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ChatAutomation

Automate & Route between Sunshine Conversations and Clarabridge

  • Updated

Setting up your new bot to communicate between Ultimate, Sunshine Conversations and Clarabridge need not be intimidating. We have this handy tutorial on everything you need to:

Set-up

Step 1: Complete authorization parameters

  1. Login to https://dashboard.ultimate.ai/

  2. Find the bot you would like to integrate

  3. Go to Settings > Chat Platforms > Add Integration

  4. Select Sunshine from the drop-down

  5. Open the Integration Parameters drawer and enter the following parameters (available from Sunshine Conversations app settings):

    1. API ID: is the ID of the new API key found on the Sunshine dashboard

    2. API Region: any (set by default)

    3. API Secret: is the secret of the new API key found on the Sunshine dashboard

    4. APP ID: is the ID used to identify the app and found on the Sunshine dashboard

sunco_setup.png

 

Step 2: Complete escalation parameters

  1. Select Clarabridge as escalation type

  2. Enter the Clarabridge Client ID and Clarabridge Client Secret

  3. Click Save

  4. Close the integration parameters drawer

Step 3: Authenticate the bot

  1. Click Authorize Sunshine Clarabridge

  2. A blank window will open and close and then the button should change to Unauthorize Sunshine Clarabridge

  3. Now the automation engine can be activated

Step 4: Configure escalation

  1. By default all escalated messages will go to the Inbox

  2. To escalate to specific departments select Forward to an agent and enter the applicable tag

Tags are used to group conversations and topics together on Clarabridge and can be used to configure escalation to specific departments.

Clarabridge Settings

You need to register a new application in Clarabridge to get the Client Secret and Client ID. This can be configured here.

This application should be connected to the user account that will authorize the bot. 

clarabridge.png

Add our webhook to the relevant stream(s) integration in Clarabridge. Log in as an admin and go to the Stream settings where you would like the bot to integrate with and add this webhook: https://sunshine-automation.ultimate.ai/api/v1/get-message.

This will generate a Webhook Secret which connects the integration in the background. Then turn on or restart (if adding new streams) the automation engine (in the Ultimate dashboard) and that will provide access to the new streams. Clarabridge has further guidance on this here.

Routing

Clarabridge uses topics to route chats to different groups of agents, often based on language or skillset.
Working with your Customer Success Manager, you can personalize the escalation flow and at the time of escalation select Forward to an Agent, and enter the applicable Clarabridge topic name, which will route the conversation to the relevant topics.
In order to optimize routing configuration within the Ultimate Dashboard, we recommend that you create one Intent for each escalation topic that you would like to route chats to.

Some common examples of escalation topics could be Customer Care Escalation or Sales Escalation.

The Intents should clearly describe the group to which the bot will escalate to depending on your requirements.

These escalation dialogues can now be linked across your customer flow using the link dialogue function. 

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