Channels

Channel Integrations:

Channel integrations represents the written or verbal channels through which the end-user accesses the Virtual Agent.

Under the Integrations/Channels panel; the Name to specify the channel, the type and the provider are mandatory to be filled in. The name should be unique, and it is recommended that the name includes both channel and project info, such as Webchat_EN_BANKING. Under Type there are channels including Facebook, IVR, WebChat etc. Once the type is selected, one must also choose Provider.

You can see the supported type and provider list on the table. After the provider selection, all the information that is needed for the specified channel to create new integration such as service base URL and credentials is provided by the provider. Moreover, while designing the flow, a channel-based response option is offered. For example, a more casual language can be chosen from a channel like Whatsapp, while a more formal language can be chosen from a website.

Social media channels and meeting channel integrations takes place with Channel Hub in Knovvu Platform.

Whatsapp Integration

• Whatsapp integration is ensured through providers in some countries, and direct integration is also possible in some countries.
• It differs according to the integration providers, the common point of Whatsapp integration is that the phone number identifier is a must in any provider.

Supported providers are: Unifonic, Infobip, GraphWhatsApp, Connexease, Twilio

Knovvu Azure Integration

• On the channel hub side, Azure Bot Services can be performed via the document on this link for channel connection: https://learn.microsoft.com/en-us/azure/bot-service/bot-service-manage-channels?view=azure-bot-service-4.0
• Custom Chat Application can be connected through Direct Line API in Channel Hub Azure Bot Registration
• To establish the Knovvu Azure Integration, there should be a link between social media channels (which are supported by Azure) and Azure Bot Framework and, also a link between Azure Bot and Knovvu. In this document, you will find instructions to create a new Azure Bot and connect it to Knovvu.

Supported Channels by Azure are:

• Slack
• Telegram
• Facebook
• Teams
• Azure Web-Chat Plugin
  
  
• Chat clients on cloud systems. For chatbots on MS Bot Framework channels like Skype and Facebook, Azure Bot Services are used as an integration block.
• Channel Hub should be registered as a bot through Azure Bot Services for Skype and Facebook. Detailed information for “Bot Registration” can be found on Microsoft Azure website. While registration as a “Message Endpoint” binding hostname of Channel Hub service on IIS must be given such as “https://[hostname]/api/messages/[locationId]”.
• After Registration has been completed, from the “Settings” tab Microsoft App ID can be seen and Secret Key can be changed. Client Secret key will be created automatically when a new client has been added. This key value must be saved because it will be masked later. These AppId and AppPassword must be defined to Integration Setting of Channel Hub in Knovvu VA UI.

The list of Channel IDs

The external API users must use the following Channel ID list for conversation related API call.

"avatar-external"
"facebook-external"
"ivr-external"
"slack-external"
"sms-external"
"teams-external"
"telegram-external"
"webchat-external"
"whatsapp-external"
"sms-external"

If you are using the product through providers or webchat/mobile channels the Channel ID list as follows:

"whatsapp-connexease"
"telegram-connexease"
"facebook-facebook"
"whatsapp-facebook"
"whatsapp-infobip"
"facebook-azure"
"slack-azure"
"teams-azure"
"webchat-azure"
"telegram-azure"
"sms-twilio"
"whatsapp-sprinklr"
"facebook-sprinklr"
"avatar-uneeq"
"whatsapp-unifonic"
"whatsapp-360 dialog"
"whatsapp-twilio"
"webchat-sestek"
"webchatmobile-sestek"
"sms-twilio"

Lastly for internal UI tests the channel is called TestChat and the Channel ID is:
"TestChat"