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Customer password - customer_Pas$w0rd
Live agent username - koji.agent@gmail.com
Live agent password - agent_ Pas$w0rd
JSDM project name - Certification
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The authentication is carried out successfully, the bot accepts and processes your initial input.
Setup scenarios
Customizing the bot
As a JiraAdmin go to Projects > Certification > Koji backoffice.
In Koji backoffice, go to Koji settings > Global settings.
Bot name
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Press Edit button
Provide a bot name i.e. My Bot. Save changes
Refresh the page. Open the chat. New bot name appeared
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Go back to Koji settings. Try
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Refresh the chat. Default name Koji appears.
| Info |
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Note that only bot name will be changed, that only affect bot messages texts, application/connector name will now be affected. |
Bot avatar
Upload the valid image file with bot avatar following the instructions below
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Refresh the chat. New bot avatar will be in use.
Remove the image you uploaded from File manager.
Refresh the chat. The default Koji avatar will be used.
| Info |
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Note that these changes only affects bot avatar in JSM portal, application logo or bot connector avatar will not be affected. |
Welcome message
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Press Edit button
Provide a message. Save changes.
Refresh the page. Open the chat. New message will appears.
Go back to Koji settings. Try the following option:
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Refresh the page. Open the chat. Default welcome message appears.
| Info |
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Note that these changes only affects welcome message in JSM portal, application initial message will not be affected. |
Conversation scenarios: interactions
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The bot will send the message that conversation is finished and provide options in order to start a new one.
Live agent support
No operators available
Steps
As a user, go to the chat.
Start a new conversation.
Type
talk to operator.
Expected result
The bot replies that no operators are available and that you can create a request.
Transfer to an agent
Prerequisites
As a JiraAdmin go to Projects > Certification > Koji backoffice.
In Koji backoffice, go to Koji settings > Live agent.
Enable the Enable the live chat so your customers can interact with live agents. parameter:
In Koji backoffice, go to Configuration > Tenants > Tenant role setup.
Set role Live agent to your customer.
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Steps: agent preparation
As a user, go to the chat.
If authentication is not passed yet, provide the credentials.
Start a new conversation.
Type
#on.
Expected result
The bot will send a message about ‘on duty’ status.
Steps: transfer to an agent from user side
As non-agent user go to chat (may use portal chat or chat component inside Koji backoffice).
Start a new conversation.
Type
transfer to an agent.
Expected result
The bot will send a message that agent will take this conversation and got a summary.
If user send a message, this message will also be sent to a live agent.
If agent send a message, user will see it on user’s side with agent’s name.
Steps: transfer to an agent from agent side
As an agent go to chat.
Prepare yourself as ‘on duty’ as it is described above.
Wait for a user who ask talking to a live agent
Expected result
The bot will send the username and conversation summary.
If user send a message, this message will also be sent to a live agent.
If agent send a message, user will see it on user’s side.
Steps: closing the conversation
From any side (agent or non-agent user) in a chat type
#exit.
Expected result
The bot will send a message to both sides that conversation is finished.