Live agents

Owned by Danil Chernovalov (Unlicensed)
Last updated: Nov 19, 2021

If Koji is unable to help a user in a particular case, the user can ask to speak to an operator to find a solution. Operators, or live agents, use Slack or Microsoft Teams to ensure that users find the way out of a tricky situation.

 

Prerequisites

Operators can use two external channels: Slack or Microsoft Teams. To learn how to install Koji there, see the following pages:

Setting an operator account

To let someone act as an operator, a Jira Admin must perform the following:

1. In your Jira Service project, open Koji backoffice.

2. Go to Koji settings.

3. Enable the Transfer to a Live agent functionality.

4. Go to Configuration > Tenants > Tenant role setup.

5. To grant the Live agent role to a user, click the Set button.

Note that users must accept the invitation and connect to the chatbot before they are actually displayed in the list.

  • To learn more about adding new users, see the Adding new customers section on the Koji in Microsoft Teams page.

  • Connecting to the bot means that a user should start a conversation with Koji either on the portal, Slack, or Microsoft Teams.

Now the user with the Operator role can help people in the chat.

Asking to connect to an operator

Users might ask Koji to connect them with an operator. If there are available operators, Koji will patch them through:

Starting the shift

To be able to receive user’s requests, an operator must specify that they are available:

1. In Koji chat, an operator types #on. Now an operator is on duty and ready to speak to users.

Finishing the shift

When an operator is about to leave, they must specify that they are unavailable. To do so:

1. In Koji chat, an operator types #off.

Stopping a conversation

To stop a particular conversation with a user, an operator types stop or #exit. A user receives a notification that the conversation has been closed and they can continue talking to the bot.

Testing live agents functionality

To check how the live agents functionality works, you can create two customers in your project: one of them will act as a regular users, while another will act as an operator. You can test it either alone by logging in with these two users in different browsers, or ask a colleague to help. The idea is to simulate a situation when a user asks the bot to speak to a live agent, and the operator is available.

In the following sample, Anna is a user who is requesting to talk to an operator. Jack is an operator, who receives the messages from Anna.