Clarabridge Integration

Clarabridge is a contact center, which acts like a proxy between DRUID and Sunshine routing the conversations between the two parties.

Agents can follow the tickets that the client has logged in and easily navigate through the conversation the client had with the chatbot.

This section provides information on how to integrate DRUID chatbots with Clarabridge. It does not cover Live Chat specific configuration within the conversational flow design.

Prerequisites

  • You built and published a DRUID chat bot.
  • You have a Qualtrics Connect account (Clarabridge developer account).
  • You have registered an application in Clarabridge for the chatbot integration. For information on how to register your application in ClaraBridge, see Clarabridge documentation.
  • You have set up routing between Sunshine Conversations and Clarabridge.

Step 1. Configure the Connection strings to your Clarabridge application

Log into your Clarabridge account and go to your application details page.

Copy the Client ID and the Client Secret.

Log into the DRUID Portal and select your bot. In the bot details page, click the LiveChatSettings section header. The section expands and you can configure the chatbot for Clarabridge integration. From the LiveChatProvider field, select Clarabridge, then configure the connection strings to your Clarabridge application, by filling in the fields provided in the table below:

Field

Description

ApplicationClientID

Enter Client ID of your Clarabridge application.

ApplicationClientSecret

Enter Client Secret of your Clarabridge application.

Copy the TriggerWebhook, you will need at the next step.

Step 2. Configure automation recipes in Clarabridge

In Clarabridge, click Automation Recipes on the main menu.

In the On Case Update section, add an automation recipe for cases resolution (when cases are closed). To do so, in the On Case Update section, click the Add Automation Recipe button. The webhook configuration page appears.

Provide a name and tick on Enabled. Select the Trigger “Case” when “Status was changed to” “Resolved”.

In the actions area, select action Trigger Webhook and enter (paste) the TriggerWebhook you copied from DRUID Portal (from your bot details, LiveChatSettings section).

Click the Save button at the bottom of the page.

Step 3. Configure Sunshine integration in Clarabridge for your bot

In the DRUID ChatBot Portal, go to the bot settings, click the Channels tab and click on Sunshine Platform (by Zendesk). The section expands. Copy the Webhook Inbound URL.

In Clarabridge, on the main menu click Integrations. At the top-right corner of the Integrations page, click Zendesk Sunshine Conversations button (). A pop-up appears.

In the Bot Endpoint field, enter the Webhook Inbound URL you copied from DRUID.

Click Save. The webhook is created and appears in the Integrations list. A new Clarabridge application is automatically created in Sunshine.

Click the edit icon at the right side.

The webhook editor page appears.

Copy the Webhook Secret, Api Key and Api Secret, you will need them in DRUID. Clarabridge automatically generated these values when you added the webhook.

Continue with the next step.

Step 4. Activate the Sunshine channel in DRUID

Prerequisite:

  • Log into Sunshine and get / copy the App ID of the application that was created when you added the webhook in Clarabridge.

To activate the sunshine channel:

  1. In the DRUID Portal, select your bot. The bot configuration page appears by default on the Details tab.
  2. Click the Channels tab, and then click Sunshine Platform (by Zendesk). The Sunshine Platform (by Zendesk) Info section expands.
  3. Enter the App ID you copied from Sunshine and enter the Webhook Secret, the API key ID and API keys Secret you copied from the Clarabridge webhook. In the Sunshine URL field, enter https://app.smooch.io.
  4. Click the Publish button. The channel activation might take up to 1 minute.

Step 5. Save the chatbot

Step 6. Import solution template Clarabridge Live Chat and configure it.

For information on how to configure the solution template, see Clarabridge Live Chat.