Bot General Configuration

Requirements: To configure every Bot property, you need the Bot Configuration Master Security right. If you do not have this Security right, you see only the configuration options made available to you on the Unrestricted Properties page. For more information, see Bots.

Tip: To return to the list of Bots, save any changes and click Cancel.

Option	Description
IC Server Host Names	Enter the name or names of your IC server and any off server Session Managers. Use a comma to separate the names. Tip: Use a FQDN if your reverse proxy cannot talk to your IC server without it. Also, you do not need to enter both server names in a switchover pair.
Reverse Proxy URL	Enter the name or FQDN of the web server functioning as a reverse proxy to the IC server inside your firewall. Note: If you use a reverse proxy with Genesys Intelligent Automation, the Intelligent Automation URL field on the Genesys Intelligent Automation configuration is ignored and this field is used instead. See Plugins Configuration.
Use PureConnect Cloud	Select Yes if your organization is a PureConnect Cloud customer.
PureConnect Cloud URL	If you set Use PureConnect Cloud to Yes, enter your organization's PureConnect Cloud URL.
Use HTTPS	Select the communication port used for communication between the web server and CIC server. If Yes, use the default HTTPS port number of 8019. If No, use the default HTTP port number of 8018.

Select the appropriate provider from the Bot Provider drop-down list, then expand the appropriate section below for configuration instructions.

Amazon Lex

Amazon Lex is an interface for building conversation bots. The default Amazon Lex UI with slots does not enable you to set up the required session variables. In an Amazon Lex box, you set up session variables as part of an AWS Lambda function.You must handle all the intents within the Lambda function code.

Option	Description
Amazon Lex Bot Alias	Enter the alias that points to a specific version of your chatbot.
Amazon Lex Bot Name	Enter the name of your chatbot.
AWS Region	Enter the name of the Amazon region in which your chatbot instance is available.
AWS Congnito Identity ID	Enter the ID for temporary, limited-privilege credentials to your chatbot which enables it to use AWS resources.
Amazon Lex Welcome Message Trigger	Chatbots expect a welcome message when starting a chat session. Amazon Lex does not send one by default as it reacts to incoming messages only. Enter a word or phrase that chatbots can send to the Amazon Lex bot to invoke the configured welcome message.
Amazon Lex Chat Transfer Identifier	Enter the session attribute name that indicates the consumer is requesting to be transferred to an agent or customer service person.
Amazon Lex Chat Ended Intent	Enter the session attribute name that indicates the consumer has ended the chat.

Genesys Intelligent Automation

The PureConnect integration with Genesys Intelligent Automation is a fully tested, secure offering that allows easy integration of bots and other services with on-premises and cloud implementations of PureConnect. It uses a serverless, event driven microservice that deploys to, and resides in the cloud. For more information, see the PureConnect Integration with Genesys Intelligent Automation Technical Reference.

The Genesys Chatbot can appear like this to your website visitors:

Option	Description
Intelligent Automation URL	If you set Use a Reverse Proxy for Intelligent Automation to No, enter the full URL for the Genesys Intelligent Automation server. If you provide this URL, the Intelligent Automation Server field is ignored.
Intelligent Automation Site ID	Enter the Intelligent Automation Site ID that Genesys Intelligent Automation generated when you created an application or module for the chatbot flow. For more information, see the PureConnect Integration with Genesys Intelligent Automation Technical Reference.
Intelligent Automation Authorization Key	Enter the Intelligent Automation key that Genesys Intelligent Automation generated when you created a company. For instructions about identifying this key, see the PureConnect Integration with Genesys Intelligent Automation Technical Reference.
Use a Reverse Proxy for Intelligent Automation	Enable or disable using a reverse proxy for the Genesys Intelligent Automation server.
Intelligent Automation Server	If you set Use a Reverse Proxy for Intelligent Automation to Yes, then enter the FQDN of the Genesys Intelligent Automation server. If you use a reverse proxy, the Intelligent Automation URL field is ignored. The Reverse Proxy URL field on the General tab is used to create the end-result URL to assess Intelligent Automation.
GIA version 9.0.102+	If you are using GIA version 9.0.102 or later, select Yes. If you are using a GIA version earlier than 9.0.102, select No.
Use Chat Persona	To use the Visual Persona in GIA version before 9.0.102, select No. To use the Chat Persona in GIA version 9.0.102+, select Yes. For more information about configuring a chat persona in Genesys Intelligent Automation, see https://docs.genesys.com/Documentation/GAAP/Current/iaHelp/Personas. Selecting Yes enables the Genesys Intelligent Automation (GIA) chatbot to use buttons, images, and videos rich media types. For more information about rich media, see https://docs.genesys.com/Documentation/GAAP/latest/iaHelp/RichMedia. As part of configuring GIA in PureEngage, the admin must also select Text, Buttons, and Videos in the Callflow Preferences as part of the chat-based persona. If the admin does not select these options, the rich media does not show up in GIA chats. The admin must write custom scripts to use any of the other rich media types such as Quick Replies in GIA chatbots. For more information, see https://docs.genesys.com/Documentation/GWC/latest/Deployment/GWCRM.
Intelligent Automation Test Call	When "yes" is enabled then it uses GIA Test Application, If "No" is selected then it uses GIA production Application.

Google DialogFlow

When you create a Google Dialogflow bot, you set up intents that get matched in the bot as the consumer types. For each intent, you can associate an action. Dialogflow processes the chat as directed by this bot configuration.

For more information, see https://dialogflow.com/.

Option	Description
Google Auth Client Email	Enter the email address associated with the service account in DialogFlow that has access to interact with the DialogFlow bot.
Google Auth Client Key	Enter the private key for the certificate associated with the service account in DialogFlow that has access to interact with the DialogFlow bot. Tip: The client key should be the entire private_key string, including the -----BEGIN part. Don’t include the \n at the end.
DialogFlow Project Name	Enter the project name for the DialogFlow bot.
DialogFlow Chat Transfer Identifier	DialogFlow does not have the concept of a consumer requesting to be transferred to an agent or customer service person. To enable chatbots to determine that a consumer is requesting to talk to someone other than the bot, we need to know what to look for. Enter the name of the boolean parameter that is configured inside an intent that denotes the consumer wants a transfer. Parameters are set on an intent in this section in DialogFlow:
DialogFlow Chat Ended Identifier	This is the name of the field that chatbots looks for to determine if a chat session is completed. By default, if an intent is set up with Set this intent as end of conversation turned on, then this value should be end_conversation. However, if a custom parameter is used (like the transfer identifier), this would be the name of the parameter that denotes that the chat has ended. The default mechanism to handle this in an intent is as follows:

IBM Watson

IBM Watson is an enterprise-ready, artificial intelligence platform. IBM Watson can be used to build AI-integrated chat bots.

You configure actions and responses on chatbot nodes in Watson Assistant dialogs. IBM Watson processes the chat as directed by this bot configuration.

Option	Description
IBM Watson URL	Type the URL for the region (location) in which this chatbot is deployed.
IBM Watson User Name	Enter the email address associated with the IBM Cloud Account user.
IBM Watson Password	Enter the password for the IBM Cloud Account.
IBM Watson Workspace	Enter the Workspace ID associated with the skill under API details.
IBM Watson Version ID	Enter the Watson version number under which this chatbot is running.
IBM Watson Chat Transfer Identifier	Watson does not have the concept of a consumer requesting to be transferred to an agent or customer service person. To enable chatbots to determine that a consumer is requesting to talk to someone other than the bot, we need to know what to look for. Enter the name of the boolean parameter that is configured on a node to denote that the consumer wants a transfer. Select Dialog and navigate to the appropriate node. In the node corresponding to the consumer requesting a chat with an agent, define a variable indicating the transfer request. For example, $transfer_requested and true. This is usually accompanied by a variable for disconnecting from the IBM Watson chatbot; that is a "chat ended" variable.
IBM Watson Chat Ended Intent	IBM Watson does not have a built-in end of conversation indicator. Define a context variable on a node that enables Watson to identify that the consumer has ended the conversation. For example, in the Goodbye portion of the chatbot, in the appropriate dialog, define a variable that indicates the conversation is over. Open the context editor by clicking the ellipsis by Then set context. Then open the context editor by clicking the elipsis by Then respond with. Then add a context variable by supplying an identifier and a value; for example, $chat_ended and true.

Note: You should logout and login back to Interaction Connect to see newly added Bot configurations in the Channel configurations form.

For more information about enabling bot configuration on social media, see Enable Bot Configurations in Social Media