Graphlogic.ai documentation

Omnichannel platforms

Livetex

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Livetex⁠

is one of the omnichannel platforms for communicating with customers in text channels. Using the LiveTex omnichannel platform, you can place your

@Bot⁠

in one or more communication channels.

Connection

1. Bot configuration on Livetex side

First of all, you need to connect communication channels to Livetex.

Go to Настройки → Точки контакта.

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Click “Добавить” and create the desired contact point by selecting a channel from the list.

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Important: Each channel has setup instructions. Contact points have been tested and are working: website, Telegram.

The operator
@Bot⁠
is connected to instant messengers and social networks connected to Livetex through Livetex technical support (see Chapter 2, paragraph 4).

2. Agent channel configuration in the Platform

You need to create and configure an

@Project Channel⁠

with the “LiveTex” connector.

Click on the agent settings button.

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Click the Add channel button.

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The

@End Channel⁠

selection panel will open.

⁠

Select

@Livetex⁠

The

@Project Channel⁠

creation panel will open.

⁠

Optionally, enter a title for this

@Project Channel⁠

in the Name field with the placeholder New channel.

⁠

To connect the

@Project Channel⁠

, you need to provide the following information to LiveTex support:

Webhook from the Chatbot webhook URL field;

⁠

Important: A webhook is configured separately for each Livetex contact point.

Contact point ID and account ID from the LiveTex personal account;

⁠

You also need to request a token from LiveTex to connect the

@Project Channel⁠

. Once LiveTex provides the connection token, set the token in the LiveTex token field.

⁠

Important: Contact LiveTex support for assistance with the connection.

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 LiveTex 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 LiveTex 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 LiveTex 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.

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Additional configuration when using the LiveTex widget

In the LiveTex widget you can customize the bot: avatar, name, description, welcome message. The welcome message may contain buttons.

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Data must be transmitted in json format according to the LiveTex specification; to set this setting, you need to contact Graphlogic.ai technical support.

Communication

Interaction with Livetex occurs asynchronously, using LiveTex-Bot-Api.

But, although the methods of communicating with this

@End Channel⁠

are asynchronous, when using the LiveTex widget for the site, the

@Agent⁠

must transfer the settings for the widget (see

Additional configuration when using the LiveTex widget⁠

) in synchronous mode - in response to the first HTTP request from LiveTex to the

@Project Channel⁠

) .

Important: LiveTex 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 LiveTex

Mapping  of Channel variables from LiveTex

Channel variable

End channel

Variable in the body of an incoming request from a channel

Peculiarities

channel_visitor_id

Livetex

message.client.id

channel_conversation_id

Livetex

message.dialog.id

channel_visitor_firstname

Livetex

channel_visitor_lastname

Livetex

channel_visitor_account

Livetex

channel_visitor_phone

Livetex

channel_visitor_email

Livetex

channel_visitor_source

Livetex

channel_visitor_auth

Livetex

channel_visitor_location

Livetex

channel_reply_to

Livetex

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Communication in LiveTex

Communication in LiveTex

Functionality

Channel

Availability

Description

channel_chat_id

Livetex

Yes

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

Livetex

Yes

Buttons

Livetex

Yes

It is possible to format the location and view using html tags, they are sent in the button slot and processed on the Livetex side

Transfer to operator

Livetex

Yes

Works in a widget on the LiveTex website, not known in other channels.

To transfer the dialogue to the operator, use the

@Change Chat Mode

⁠

slot.

Transferring files as files from the Agent

Livetex

Yes

Transferring files as links from the Agent

Livetex

Yes

Important: In the widget on the website, files are displayed in two messages, one message contains a link to the file, the second - a file to download, both open in the browser.

Receiving a file from the Bot User into a script

Livetex

Yes

Important: In the widget on the website, files are displayed in two messages, one message contains a link to the file, the second - a file to download, both open in the browser.

Receiving geolocation from an Bot User in a Script

Livetex

Delivery of messages over 1000 characters from Agent to Bot User

Livetex

Yes

It is possible to change text, insert hyperlinks, format location and view using html tags, they are sent in the Text slot and processed by Livetex

Markdown usage

Livetex

Mailing with Notification

Livetex

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