Workativ Assistant allows you to hand over the conversation (between user and chatbot) to a live agent in Microsoft Teams from any of your chat channels like Slack, Chat Widget, or even Microsoft Teams itself.
To configure live agent handover in Microsoft Teams, follow the steps below:
- Select the Chatbot tab, select the desired chatbot and then select Agent Handover. The Agent Handover configuration page will appear with fields to be filled.
- Go to http://www.portal.azure.com and login with an Admin account and Click on Create a Resource
- Search and select Azure Bot.
- Click on Create to create a resource.
- Azure Bot creation page will be opened.
- Fill in the details to create the Azure Bot.
- Enter the Bot name in the Bot handle field.
- Choose the Subscription.
- Choose an existing Resource Group or create a new one by clicking on Create New.
- Keep the Pricing Tier as Standard.
- Click on Review + Create
- Review the details and click on Create.
- Wait for the Azure bot (resource) to get created.
- Click on Go to resource.
- Created bot resource will be opened.
- Select Bot Profile from the navigation Menu.
- Select the Icon (logo) and Display name of your choice for the bot and click on Apply.
- Go to Channels from the Navigation Menu and Select Microsoft Teams.
- Agree the Terms of Service by clicking on the checkbox and click on Agree
- Click on Save. It will let you add the chatbot in your MS Teams channel.
- Go to Configuration from the Navigation Menu
- Add the Message endpoint by copying from the Agent Handover page in Workativ Assistant and click on Apply.
- Click on Manage in the Microsoft App ID field.
- Go to Certificates & Secrets from the Navigation Menu and Click on New client secret
- Provide Description and choose the Expires time and click on Add.
- Client secret will be created. Copy the Value of the client secret.
- Add the Client secret in the Client Secret field in the Agent Handover page of Workativ Assistant.
- Go to Overview from the Navigation Menu.
- Copy the Application (client) ID using the Copy to clipboard icon.
- Paste the information under Client ID field in Agent Handover page.
- Copy the Directory (tenant) ID using the Copy to clipboard icon.
- Paste the Directory (tenant) ID in the Tenant ID field in the Agent Handover page.
- Click Add a Redirect URL from the overview menu.
- Click the Add a Platform button in the Platform Configurations section.
- Click on Web from the Configure Platform section.
- Copy the Redirection URL from the Agent Handover page in the Workativ Assistant and click on Save.
- Paste the copied Redirection URL in the Redirect URLs field in the Azure platform and click on the Configure button. The URL will get updated on the portal once configured.
- Select API Permissions from the left navigation menu and click Add a Permission
- Select Microsoft Graph
- Select Application Permissions
- Search and select the following permissions:
- Application.ReadWrite.All
- User.Read.All
- User.ReadWrite.All
- ChannelMessage.Read.All
- Chat.Read.All
- Chat.ReadWrite.All
- Group.ReadWrite.All
Click on the Add permissions
- All the added permissions will be displayed as below.
- Select Branding from the left navigation menu to add your own branding to the Chatbot such as Logo, Privacy and Terms URL’s etc.
- Fill in the branding details and click Save.
- Click on Authorize on the Agent Handover page.
- Connect the account and Accept the permissions in the confirmation pop-up.
- Fill in the Agent bot details and then click Download. A .zip file will be downloaded on your download folder.
- This will prompt a download pop-up. You’ll see that a zip has been downloaded.
- Go to MS Teams and Select/Create a Team to deploy the chatbot. All the members inside the Team will have the access to use the chatbot. Click on the + to add the chatbot.
- Click on the Manage Apps
- Click on Upload a customized App
- Select the downloaded.zip file to upload in Teams as a customized app.
- Click on Add to add the chatbot to the Teams. Chatbot will be added as an app and will be displayed under the Apps list.
- As soon as the installation completes, you’ll see an onboarding message stating that the Agent handover bot is ready with the available agent commands.
- Go to Workativ Assistant and check if the Agent Handover bot is configured and Microsoft Teams deployed workspace details are updated. You can Deactivate or Activate the Agent bot.
Below are the agent commands:
- #menu – View all available commands
- #login – Login as an agent to communicate with end-users
- #logout – Agent logout
- #agents – View all logged in agents
- #list – View all connected and queued end-users
- #queue – View queued end-users
- #connect – Connect long awaiting end-user from the queue
- #disconnect – Disconnect current end-user conversation
- #remove – Remove an end-user from the queue
- Type #login to log in as an agent to start using the agent bot.
