Graphlogic.ai documentation

Omnichannel platforms

Edna Chat Center

⁠

Edna⁠

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

@Project⁠

as a bot operator. You can view the user documentation using this

link⁠

Important: The
@Bot⁠
is connected to communication channels through Edna technical support.

Connection

1. Bot configuration on Edna side

First of all, you need to configure the Edna side.

Go to Settings → Chatbot.

⁠

Create a new

@Bot⁠

and fill in the following fields:

Chatbot name — any convenient name.

URL of the chatbot backend for processing client messages — URL obtained when

configuring the bot on the platform.⁠

⁠

URL of the chatbot backend for initiating a dialogue with the client — URL received when

configuring the bot on the platform.⁠

⁠

Waiting timeout for a chatbot response — the time when there is no response from the

@Bot⁠

, after which the request is distributed in accordance with the following rule specified in the routing.

⁠

Create a token using the +Token button and write it down. You will need it when

setting up an agent channel on the platform⁠

. This button appears when you hover over the field with the name and settings of the desired application.

⁠

This completes the

@Bot⁠

configuration in Edna.

2. Agent channel configuration in the Platform

You need to create and configure an

@Project Channel⁠

with the “Edna Chat Center”

@Connector⁠

Click on the agent settings button.

⁠

Click the Add channel button.

⁠

The

@End Channel⁠

selection panel will open.

⁠

Select

@Edna Chat Center⁠

The

@Project Channel⁠

creation panel will open.

⁠

Optionally, enter a title for this

@Project Channel⁠

in the Name field with the placeholder New channel.

⁠

Enter the address for your account in the Edna Chat Center webhook URL field as https://<some-name>.<edna-domen>/api/v1/chatbot, where <some-name> is the subdomain of your Edna account, and <edna-domen> is the Edna domain name (threads.im or edna.io).

⁠

Set the token obtained in the Edna Chat Center bot settings in the Edna Chat Center token field.

⁠

Copy the URL from the Chatbot webhook URL field by clicking the Copy this webhook button and paste it into the URL of the chatbot backend for processing client messages and URL of the chatbot backend for initiating a dialogue with the client fields in the bot settings in Edna Chat Center.

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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.

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The

@Project Channel⁠

will be saved and activated if:

The

@Agent⁠

is trained;

The token in the Edna Chat Center 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 Edna Chat Center 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 Edna Chat Center 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

Interaction with Edna occurs through the Edna external API and according to the settings of your Edna account.

@Agent⁠

is a bot operator in Edna.

Important: Edna cannot guarantee the order of delivery of messages to the
@Bot User⁠
: if the interval of their receipt from the
@Agent⁠
is very small, in order to eliminate this negative behavior, a delay of 0.5 seconds has been introduced on the
@Connector⁠
between sending messages.

Mapping of Channel variables from Edna chat center

Mapping of Channel variables from Edna chat center

Channel variable

End channel

Variable in the body of an incoming request from a channel

Peculiarities

channel_visitor_id

Edna Chat Center

threadsClientId

channel_conversation_id

Edna Chat Center

sessionId

channel_visitor_firstname

Edna Chat Center

client_data.name

channel_visitor_lastname

Edna Chat Center

channel_visitor_phone

Edna Chat Center

client_data.phone

After sending a mailing by

@Notification

⁠

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

channel_visitor_email

Edna Chat Center

client_data.email

channel_visitor_account

Edna Chat Center

channel_info.channelType

channel_visitor_auth

Edna Chat Center

channel_visitor_source

Edna Chat Center

channel_reply_to

Edna Chat Center

No results from filter

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Communication in Edna chat center

Communication in Edna chat center

Functionality

Channel

Availability

Description

Buttons

Edna Chat Center

Yes

The maximum length of button text is 20 characters. If the length exceeds 20 characters, the

@Script

⁠

freezes. You can increase the limit through Edna technical support.

Transfer to operator

Edna Chat Center

Yes

To transfer the dialogue to the operator, use the

@Change Chat Mode

⁠

slot.

Transferring files as files from the Agent

Edna Chat Center

Transferring files as links from the Agent

Edna Chat Center

Yes

Receiving a file from the Bot User into a script

Edna Chat Center

Partially

Depends on the channel, the Edna widget does not accept files. File metadata (type, link) is written to client_message, the file is not uploaded to the platform

Receiving geolocation from an Bot User in a Script

Edna Chat Center

Delivery of messages over 1000 characters from Agent to Bot User

Edna Chat Center

Yes

Delivery of messages up to 4000 characters

Markdown usage

Edna Chat Center

Partially

Supported in widget. Displaying

@Markdown

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