SDK that allows you to create new conversations and add messages to existing conversations.
2. Voiceflow Setup:
- Create your Voiceflow agent and get the API key.
- Deploy your Voiceflow agent.
3. Intermediary Server:
- Set up an intermediary server to maintain a WebSocket connection with the Voiceflow Web Chat widget.
- This server will handle authenticated requests to the live agent platform.
4. Custom Action Step:
- Use Voiceflow's Custom Action step to trigger the hand-off to the live agent platform.
- This step will send the necessary data (e.g., user ID, conversation ID) to your intermediary server.
5. WebSocket Connection:
- Ensure your intermediary server can subscribe to changes in the conversation status (e.g., new messages, agent assignment) using WebSockets or webhooks provided by the live agent platform.
6. Example Project:
- You can refer to the example project for integrating Voiceflow with Intercom as a reference. The key components include:
- Maintaining a WebSocket connection.
- Making authenticated requests to the live agent platform.
- Configuration guidelines for Voiceflow and your intermediary server.
For more detailed guidance, you can refer to the Voiceflow Live Chat Handoff documentation. This guide provides an overview of the user experience, key components, and configuration guidelines.
If you need to integrate with Twilio Voice, you can find more information in the Voiceflow Twilio Voice documentation.