Graphlogic.ai documentation

Omnichannel platforms

Chat2Desk

⁠

Chat2Desk⁠

is one of the omnichannel platforms for communicating with customers in text channels. You can use it as a channel to publish your

@Agent⁠

as a

@Bot⁠

operator. You can view the user documentation using

this link⁠

Connection

1. Bot configuration on Chat2Desk side

Log into your Chat2Desk account.

Go to API and scripts.

⁠

Click “Show”and enter the account administrator account password.

⁠

Copy the received API token.

⁠

2. Agent channel configuration in the Platform

You need to create and configure an

@Project Channel⁠

with the “Chat2Desk” connector.

Click on the agent settings button.

⁠

Click the Add channel button.

⁠

The

@End Channel⁠

selection panel will open.

⁠

Select

@Chat2Desk⁠

The

@Project Channel⁠

creation panel will open.

⁠

Optionally, enter a title for this

@Project Channel⁠

in the Name field with the placeholder New channel.

⁠

Paste the link

https://api.chat2desk.com/v1⁠

https://api.chat2desk.kz/v1⁠

into the Chat2Desk webhook URL field.

⁠

Paste the

previously copied token⁠

, into the Chat2Desk token field.

⁠

If you need to set up automatic assignment of chats to a specific operator, insert the operator ID in the Chat2Desk operator ID field. How to get the operator ID:

Connecting the Bot as an Operator in Chat2Desk⁠

⁠

Optionally, enable receiving of service messages by switching the toggle switch.

⁠

To save the

@Project Channel⁠

without activating it, click the CREATE button.

⁠

To save and activate the

@Project Channel⁠

, click the CREATE & ACTIVATE button.

⁠

The

@Project Channel⁠

will be saved and activated if:

The

@Agent⁠

is trained;

The token in the Chat2Desk token field is unique (there are no active channels of the same type with the same token);

The channel address is accessible;

The channel webhook is registered succesfully.

The

@Project Channel⁠

will be saved but not activated if one or more conditions are not met.

To cancel

@Project Channel⁠

creation, click the CANCEL button.

⁠

Editing and Deleting Agent Channel

To edit an

@Project Channel⁠

, click on its icon on the

@Agent⁠

card.

⁠

To edit any field, click the field and enter a new value.

To apply changes to an activated

@Project Channel⁠

, click the APPLY button.

⁠

Changes will be applied if:

The

@Agent⁠

is trained;

The token in the Chat2Desk token field is unique (there are no active channels of the same type with the same token);

The channel address is accessible;

The channel webhook is registered succesfully.

Changes will not be applied if one or more conditions are not met.

To deactivate the

@Project Channel⁠

, click the DEACTIVATE button.

⁠

To apply changes to a non-activated

@Project Channel⁠

, click the SAVE button.

⁠

To apply changes and activate the

@Project Channel⁠

, click the SAVE & ACTIVATE button.

⁠

Changes will be applied and the

@Project Channel⁠

will be activated if:

The

@Agent⁠

is trained;

The token in the Chat2Desk token field is unique (there are no active channels of the same type with the same token);

The channel address is accessible;

The channel webhook can be registered.

Changes will be applied but the

@Project Channel⁠

will not be activated if one or more conditions are not met.

To cancel making changes, click the CANCEL button.

⁠

To delete the

@Project Channel⁠

, click the DELETE button.

⁠

Communication

Connecting the Bot as an Operator in Chat2Desk

@Chat2Desk⁠

, it is possible to configure chat auto-assignment to a specific operator. When chat auto-assignment is turned off, chats are directed to the general queue.

If you need the

@Bot⁠

to process only chats assigned to a specific operator, you need to connect the

@Bot⁠

as a specific operator and configure the assignment of new chats to this operator. If the operator ID is not specified in the

@Project Channel⁠

settings, the

@Bot⁠

will receive all messages from the general queue, i.e., not assigned to any specific operator.

To set up connecting the

@Bot⁠

as an operator in

@Chat2Desk⁠

, you need to:

@Chat2Desk⁠

account.

Go to Settings - Operators - List.

⁠

Click the Create Operator button.

⁠

Fill in all the data for the new operator.

⁠

step 3 of the "Bot configuration on the Chat2Desk side" section.⁠

⁠

Go to the Postman application and send the following request:

Method: GET

URL:

https://api.chat2desk.com/v1/operators/⁠

⁠

Headers: Authorization: {API token from the personal account}

The response to the request will include a list with information about all operators in the following format:

`{"data":[{”id":``operator id``,"email":”email","first_name":"first name","last_name":"last name","role":"role",”phone":"phone number","avatar":avatar,”last_visit":”time of last login to the account","online":1 if operator is online, 0 if offline,”offline_type":null,"external_id":null,"opened_dialogs":number of opened dialogs,"status_id":0}, {data for the next operator}],"meta":{"total":total number of operators,"limit":limit on the number of operators,"offset":0},”status":"success"}`

Find the information about the operator created for connecting the

@Bot⁠

and copy the value of the ”id" parameter.

This value needs to be inserted into the

Chat2Desk operator ID field in the settings of the Agent Channel in Chat2Desk⁠

Mapping of Channel variables from Chat2Desk

Mapping  of Channel variables from Chat2Desk

Channel variable

End channel

Variable in the body of an incoming request from a channel

Peculiarities

channel_message_id

Chat2Desk

message_id

id of the message assigned to it by Chat2Desk (implemented only in C2D)

channel_message_recipient

Chat2Desk

operator_id

The bot in Chat2Desk is an operator and you will receive its id in this variable (implemented only in C2D)

channel_visitor_id

Chat2Desk

client_id

channel_conversation_id

Chat2Desk

dialog_id

channel_visitor_phone

Chat2Desk

client.phone

After sending a mailing by

@Notification

⁠

, this variable contains the phone number to which the mailing was sent

channel_visitor_firstname

Chat2Desk

client.name

channel_visitor_lastname

Chat2Desk

channel_visitor_account

Chat2Desk

channel_visitor_email

Chat2Desk

channel_visitor_source

Chat2Desk

channel_visitor_auth

Chat2Desk

channel_visitor_location

Chat2Desk

channel_reply_to

Chat2Desk

No results from filter

⁠

Service messages from Chat2Desk

Service messages from Chat2Desk

Message

End channel

Format in client_message

Description

Cases

Closing a conversation in Chat2Desk

Chat2Desk

String:c2d: dialog closed

The service message arrives in

@client_message

⁠

when the dialog is closed in Chat2Desk through the Close chat function.

No results from filter

⁠

About service messages and how to activate their transmission from the

@End Channel⁠

Deployment of Agent to different channels⁠

⁠

Communication in Chat2Desk

Communication in Chat2Desk

Functionality

Channel

Availability

Description

Markdown usage

Chat2Desk

Partially

Supported in widget. Whether

@Markdown

⁠

text appears in other channels depends on the channels themselves.

The following markup types are supported:

*italics*

_italics_

__bold font__

*__bold italics__*

[link](http://www.example.com/)

channel_chat_id

Chat2Desk

Yes

Format: 500482964|chat2desk

Messages will reach the Bot User if the Agent writes first in an existing chat

Chat2Desk

Yes

Cases: The operator accepted and remained in the chat - the bot can write to the interlocutor. The operator accepted and closed the chat - the bot can write to the interlocutor.

Buttons

Chat2Desk

Yes

Transfer to operator

Chat2Desk

Partially

⁠

@Change Chat Mode

⁠

— no

⁠

@External Request

⁠

— yes

Transferring files as files from the Agent

Chat2Desk

Yes

The widget receives an icon leading to a link like

https://storage.chat2desk.com/companies/company_236200/messages/199219/Kalimba.mp3

⁠

; when you click, the content is automatically played.

Images are transmitted as images.

Transferring files as links from the Agent

Chat2Desk

Partially

It is displayed similarly to the transferred file, the link leads to storage.chat2desk.com and the file automatically opens in the browser. Note: not visible in telegram

Receiving a file from the Bot User into a script

Chat2Desk

Yes

Format:

file:photo|

https://storage.chat2desk.com//companies/company_236200/messages/169029/9ac926de046179b3.png

⁠

Receiving geolocation from an Bot User in a Script

Chat2Desk

Delivery of messages over 1000 characters from Agent to Bot User

Chat2Desk

Yes