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  • Overview
  • URL-based Handoff
  • Message Brokering-based Handoff
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Service Management

Live Agent Chat / Handoff

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Overview

As part of smart handoff, Moveworks provides options to handoff a user to an agent. This can be done in the following three ways:

  1. URL-based handoff: Moveworks Assistant redirects the user to a URL, passing any context via URL parameters (if supported by the Live Agent platform). This can be any URL that is accessible by your employees.
    1. Example Systems: ServiceNow Connect Chat, ServiceNow AWA, Five9, BeyondTrust, InContact, Compucom, Intrasee, Five9
  2. Message Brokering-based handoff: Moveworks Assistant brokers message back and forth via API connection
    1. Supported Systems: ServiceNow, AWS Connect, Glia, & 8x8
  3. API-based: Assistant leverages Live Agent Chat system APIs to add a user to the correct queue.
    1. Supported Systems: Vayusphere & BeyondTrust
  4. Channel based: Bot posts message in channel for agent to pick up and reach out via chat system.
    1. Supported Systems: Microsoft Teams, Slack, Google Chat, & Cisco Webex

URL-based Handoff

Supply a URL that redirects users to the web page for live agent conversation. Then, configure the Moveworks Assistant to deep link users to that page in a browser when they click the “Request live agent” button in chat.

If the chat platform supports it, we will pass the user’s last utterance to the live agent chat.

Message Brokering-based Handoff

Live Agent Message Brokering connects users to agents in the same chat as the bot for the most popular systems that can support it (ServiceNow, Amazon Connect, etc.). This experience is not only seamless for users of the Moveworks Assistant, but also seamless for the agents as well. They need not learn any new tools or interfaces, they simply work in the same place and manner that they always do, and it will feel just like a user has opened up a chat natively with them.

API-based

Your organization’s live agent chat system supports API Based integration. Moveworks configures the “Request live agent” chat button to place the user into the queue by calling the Live Agent Chat system’s API, and the user will then be linked over to the Live Agent chat system to speak with the agent.