Graphlogic.ai documentation

Omnichannel platforms

Webim (External Bot API 1.0)

⁠

Webim⁠

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

@Bot⁠

in one or more communication channels.

Connection

1. Bot configuration on Webim side

First of all, you need to configure it on the Webim side.

Go to Settings → Bots.

⁠

Click Create New Bot button and fill out the following fields:

Agent for the bot — select the operator to which the bot will be attached; it is recommended to create separate operators for bots.

Bot type — select Smart bot.

Sorting order — the order determines where in the list of bots this bot will be located. The lower the number, the higher the priority.

Status — select the bot status.

Version — select version 1.

State — enter the webhook address, it can be obtained when setting up the

@Project Channel⁠

— see paragraph

Agent channel configuration in the Platform⁠

⁠

⁠

This completes the

@Bot⁠

configuration in Webim.

2. Agent channel configuration in the Platform

You need to create and configure an

@Project Channel⁠

with the “Webim” connector.

Click on the agent settings button.

⁠

Click the Add channel button.

⁠

The

@End Channel⁠

selection panel will open.

⁠

Select

@Webim (External Bot API 1.0)⁠

The

@Project Channel⁠

creation panel will open.

⁠

Optionally, enter a title for this

@Project Channel⁠

in the Name field with the placeholder New channel.

⁠

Copy the link from the Chatbot webhook URL field and paste into the Link to external API field in the

@Bot⁠

settings in Webim.

⁠

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 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 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 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 this

@End Channel⁠

occurs using a synchronous method, using

Webim External Bot API 1.0.⁠

⁠

Since the

@End Channel⁠

is synchronous,

@Conversation⁠

occurs according to the scheme Request from Webim - Response from the Agent, this imposes some restrictions and features on

@Conversation⁠

To transfer to an operator using

@Change Chat Mode⁠

, this

@Slot⁠

must be after the

@Wait For Reaction⁠

@Slot⁠

: in response to a Response with a message from the

@Bot User⁠

, a Response will be sent with a control command to transfer the

@Dialog⁠

to the operator

The

@Agent⁠

can only respond to messages, but cannot be the first to send messages to the

@Chat⁠

of this

@End Channel⁠

through the

@Timer⁠

@Slot⁠

@Incoming Request Slot⁠

, since in this case there will be no Request from Webim to which a Response can be given.

Important: when
@Timer⁠
or
@Incoming Request Slot⁠
is triggered, the
@Agent⁠
will start the corresponding
@Script Branch⁠
and follow the
@Script⁠
, stopping at the
@Input Waiting Slot⁠
, while messages sent before this
@Slot⁠
will not actually be delivered to the
@Agent⁠
.

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

If any error occurs in an API request (the response differs from the expected one or the request was closed after a timeout of 5 seconds), the chat is automatically transferred to the general queue of operators.

Mapping of Channel variables from Webim

Mapping  of Channel variables from Webim

Channel variable

End channel

Variable in the body of an incoming request from a channel

Peculiarities

channel_conversation_id

Webim (External Bot API 1.0)

chat.id

channel_visitor_id

Webim (External Bot API 1.0)

visitor.id

channel_visitor_firstname

Webim (External Bot API 1.0)

visitor.firstname

channel_visitor_lastname

Webim (External Bot API 1.0)

visitor.lastname

channel_visitor_account

Webim (External Bot API 1.0)

visitor.username

channel_visitor_phone

Webim (External Bot API 1.0)

visitor.phone

channel_visitor_email

Webim (External Bot API 1.0)

visitor.email

channel_visitor_location

Webim (External Bot API 1.0)

visitor.location

channel_reply_to

Webim (External Bot API 1.0)

No results from filter

⁠

Communication in Webim

Communication in Webim

Functionality

Channel

Availability

Description

Transferring files as files from the Agent

Webim (External Bot API 1.0)

Yes

channel_chat_id

Webim (External Bot API 1.0)

Yes

format <webim chat_id>|webim

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

Webim (External Bot API 1.0)

Messages will not reach the

@Bot User

⁠

in this case. Only

@Agent

⁠

messages sent in response to his actions or to service messages, if enabled, will reach the

@Bot User

⁠

Transfer to operator

Webim (External Bot API 1.0)

Yes

Using the slot

@Change Chat Mode

⁠

Important: before

@Change Chat Mode

⁠

there must be

@Wait For Reaction

⁠

Transfer to the operator will also occur if webim does not receive a response from the

@Agent

⁠

within 5 seconds

Buttons

Webim (External Bot API 1.0)

Yes

Transferring files as links from the Agent

Webim (External Bot API 1.0)

Yes

Transferring files as files from the Agent

Webim (External Bot API 1.0)

The

@Attachment

⁠

slot will pass a text link

Receiving a file from the Bot User into a script

Webim (External Bot API 1.0)

Receiving geolocation from an Bot User in a Script

Webim (External Bot API 1.0)

Yes

A link like this will be sent to

@client_message

⁠

https://www.google.com/maps/search/?api=1&query=62.174535,-75.937498

⁠

Delivery of messages over 1000 characters from Agent to Bot User

Webim (External Bot API 1.0)

Yes

Markdown usage

Webim (External Bot API 1.0)

Mailing with Notification

Webim (External Bot API 1.0)

No results from filter

⁠

Connection

1. Bot configuration on Webim side

2. Agent channel configuration in the Platform

Editing and Deleting Agent Channel

Communication

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

Mapping of Channel variables from Webim

Communication in Webim

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