Graphlogic.ai documentation

Omnichannel platforms

Jivo

⁠

Jivo⁠

is one of the popular omnichannel platforms that provides a tool for operators to communicate with customers on social networks, instant messengers, mobile applications and its own web widget.

Connection

1. Agent channel configuration in the Platform

The

@Agent⁠

needs to create and configure an

@Project Channel⁠

with the “Jivo” connector.

Click on the agent settings button.

⁠

Click the Add channel button.

⁠

The

@End Channel⁠

selection panel will open.

⁠

Select

@Jivo⁠

The

@Project Channel⁠

creation panel will open.

⁠

Optionally, enter a title for this

@Project Channel⁠

in the Name field with the placeholder New channel.

⁠

The Jivo token field will contain an automatically generated token that will need to be specified in the Jivo settings.

⁠

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 Jivo 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.

⁠

2. Bot configuration on Jivo side

Note: This article only covers the integration of Jivo with
@Bot⁠
s; for information on how to organize dialog routing between
@Bot⁠
s and operators, see the Jivo
documentation⁠
⁠

Jivo⁠

Go to

https://app.jivosite.com/settings/integrations/add-bot/15⁠

⁠

For interlocutors, bots in Jivo look like operators (virtual employees). Fill in the following fields:

Avatar — an image that will be displayed as an employee’s avatar in the Jivo branded web widget;

Name — what will be displayed in the branded Jivo web widget as the employee’s name;

Position — what will be displayed in the branded Jivo web widget as the employee’s position.

⁠

Paste the

previously copied token⁠

from the

@Platform⁠

into the Bot Token field.

⁠

Select channels to connect in the Connect for the following channels section by checking the box next to the required channels, and click the Save 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 Jivo 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 Jivo 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

Mapping of Channel variables from Jivo

Mapping of Channel variables from Jivo

Channel variable

End channel

Variable in the body of an incoming request from a channel

Peculiarities

channel_visitor_id

Jivo

client_id

channel_conversation_id

Jivo

sender.id

channel_visitor_firstname

Jivo

sender.name (optional)

channel_visitor_lastname

Jivo

channel_visitor_account

Jivo

channel_visitor_phone

Jivo

sender.phone (optional)

Important: This variable does not arrive if Jivo and the stand do not have an agreement to transfer it

channel_visitor_email

Jivo

sender.email (optional)

Important: This variable does not arrive if Jivo and the stand do not have an agreement to transfer it

channel_visitor_auth

Jivo

sender.user_token (optional)

channel_visitor_source

Jivo

sender.url (optional)

Contains a link to the page where the widget is located, or to the Avito page The link contains information about the channel through which communication occurs

channel_reply_to

Jivo

No results from filter

⁠

Service messages from Jivo

Service messages from Jivo

Message

End channel

Format in client_message

Description

Cases

Dialog closing

Jivo

String: jivo: operator joined chat

After completing the transfer of conversation to an operator in the

@Change Chat Mode

⁠

, Jivo operators must click the “Accept dialogue” button to join the conversation. By clicking this button, we receive an event in

@client_message

⁠

if Channel Service messages are activated for this

@Project Channel

⁠

When the bot has transferred the dialogue to the operator, and until the operator clicks “Enter dialogue,” all messages from the interlocutor are sent to the bot, and the bot will respond to them as if a new dialogue had begun. You can implement a

@Script Branch

⁠

that the bot is silent or responds “the operator will be here soon” until we get jivo: operator joined chat

No results from filter

⁠

Communication in Jivo

Communication in Jivo

Functionality

Channel

Availability

Description

channel_chat_id

Jivo

Yes

format <jivo сlient_id>|jivosite

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

Jivo

Partially

dialogue in Jivo lasts 2 hours, messages will reach the Interlocutor only during this time

Buttons

Jivo

Yes

Keyboard buttons are coming to Telegram

Transfer to operator

Jivo

Yes

using the

@Change Chat Mode

⁠

slot

Transferring files as files from the Agent

Jivo

Transferring files as links from the Agent

Jivo

Yes

in Telegram, image links automatically display the image in the message

Receiving a file from the Bot User into a script

Jivo

Yes

The file metadata (type, link) is written to the

@client_message

⁠

variable; the file is not uploaded to the platform.

Receiving geolocation from an Bot User in a Script

Jivo

Yes

⁠

@client_message

⁠

when sending geolocation: 📍 Location

https://www.google.com/maps/@54.855614,83.049903,14z

⁠

Delivery of messages over 1000 characters from Agent to Bot User

Jivo

Partially

In OK, FB, VK, messages of more than 1000 bytes are divided into several paragraphs. Transmitted in full in Messengers

Get a link to the lead source

Jivo

Partially

The

@channel_visitor_source

⁠

variable contains a link to the page where the widget is located, or to the Avito page. Doesn't work for other messengers

Markdown usage

Jivo

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/)

Known features: Telegram and VKontakte do not support

@Markdown

⁠

, the text arrives without markup.

Mailing with Notification

Jivo

No results from filter

⁠

Transfer to operator

When using the

@Change Chat Mode⁠

@Slot⁠

, the

@Dialog⁠

switches to the operator. After switching to the operator, the

@Dialog⁠

ends and is displayed on the

@Analytics Tab⁠

Switching to an operator if there is no response from the Agent

All events from Jivo to the bot provider and back are sent in the form of HTTPS requests using the POST method in application/json format. The request timeout is 3 seconds, the number of retries is 2 (total 3 attempts, 3 seconds each), until a regular successful response is received, otherwise the client is transferred to the operator.

Connection

1. Agent channel configuration in the Platform

2. Bot configuration on Jivo side

Editing and Deleting Agent Channel

Communication

Mapping of Channel variables from Jivo

Service messages from Jivo

Communication in Jivo

Transfer to operator

Switching to an operator if there is no response from the Agent

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