How the Live-Agent-Transfer Framework Works
The Agent Integration channel, along with the Agent Integration and Agent Conversation components, allows you to integrate your skill with Oracle B2C Service Chat Service.
The following sections describe how to configure these (and provide some other
details for using Oracle B2C
Service as well), but here's a brief introduction:
- You configure an Agent Integration channel using the credentials provided to you by an Oracle B2C Service administrator, and you reference this channel from the Agent Integration and Agent Conversation components in your skill.
- The Agent Integration component connects the skill's conversation to Oracle B2C Service. Optionally, the component can provide a list of supported actions that an agent can send to the Agent Conversation component.
- The Agent Conversation component initiates a chat request with Oracle B2C Service, which, in turn, sends the request to an agent's chat console. After the agent accepts the chat request, the component sends subject text, the conversation history, and, if specified in the Agent Integration component, the supported actions. The component then manages the interchange between the skill and the agent. Beginning with Oracle B2C Service version 19A, both the user and the agent can attach images to the conversation.
- The session can end in one of the following ways:
- The agent terminates the session.
- The agent sends one of the supported actions, the skill terminates the session, and the skill transitions to the state that corresponds with the action.
- The customer enters one of the specified exit keywords, such as bye or goodbye.
- The session expires after a period of inactivity.
- There is a problem with the connection to Oracle B2C Service.