Streamline your customer support operations with the Botdesk integration for your Botpress chatbot. This powerful
integration allows you to oversee all bot communications, seamlessly transition conversations from bot to human agents,
and efficiently manage support tickets through human-in-the-loop (HITL) functionality. Botdesk provides comprehensive
Live Agent Takeover capabilities, enabling human agents to manually intervene and take control of any ongoing
conversation when needed.
## Key Features
- **Comprehensive Conversation Oversight**: Monitor all chatbot interactions in one centralized dashboard
- **Seamless Human Handoff**: Intercept automated conversations when human expertise is needed
- **Efficient Ticket Management**: Track and manage all support tickets created through human-in-the-loop interactions
- **Unified Support Experience**: Blend automated and human support channels for optimal customer experience
- **Live Agent Takeover**: Enable human agents to manually take control of any conversation at any time
# Installation and Configuration
To integrate Botdesk with your Botpress chatbot, follow these simple steps:
1. **Access Botdesk Settings**: Open your Botdesk application and navigate to the Settings section.
2. **Locate API Controls**: Navigate to the API section within Settings.
3. **Generate API Token**: Create a new API token with a meaningful name (we recommend using your bot's name for easy identification). _Note: The API key will only be displayed once, so be sure to copy it immediately._
4. **Configure Integration**: In your Botpress integration form, paste the API key into the designated field.
5. **Set Base URL**: Enter ```https://botdesk.app/api/v1``` as the Base URL to establish the connection.
6. **Set Botpress Personal Access Token**: Go to https://app.botpress.cloud/, click on profile and then Personal Access Tokens. Generate token and set it in Integration Configuration.
# Setup live messages
Add custom hooks in your Botpress bot to ensure live messages are properly handled in Botdesk:
**After Incoming Message Hook**:
```javascript
const { success } = await actions['codemazes/botdesk'].handleIncomingMessage(event);
if (!success) {
throw new Error('Failed to handle incoming message in Botdesk.');
}
```
**Before Outgoing Message Hook**:
```javascript
const { success } = await actions['codemazes/botdesk'].handleOutgoingMessage({
outgoingEvent,
incomingEvent: event
});
if (!success) {
throw new Error('Failed to handle outgoing message in Botdesk.');
}
```
**After Conversation Ends Hook**:
```javascript
await actions['codemazes/botdesk'].handleAfterConversationEnd(event);
```
# Configure Live Agent Takeover
To set up live agent takeover functionality, follow these steps:
1. **Create Human Requested Trigger**
- Navigate to your bot's main flow
- Right click anywhere in your flow are
- Select "Human Requested" from the Botdesk events list
2. **Configure Trigger Settings**
- Click on the newly created trigger
- Open "Conversation Options"
- Set "Conversation ID" to ``````
- Set "User ID" to ``````
3. **Configure Trigger to Start HITL**
- In the main flow, create a Standard Node and connect it with the previously created trigger
- Add a Start HITL card and configure it according to the HITL plugin specifications
