Real Time Communication APIs workshop, Elyran Kogan, Liveperson
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Transcript of Real Time Communication APIs workshop, Elyran Kogan, Liveperson
Agenda• LivePerson Messaging API• Agent API major capabilities• Agent Bots implementation• Interactive Demo – integration with Telestax SMS
LivePerson Messaging API• Based on Websocket• Asynchronous• Request - Response• Subscribe - Notifications
AgentConsumers
LivePerson Messaging Server
Agent Bot
Messaging API - Agent Major CapabilitiesAgent Status• The availability of the agent
• When status is not online – not available for new conversations
Messaging API - Agent Major CapabilitiesAccept conversation• Ring = conversation waiting for an agent
• Rings are sent to the agent by the routing service
• Accept or reject a ring
Messaging API - Agent Major CapabilitiesPublish events• Content – text / file
• Presence – present / typing
• Status – message accepted / read
Messaging API - Agent Major CapabilitiesConversation Actions• Transfer to another skill
• Transfer back to the queue of the same skill
• Change the urgency of the conversation
• Close the conversation
Messaging API - Agent Major CapabilitiesGet User Profile• Get the personal info the user has exposed
• Personalize the consumer’s experience Show the consumer’s Photo
Refer to the consumer by his name
Agent Bot Initialization FlowAgent
Websocket opened
Get current Conversations
Conversations notifications
Server
Connect
Authenticate
Agent TokenAuth
Server
Agent Bot Conversation FlowAgent Server Consumer
Request new Conversation
Ring
Conversation accepted
Conversation Created
Conversation updatedConversation updated
“Hi there!”
Agent: “How can I help?”“How can I help?”
Consumer: “Hi there!”
Close Conversation Conversation Closed
• Spring Boot Java App - POC
• Source code:
• https://github.com/elyrank/LivePerson-Messaging-Agent-Bot