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Five9 Chat

Five9 Chat Module: Friendly Configuration Guide

Hello! Welcome to the Five9 Chat Module configuration. This tool connects your bot with a system called Five9 for chatting with human agents or handling conversations on platforms like WhatsApp or Facebook. It's like giving your bot a phone to talk to a support team. You configure everything in a simple window, without any programming knowledge!

What does the Five9 Chat Module do?​

The Five9 Chat Module tells your bot:

  • How to connect to Five9 (a system for agent chats).
  • Which "campaign" or agent group to participate in.
  • What to say if something goes wrong.
  • Whether to wait for manual activation or start automatically.

You'll configure this in a popup window with fields that you fill out like preparing a form.

Step-by-Step Configuration in the Popup Window​

When you open this tool, you'll see a window titled "Five9 Chat Config". Here's how to use it:

1. Name Your Module​

  • Where: The "Name" text box.
  • What it does: It's a label to identify this module (like "Agent Chat" or "WhatsApp Support").
  • How to set it up: Write something short and clear. It's mandatory!

Example: Write "Store Support" if it's for an online store.

2. Choose the Campaign​

  • Where: The "Campaign" box.
  • What it does: This tells the bot which group of Five9 agents to participate with (like "Sales" or "Technical Support").
  • How to set it up: Write the campaign name provided by your Five9 team. This is also mandatory!

Example: Write "Technical Support" if that's the team that will handle the chats.

3. Define the Tenant​

  • Where: The "Tenant" box.
  • What it does: It's like your account "ID" in Five9, so the bot knows which account to connect to.
  • How to set it up: Write the code or name you were given for your Five9 account. Mandatory again!

Example: Write "mycompany123" if that's your tenant in Five9.

4. Write an Error Message​

  • Where: The "Error Message" box.
  • What it does: This is what the bot will say if something fails (like "Sorry, I can't connect with an agent right now").
  • How to set it up: Write a clear message for users. It's mandatory!

Example: Write "Oops, something went wrong. Try again!".

5. Decide the Connection Type​

  • Where: The "Connection Type" checkbox with a "Manual" option.
  • What it does: Defines whether the bot starts the chat automatically or waits for someone to activate it manually.
  • How to set it up: Check the "Manual" box if you want a human to take the first step. Leave it unchecked for the bot to start on its own.

Example: Check "Manual" if an agent should initiate the chat.

6. Add Attributes (Optional)​

  • Where: The "Attributes" section, which looks like a table.
  • What it does: Here you can add extra data for the bot to send to Five9, like the customer's name or an order number.
  • How to set it up: Click to add a row in the table and write:
    • Name: The name of the data (like "Customer").
    • Value: The value or where to find it (like "communication.name" to take the name from the chat). Ask your team for the correct values.

Example: Add a row with "Name: Customer" and "Value: communication.name" to send the customer's name.

7. Save Your Configuration​

  • Where: The "Save" button at the end.
  • What it does: Saves everything you configured for the bot to use.
  • How to set it up: Click "Save". If you filled everything correctly, the window will close and you'll see a success message. If something is missing, it will ask you to complete it.

Tip: Check that the mandatory fields (Name, Campaign, Tenant, Error Message) are filled in.

What Happens When It Runs?​

  1. The bot connects to Five9 using the "Tenant" and "Campaign" you indicated.
  2. If it's not "Manual", it starts the chat automatically. If it is "Manual", it waits for someone to activate it.
  3. It sends the "Attributes" (if you added any) and begins the conversation.
  4. If something fails, it displays the "Error Message" and ends the attempt.

Practical Example​

Imagine a bot for WhatsApp support:

  1. You open the "Five9 Chat Config" window.
  2. In "Name", you write "WhatsApp Support".
  3. In "Campaign", you write "Customer Support".
  4. In "Tenant", you write "storeXYZ".
  5. In "Error Message", you write "We couldn't connect, please try again".
  6. You don't check "Manual" so it's automatic.
  7. In "Attributes", you add "Name: Phone" and "Value: communication.phone".
  8. You click "Save".

Result: The bot connects to the "Customer Support" campaign in Five9, sends the customer's phone number, and starts the chat. If it fails, it says "We couldn't connect, please try again".

Simplified Special Tricks​

Manual Connection​

  • What it does: If you check "Manual", the chat doesn't start until an agent activates it.
  • How to set it up: Check the "Manual" box and wait for someone on the team to start it.

Example: Useful if you want agents to decide when to enter.

Sending Extra Data​

  • What it does: "Attributes" allow you to send useful information to agents.
  • How to set it up: Use the table to add pairs of "Name" and "Value". For example, "Name: Order" and "Value: communication.order".

Example: Agents see the customer's order number when starting the chat.

Troubleshooting Tips​

  • Can't save? Make sure to fill in Name, Campaign, Tenant, and Error Message.
  • Chat doesn't start? Check if "Tenant" and "Campaign" are correct. If it's "Manual", wait for someone to activate it.
  • Error message doesn't appear? Confirm that you wrote it correctly in "Error Message".
  • Attributes don't arrive? Verify with your team that the "Values" are correctly written.

That's it! You've configured your bot to chat with Five9. Fill in the fields, save, and watch how it connects with agents. If something doesn't work, check the data or ask for help from whoever manages Five9 on your team. Happy chatting!