Oracle B2C Live Agent Integration

You can integrate DRUID chatbots with Oracle B2C Service Live Chat functionality, for cases when chat clients need to be transferred to helpdesk agents who use the Oracle B2C Agent functionality instead of the DRUID built-in live agent.

This section provides information on how to integrate DRUID chatbots with Oracle Live Agents tool. It does not cover Live Chat specific configuration within the conversational flow design but it provides configuration information related to troubleshooting and sending conversation transcript to Oracle Live Chat Agents.

If you’re using DRUID on premise deployment, the Oracle integration is scalable for high loads.

For technical details about the integration solution between DRUID and Oracle Live Chat, see the specific Oracle documentation.

How the integration works

1. The users chat with the DRUID ChatBot.
2. If the chatbot determines that the user wants to talk to a human, it transfers the chat session to Oracle Service Cloud Chat.
3. Oracle Service Cloud Chat routes the user request to the correct queue based on chat rules.
4. An agent who is monitoring the queue from an Oracle Agent Console accepts the live chat request and provides support to the user. The agents are not using DRUID native live agent.
5. When the live chat session ends, the chat session returns to the DRUID chatbot.

Prerequisites

• In the Oracle B2C Service administration console, create an Oracle B2C Service Account (Staff Account) with the following settings:
• Interface Access = true



• Permissions / Administration:
• Agent Browser User Interface:
• Account Authentication = true
• Public SOAP API:
• Account Authentication = true
• Session Authentication = true



• Write down the username and password of the Oracle B2C Service Account, you will need them to integrate with DRUID chatbots.
• Optionally, you might want to configure the working hours of your Live agent service.



• In the Oracle B2C Service Web Console, you need to enable chat for the interface you’re using for DRUID chatbot integration.



• From Oracle B2C Service Configuration Assistant, get the Oracle Interface Customer Portal, you will need it to configure the DRUID chatbot.



• White list the following:
• Oracle Interface Customer Portal - the URL you got from the Oracle B2C Service Configuration Assistant.
• *.rightnowtech.com - that provides a short lived endpoint for messaging transfer.

Configuring the DRUID Chatbot

In the DRUID ChatBot Portal, go to the bot settings and click the LiveChatSettings section header. The section expands and you can configure the chatbot for Oracle B2C Service integration. From the LiveChatProvider field, select Oracle B2C Service, then configure the chatbot for Oracle B2C Service, following the steps:

Step 1. Configure the Connection strings to your Oracle B2C Service interface

To configure the connection strings to your Oracle B2C Service interface, select fill in the fields provided in the table below:

Step 2. Set Timeouts

If similar configurations in Oracle B2C Live Chat application are intended to be used, then set the DRUID Live Chat timeouts to values higher than those in Oracle application.

Step 3. Set Special Flows

Step 4. Set Special Messages

You can set up specific responses triggered by special Live Chat special flows and events in which a bot might reach out. You can either set the list of responses via the Bot Designer or set the flows to provide customized responses via the Flow Designer.

The table below provides you with the list of Live Chat messages you can customize for Oracle Live Agent integration:

Step 5. Save the chatbot

Oracle Live Chat Troubleshooting

DRUID Oracle Live Chat Agent integration enables chatbots to place clients in the Oracle Live Chat waiting queue. As there might be situations when DRUID fails placing the client in an Oracle waiting queue or an error occurs during an ongoing conversation, you might want to show friendly messages to the user and easily troubleshoot and handle such cases.

This section provides information on how to handle DRUID and Oracle errors.

Friendly handling errors when connecting clients to Oracle waiting queues

When issues occur while placing a client in the Oracle queue, DRUID offers you a mechanism to handle errors directly in the connect client to helpdesk agent flow, either by displaying a friendly error message or by trying to reconnect.

On your flow that places clients in the Oracle waiting queue, you can add two child steps to the step that calls the internal action ConnectToHelpdeskAgent, as follows:

• A step for cases when the client is successfully placed in the Oracle waiting queue. Show a message to inform the clients that they've been successfully placed in the waiting queue.
• To avoid interrupting the flow in case connection errors occur between DRUID and Oracle, add a step with the following condition: @InternalActionResult==false.toString(). This internal action verifies if the client was successfully placed in the Oracle waiting queue.

For troubleshooting purposes, you might want to register the error details provided by Oracle when placing the client in the Oracle waiting queue fails. As the error message and the error code exist in the conversation context, you can save [[HelpdeskClient]].ExceptionMessage and [[HelpdeskClient]].ExceptionCode in the ChatActivityData entity. To do so, in the SetVariables section, add the following two variables:

• [[ChatActivityData]].LiveChatErrorMessage -> [[HelpdeskClient]].ExceptionMessage
• [[ChatActivityData]].LiveChatErrorCode -> [[HelpdeskClient]].ExceptionCode

You can see these errors in ChatActivity History.

Friendly handling errors while in an ongoing conversation

If an error occurs while the client is in an ongoing conversation with an Oracle Live Chat agent, the default special message ReleaseErrorMessage will be displayed (bot details, Special Flow).

If you want to know if the error was caused by a DRUID technical issue (from a DRUID Live Chat session) and handle such errors in a more friendly manner, you can create a dedicated exception flow with two steps, as follows:

• A step for displaying a friendly message if the error occurs due to a Live Chat session error. For DRUID to identify such cases, add the following step condition:

[[ChatUser]].ConversationStatus == “ContactCenterError”

• Generic error message. After you create the exception flow, go to bot details, click the Special Flows section header and from the ExceptionFlowId select the flow you specially designed for cases when technical errors occur during an ongoing notification.

Sending the conversation transcript to Oracle Live Chat Agents

Most contact centers want their helpdesk agents to get the transcript of the conversation the client had with the bot prior to being engaged in a live chat session.

In order to save the conversation transcript and make it available for Oracle Live Chat agents, on the flow that connects the client with the agent, make the following settings:

1. On the step where you call the internal action ConnectToHelpdeskAgent(Post Actions section), in the Pre Actions section, call the internal action GetConversationTranscript.
Important!   When calling the GetConversationTranscript internal action on the same step where you call ConnectToHelpdeskAgent, make sure to call it in the PreActions section. Calling it in the PostActions section will not send the conversation transcript to agents.
Hint:   You can call the GetConversationTranscript internal action on a previous step.
2. On the ConnectToHelpdeskAgent internal action add the following:
Copy

{
    ”SendConversationTranscript” : true
}



Hint:  You can send additional client information (like Custom Fields) to Oracle Live Chat Agents together with the conversation transcript. For more information, see Handling multiple queues and sending Contact Center Parameters.
3. Save the step.

The conversation transcript is rendered in HTML format in Oracle Live Chat Agent.

    {
	"BROWSER":"[[Entity]].Browser",
	“OPERATING_SYSTEM":"[[Entity]].OS",
	"USER_AGENT":"[[Entity]].UserAgent"
      }

"customFields": [
     "inventoryItemId":”[[Inventory]].ItemId”,
     “inventoryOrgId":”[[Inventory]].OrgId”,
     “prodGroupId":”[[Product]].GroupId”,
     "incidentName”:"[[Incident]].Name”,
     "incidentType":”[[Incident]].Type”
]

{
     "SendConversationTranscript":true,
     "ContactCenterParameters":
            {
                "firstName":"[[Customer]].FirstName",
                "lastName":"@lastName",
                "question":"[[Customer]].Question",
                "queueId":"[[Entity]].QueueId",
                "contactId":"@contactId",
                "organizationId":"",
                "customFields":
                    [
                        "Age":"[[Entity]].Age",
                        "Location":"[[Entity]].Location",
                        "Role":"@role",
                        "IsManager":true,
                        "EmployeeId":”[[Employee]].ID”
                    ],
                "auxiliaryData":
                    {
                        "BROWSER":"[[Entity]].Browser",
                        "OPERATING_SYSTEM":"[[Entity]].OS",
                        "USER_AGENT":"[[Entity]].UserAgent"
                    }
            }
 }

Related Topics

• Internal Actions
• Post Actions
• Pre Actions