With Instant Chime for Teams®, you can integrate your external Microsoft Bot Framework bots to help deflect incoming chats by using your existing knowledge base.
We view integration in two ways. First is having your bot beside chime and integrated via queue settings. Second is having your bot in front of chime and proxying conversations over DirectLine to help desk queues. For some examples of creating a bot, please check the Instant-Tech Public Repository:Instant-Tech Bot Code Samples »
Integrating your chat bot is easy. Once you have your Azure bot created and hosted in Azure follow the steps below to integrate your bot alongside a chime queue.
Once you have the three required pieces of information (direct line secret, display name, Microsoft app Id) you are ready to integrate the bot within chime.
Now that your bot is integrated into the Chime Admin settings it's time to navigate to the “Queue Settings” page to integrate your bot within each queue.
Queue interviews are now able to integrate with bots! follow these steps to have an interview pass a chat over to a bot
This section will cover how to customize the Text Resources that the Guest will see when they interact with a bot
These commands are used to tell the Chime queue to perform certain actions. The commands can do things like end a chat or assign a skill tag to a specific chat. The table below will cover all of the commands that bots can utilize.
|End Chat Session
|/end or /exit
|This command will end the chat session that is taking place and can be used by Guests, Agents, or Bots. If the chat is in the a pre-routing state, this will deflect the chat
|Route to live Agent
|This command moves a Guest from any pre-chat state (interview, bot, virtual agent) into a waiting for live agent state
|Route with Skill Tag
|Route to a live agent with a speccified skill tag e.g. /agent /password
|Transfer Chat to Queue
|Transfers the chat to a differernt queue based on the queueId indicated e.g. /transfer 2
This section will cover the different charts and reports that can help track the
This section will cover how to add in an Azure QnA Maker knowledge base and attach it to a queue before guests route into live agents