Simply, all threads served by bots are visible in our application. When a client requests a contact with a human, the bot automatically stops, our system recognises the request and routes the conversation to available agent.
How does it work?
Thanks to chatbot integration, all private messages from Facebook gathered in SentiOne React are displayed in the “New” tab but they are not assigned to users (even if routing is turned on and all other threads are assigned automatically to the teams and users by the system).
When you open thread’s details, you can see additional information above the discussion saying the thread is currently served by bot (message: “Bot is an owner of this thread”). Answers sent by the bot are also marked with a label “Bot”.
When thread is served by bot, agent can still join the discussion and send his own answer. However, sending the answer by agent or assigning thread in SentiOne React to the team or user, doesn’t turn off the chatbot (it’s not possible to turn off the chatbot in SentiOne application). In this case, agent should remember that if he decides to reply in the thread, the chatbot can still take part in the discussion.
If the thread served by the bot is assigned to the team or user in SentiOne React, it is moved to the “In service” tab (thread assigned to the team is assigned to the user by the system automatically according to the routing rules).
A thread served by the bot, assigned manually to an agent and then closed, is displayed in the “New” tab once again (when there is a new message from the client in the thread). You should know that a thread served by an agent and closed without turning on the bot, won’t go back to the bot automatically when there will be a new message (from the client) in the thread.
When a client decides to start a conversation with an agent and he turns off the chatbot in the Messenger app, the thread is automatically transferred to agent in SentiOne React (system assigns the thread to the proper team and then to the user according to the routing rules). Such thread will be marked with a label “Bot is not an owner of this thread”, there will be also an option “Switch to bot” available. After replying, agent can close the thread, but he should turn on the bot first (button “Switch to bot”). Otherwise, the new message sent by the same user will be directed to the agent automatically (it won’t be served by the chatbot).
Chatbot integration - rules
- interference in external chatbot is required as well as its proper integration with SentiOne React (custom feature)
- fanpage re-authorisation is required
Requirements in SentiOne application
- it’s necessary to re-authorise fanpage and enable additional permission in fanpage settings called "pages_messaging"
Requirements for external chatbot provider
- external chatbot has to give permission for configuring Handover Protocol; chatbot should give SentiOne application the control of the thread while passing conversation to an agent (target_app_id: 256859710996832)
- it would be optimal if chatbot could handle webhook event "pass_thread_control", because transferring a thread back to the bot is signalised with this event in Facebook webhooks (in this case chatbot can say hello to the user once again and let him know that the conversation went back to the bot)
Requirements for fanpage
- SentiOne application should be set up as a Secondary Receiver in fanpage settings in Messenger Platform section
- SentiOne has to receive app_id of application which is set up as a Primary Receiver in fanpage settings and responsible for the bot (otherwise chatbot integration can’t work properly)