Setting up your new bot to communicate between Ultimate, Sunshine Conversations and Clarabridge need not be intimidating. We have this handy tutorial on everything you need to:
Step 1: Complete authorization parameters
Login to https://dashboard.ultimate.ai/
Find the bot you would like to integrate
Settings > Chat Platforms > Add Integration
Sunshinefrom the drop-down
Integration Parametersdrawer and enter the following parameters (available from Sunshine Conversations app settings):
API ID: is the ID of the new API key found on the Sunshine dashboard
API Region: any (set by default)
API Secret: is the secret of the new API key found on the Sunshine dashboard
APP ID: is the ID used to identify the app and found on the Sunshine dashboard
Step 2: Complete escalation parameters
Clarabridgeas escalation type
Clarabridge Client IDand
Clarabridge Client Secret
Close the integration parameters drawer
Step 3: Authenticate the bot
Authorize Sunshine Clarabridge
A blank window will open and close and then the button should change to
Unauthorize Sunshine Clarabridge
automation enginecan be activated
Step 4: Configure escalation
By default all escalated messages will go to the
To escalate to specific departments select
Forward to an agentand enter the applicable
Tags are used to group conversations and topics together on Clarabridge and can be used to configure escalation to specific departments.
You need to register a new application in Clarabridge to get the Client Secret and Client ID. This can be configured here.
This application should be connected to the user account that will authorize the bot.
Add our webhook to the relevant stream(s) integration in Clarabridge. Log in as an admin and go to the Stream settings where you would like the bot to integrate with and add this webhook: https://sunshine-automation.ultimate.ai/api/v1/get-message.
This will generate a
Webhook Secret which connects the integration in the background. Then turn on or restart (if adding new streams) the automation engine (in the Ultimate dashboard) and that will provide access to the new streams. Clarabridge has further guidance on this here.
Some common examples of escalation topics could be Customer Care Escalation or Sales Escalation.
The Intents should clearly describe the group to which the bot will escalate to depending on your requirements.
These escalation dialogues can now be linked across your customer flow using the link dialogue function.