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Connecting Chatbots

You can connect any number of chatbots to edna and use them for thread processing. To connect a chatbot:

  • The bot developer must complete the integration with edna API (Bot Connect) and develop the bot’s logic.
  • You then need to configure the bot’s setting in the admin WP and then include it in the thread routes.

To connect a chatbot:

  1. On the Settings tab of the admin WP, select Integrations > Chatbot.
  2. Click New  in the upper right corner of the Chatbot page.
  3. Enter the name of your chatbot.
  4. Specify the chatbot backend URLs as prompted in the respective fields.

  5. Specify the following timeouts:
    • Timeout of the chatbot response – Enter for how long a thread needs to wait for the chatbot’s response before moving back to the route.
    • Thread closing timeout – Enter for how long a thread needs to wait for the client to respond to the chatbot before being closed. The timeout starts after the chatbot sends its last message without transferring the thread to an agent’s queue.
  6. Select the Allow clients to send messages if quick reply buttons are enabled check box if you want the clients to not just use the chatbot’s quick response buttons but to also be able to manually enter their message in the message input box. If you leave this check box clear, the message input box is disabled.

  7. Enter the bot’s description and change its avatar, if necessary.
  8. Save your changes.
  9. Return to the Chatbot page. The chatbot appears on the page. For it to start working, you need to generate a token (the bot will use this token to call edna API). Hover over the bot and click + Token.

  10. In the window that opens, click Copy.

    The system generates a token and inserts it for the bot. The bot is ready to start working.

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