Implementation

In order to implement Freshchat Live Agent on Haptik, you will have to go through these processes

Stage 1: Create a New Bot

We will start by creating a new bot on the platform. Once you have logged in to Haptik platform, you will land on the Getting started page. Click on "Create New IVA" button as shown -

Stage 2. Create SkillSet and Skills

A Skill Set is a collection of skills that enable your IVA to handle queries that need a complex conversational journey. These skills help the user to resolve their queries. A Skill Set aligns with the overall goals of the IVA.

Click here to know more about SkillSet and Skills.

Stage 3. Create Steps

Steps are the interlinked building blocks of a bot. Each step acts like a gatekeeper that detects user inputs, sends out appropriate responses, and directs users to the next step.

Steps are composed of several important sub-components, which house important pieces of information - User Messages, Bot Responses, Entities, and APIs.

To know more about Steps, click here.

Stage 4. Add User Messages

User messages are the inputs from the user that the agent needs to interpret the user’s goal. It is important to add and train the bot with a variety of different sample user messages for each step to identify the correct intents and extract entities from the user utterance.

Whenever a user sends a message, we try to understand what the user is trying to say using various Machine Learning algorithms and find the corresponding step. One of the key modules which is used for step identification is the Intent Detection module.

To know more about adding user messages, click here.

Stage 5. Add Bot Responses

Bot Responses is where a Step stores the replies that are sent in response to the user's message.

To know more about Bot Responses, click here

Stage 6. Integration via Static step

Here, as you can see Chat with an Agent is a Static step, and we would add User messages and Bot responses, as discussed in the above sections. 

Apart from that, you would have to add an Integration function as well.

To know more about Static Step Integration, click here.

Once you have followed the above processes, the next stage would be to configure Freshchat and Haptik Integration.