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How do I map a Knowledge Bot to a Team chatroom? 

Mapping Knowledge Bots to Org Team or Issue rooms allows your team of agents to access Bots right in Relay. This allows the Bots to help your support agents while they assist customers. Agents can chat with the Bots while they’re on the phone with a customer.

NOTE: You will not be able to access a team room that a Knowledge Bot lives in unless your user is associated with that Org Team.

  1. Go to System →Bots. Find your Knowledge Bot and click on pencil icon` (Pencil) to edit it.
  2. Map the Knowledge Bot to a Team room:
    1. On the left navigation bar of the Bot’s modal, go to  Mapping Button (Mapping).
    2. Select add buttonto add a new mapping.
    3. Fill out the following fields in the Add Mapping modal:
      1. Comm Scope: Team (Public).
      2. Team Filters: the team(s) you wish to be able to use the Bot.
      3. Priority: usually 1 or 2 (priority refers to the order the Bots are queued in when multiple Bots are mapped to one chatroom).
      4. Channels: Boomtown Chat.
      5. Click Save & Exit in the lower-right corner of the window to save your work. You have now completed the Knowledge Bot Team room mapping.
        Relay Bot Mapping 1
  3. Hard reset the Knowledge Bot for the mapping to go live:
    1. Go to Bot profile button (Bot Profile) on the left navigation bar of the Bot modal and scroll down to the Service Control section.
    2. Hit STOP and START.

 

How do I map a Concierge Bot to an Issue room for Connect/webConnect?

Mapping a Concierge Bot to an Issue room allows it to greet a customer right when they log into Connect/weConnect for help. The Concierge Bot can then route the user to the correct team, agent, or Knowledge Bot (for automated responses), or answer basic FAQs.

  1. Go to System →Bots. Find your Concierge Bot and click on pencil icon` (Pencil) to edit it.
  2. Map the Concierge Bot to an Issue Room so it can be accessible via Connect/webConnect:
    1. On the left navigation bar of the Bot’s modal, go to  Mapping Button (Mapping).
    2. Select add buttonto add a new mapping.
    3. Fill out the following fields in the Add Mapping modal:
        1. Comm Scope: Issue (Public).
        2. Team Filters: the Team(s) that will use the Bot in their Connect/webConnect environments.
        3. Priority: 1 (in order for the Bot to be queued first in the Connect/webConnect chat).
        4. Channels: Boomtown Chat.
        5. Click Save & Exit in the lower-right corner of the window to save your work. You have now completed the Concierge Bot Issue room mapping.
          Relay Bot Mapping 2

       

  3. Hard reset the Knowledge Bot for the mapping to go live:
    1. Go to Bot profile button (Bot Profile) on the left navigation bar of the Bot modal and scroll down to the Service Control section.
    2. Hit STOP and START.

 

How do I map a Knowledge Bot to an Issue room for a Concierge to Knowledge Bot hand-off in Connect/webConnect?

Mapping Knowledge Bots to Issue Rooms allows your Concierge Bot to hand off to a Knowledge Bot for advanced troubleshooting on a particular device or topic in Connect/webConnect. For complete instructions on how to hand off from a Concierge to Knowledge Bot, click here.

NOTE: your Knowledge Bot must be associated with a specific device or software.

  1. Go to System →Bots. Find your Knowledge Bot and click on pencil icon` (Pencil) to edit it.
  2. Map the Knowledge Bot to an Issue Room so it can be accessible via Connect/webConnect:
    1. On the left navigation bar of the Bot’s modal, go to  Mapping Button (Mapping).
    2. Select add buttonto add a new mapping.
    3. Fill out the following fields in the Add Mapping modal:
      1. Comm Scope: Issue (Public).
      2. Priority: 50 so the Knowledge Bot doesn’t get queued ahead of the Concierge Bot.
      3. Channels: Boomtown Chat so the Bot can be used in the webConnect Chat environment.
      4. Filter(s): Device Mapped to Bot.
      5. Click Save & Exit in the lower-right corner of the window to save your work. You have now completed the Bot Mapping.
        Relay Concierge to Knowledge Hand-off 1
  3. Hard reset the Knowledge Bot for the mapping to go live:
    1. Go to Bot profile button (Bot Profile) on the left navigation bar of the Bot modal and scroll down to the Service Control section.
    2. Hit STOP and START.

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