Emplifi Bot Integration
Emplifi Bot is a conversational concierge that can be integrated with Emplifi Agent. When Emplifi Bot is configured with Emplifi Agent, Bot can escalate a customer to an agent either automatically or at the customer's request. This allows customers to receive immediate assistance from an agent.
When an agent answers a bot conversation, a case is created in Emplifi Agent. Information provided by the bot is automatically added to the case fields. If a case already exists, the agent can link the conversation to the existing case.
The integration between Emplifi Agent and Emplifi Bot includes improvements designed to provide more reliable communication between the two systems. Agents can expect more consistent escalation behavior and fewer interruptions during Bot-to-Agent handoffs.
When an agent signs in to Emplifi Agent, the Bot interaction panel appears on the home page.
Agents can drag and drop the interaction panel to reposition it. The panel docks on either the left or right side of the screen. Selecting an icon on the panel opens a window that can be resized.
Using the Bot interaction panel
The Bot interaction panel contains icons that open windows with specific functions. The icons that appear depend on the agent’s configuration, so some icons shown below may not be available to all users.
Icon | Name | Function |
|---|---|---|
 | Chat | Displays incoming, active, and recently closed Bot conversations. Agents can communicate with customers and send files or images when responding. |
 | Manage | Allows managers or supervisors to monitor agent queues, time spent on conversations, open cases, and other activity in real time. |
 | Analytics | Displays reports about conversations handled by the system. For more information, refer to Agent Analytics. |
 | Administration | Allows administrators to configure agents, queues, and other interaction settings. For more information, refer to Setting Up Agents. |
 | Open in Separate Window | Opens the Bot Interaction Panel in a separate window. |
 | User Profile | Allows the agent to update their conversation status. |
Setting a conversation status
When an agent signs in to Emplifi Agent, their conversation status is set to Away by default. Agents must change their status to Online to receive Bot conversations.
To set your status:
In the Bot Interaction Panel, click User Profile.
Select one of the following options:
Online to receive Bot conversations
Away when you are unavailable
Accepting a Bot conversation
When the Bot escalates a conversation to Emplifi Agent, the conversation rings for available agents. The conversation must be accepted before the agent can interact with the customer.
To interact with a Bot customer:
In the Chat window, click Accept to begin the conversation.
When the conversation is accepted:
The conversation appears in the Chat window.
A case is created in Emplifi Agent.
Information collected by the Bot automatically populates case fields.
If you select Decline, the conversation is offered to another available agent and your conversation status changes to Away.
When a conversation is accepted, the system checks the phone number or email address to determine whether an existing case already exists. If a matching case is found, a confirmation window appears.
Choose one of the following options:
Click Continue to link the conversation to the existing case
Click New Case to create a new case
In the Type response here field, enter your responses.
Optionally, click the Attachment button to send attachments or images to the customer with your response.
Click Save to save the case and add the new conversation to the Text section of the case. The conversation is added to the Text section of the case with a Chat Text Type.
Click the Close button on the Chat window banner to close the conversation.
Transferring a Bot conversation
After accepting a Bot conversation, the agent can transfer the conversation to another agent or to a group of agents assigned to a specific skill. The receiving agent can view the full conversation history and the associated case.
A conversation must be accepted before it can be transferred.
To transfer the conversation:
In the chat window, click Transfer.
In the Transfer window, choose how to transfer the conversation:
Select the Agent tab and choose an available agent.
Select the Skill tab and choose a skill group.
Click Transfer.
A Bot conversation must be accepted before it can be transferred to another agent.
Managing conversations
Selecting Manage opens the Manage window. Managers and supervisors can monitor Bot activity in real time.
The Manage window allows managers to view:
All agents and their activity
All open conversations
Information about each queue
Analyzing conversation data
Selecting Analytics opens the Analytics window. This window displays performance data for conversations handled by agents.
The Analytics window contains two tabs.
Overview tab
The Overview tab displays the following metrics:
Queue Processing
Total Handle Time by skill
Daily Conversations by skill
Agent tab
The Agent tab displays metrics for all agents or for a selected agent.
Metrics include:
Average Handle Time
Daily Engagements
Daily Load
Configuring Agent settings
Selecting Administration opens the Administration window. This window allows administrators to configure settings for agents and the Bot integration.
The Administration window contains four tabs:
General
Skills
Agents
Platforms
For more information about configuring these settings, refer to Setting Up Agents.