Bot connector applet

1 Overview
- 1.1 Agentforce configuration
- 1.2 Avaamo and Syndeo configuration

Overview

The Bot connector applet enables integration between VCC and external bot providers for live interaction handling. The configuration steps that VCC displays depend on the selected provider:

Agentforce
Avaamo
Syndeo

For information on integration with Agentforce, see the Agentforce integration section.

Agentforce configuration

Section	Field	Options	Description
Bot configuration	Route calls using SIP	Checkbox	The Session Initiation Protocol (SIP) is a signaling protocol used to initiate, maintain, and terminate real-time communication sessions (such as voice, video, and messaging) by coordinating the logistics between endpoints before other protocols handle the actual data transmission. Tick this checkbox to connect to the Agenforce agent using SIP.
Bot configuration	Phone number	Text	The number to route to a specific omni-channel flow.
Escalation data sources	Interaction plan data source name	Data sources	The name of the resource that stores the Interaction plan escalation information. It is used in the Route to interaction plan applet and specifies the interaction plan to which the interaction is routed.
Escalation data sources	Agent ID data source name	Data sources	The name of the resource that stores the agent ID escalation information. It is used in the personal queue and specifies the ID of the agent to which the interaction is routed.
Next applets	On escalation to agent	List of available applets	The next applet to which the escalated interaction is routed when the ASA is unable to resolve the issue, leading either to an agent or an interaction plan, depending on the configuration.
	On escalation to interaction plan
	On escalation failure		The next applet to which the escalated interaction is routed if the attempt to escalate to an agent or an interaction plan fails.

Avaamo and Syndeo configuration

Section	Field	Options	Description
Bot configuration	Bot identifier	Text	The unique identifier of the agent in the external provider’s system
	Phone number	Text	The number of the agent which handle the interactions
	APIKey	Text	The API key for the external provider.
Send VCC data to the external provider	VCC data source	Data source	Name of the VCC data source whose data you want to send to the bot provider. Identify data sources using the $(DataSourceName) format, for example, $(name).
Send VCC data to the external provider	Provider parameter	Text field	The parameter name configured in your bot that will receive the corresponding data source value. Enter the parameter name exactly as configured in your bot provider's system
Get data from external provider	Provider parameter	Text field	The parameter name configured in your bot that contains data to send back to VCC. Enter the parameter name exactly as configured in your bot provider's system.
	VCC data source	Data source	Name of the VCC data source that will receive the parameter data from the bot provider. Identify data sources using the $(DataSourceName) format, for example, $(name)
	Provider parameter	Text field	The parameter name configured in your bot that contains data to send back to VCC. Enter the parameter name exactly as configured in your bot provider's system.
Next applets	Next applet on success	List of available applets	Select the applet that the interaction is routed to when interaction with the external bot is completed.
Next applets	Next applet on failure	List of available applets	Select the applet that the interaction is routed to if it cannot be transferred to the external bot.