Create a Bot User Skill

In this part of the procedure you will assign a skill to the Bot User.

Prerequisite:

You must have completed the procedure Add a Bot.

1. In the Live Assist Administration Portal, navigate to LINKS > Engagement Portal.

   

2. Select Manage users and skills in the left menu.

   

3. The user for bot Renee will be automatically created once the bot has been added. The user Type is ‘Human’. Role and Profile are set as ‘Agent’. Initially, the Bot User will not have any skills. You will create a skill next.

   

4. Select the Skills tab on the User Management page.

   

5. Click Add skill.

   1. Specify the skill Name as Renee (The skill name can be any name you choose, as long as you use it consistently in the steps that follow when the skill is mapped to the bot and to the campaign.)

   2. Write a Description for the skill (e.g., Talk to Renee bot instance).

   3. Click Save.

   

6. The skill named ‘Renee’ will be added.

   

7. Select the Users tab and click on the Bot User to edit.

   On the Edit user page, specify the Max no. live chats as (No. of license allotted for bot * 3).

   Note: The Bot User is a virtual agent that can transfer conversations to a human agent as needed.

   

8. The ‘Renee’ skill will be associated with the Bot User.

   

   Note: If you want to change the name of the bot, see Change the Bot Name.

Continue with Set Up Authenticated Chats.

In this part of the procedure you will assign a skill to the Bot User.

Prerequisite:

You must have completed the procedure Add a Bot.

1. In the Live Assist Administration Portal, navigate to LINKS > Engagement Portal.

   

2. Select Manage users and skills in the left menu.

   

3. The user for bot Renee will be automatically created once the bot has been added. The user Type is ‘Human’. Role and Profile are set as ‘Agent’. Initially, the Bot User will not have any skills. You will create a skill next.

   

4. Select the Skills tab on the User Management page.

   

5. Click Add skill.

   1. Specify the skill Name as Renee (The skill name can be any name you choose, as long as you use it consistently in the steps that follow when the skill is mapped to the bot and to the campaign.)

   2. Write a Description for the skill (e.g., Talk to Renee bot instance).

   3. Click Save.

   

6. The skill named ‘Renee’ will be added.

   

7. Select the Users tab and click on the Bot User to edit.

   On the Edit user page, specify the Max no. live chats as (No. of license allotted for bot * 3).

   Note: The Bot User is a virtual agent that can transfer conversations to a human agent as needed.

   

8. The ‘Renee’ skill will be associated with the Bot User.

   

Continue with Set Up Authenticated Chats.