You Run or Share a selected Application using the buttons that appear at the top right corner of its detailed settings page in the Admin Console:



 

Run Application Examples

For some Applications (e.g., Mobile Web, Web Self Service and Agent), clicking Run opens the selected Application in a new browser tab and displays a list of the Interactions published to the application.

The following shows a list of Interaction Flows using the Mobile Web application:

For Applications associated with the Agent Assistant and Customer Assistant channels, clicking Run displays a popup asking you to select the IA Domain you want to query in your NLP Engine:



After selecting the IA Domain click Run from the popup to invoke the chatbot.

When the Agent History Only application is run, the Interaction History search box is opened in a new browser tab:

You can search for the specific instance of a Flow by entering a Caller Attribute in the search field. The Caller Attributes that are currently supported are listed and described in the following table. For more information about Caller Attributes, refer to Configuring Call Now Settings and Defining Call Return Settings.

Caller Attribute Description/Notes
Click to Call Caller ID Used when the DNIS Service Application is used to handle calls from Interaction users. The value of the attribute is usually the phone number from which the user dialed. If this number is not available, the number dialed by the Interaction user is used instead.
Call Return Number Entered Used when the Interaction user requests a callback from an agent. The value is the customer's phone number (entered by the customer when the callback request is initiated).
DTMF Used when Direct Dial with DTMF is selected as the Call Now handling method. The DTMF code (which is associated with the unique ID of the Interaction instance) is passed with the call.
History Search ID Used when the call center has passed a unique identifier in the
historySearchId
parameter for the Interaction instance URL.

 

Share Application Examples

Clicking Share displays a popup from which you can generate the URL as well as embedded code snippet for the selected Application.

To share the Application, click Generate Link and copy the resulting information. URL and Embed links can be emailed to a customer, added to your SMS messages, or distributed using other means:

Note: For details about embedding an application in a host page (such as your website), refer to Creating the Web Self Service Widget and/or Creating the Agent Application Widget.

For Applications associated with the Agent Assistant and Customer Assistant channels, clicking Share displays a popup asking you to select the IA Domain you want to query in your NLP Engine:



After you select an IA Domain, the popup will generate the URL as well as Embed code snippet for the selected Application. Click Copy. This information can be emailed to a customer, added to your SMS messages, or distributed using other means in order to enable others access to the chatbot.

 

Revision:

Comments