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Adding an Additional Inbox for your Project

Although normally you will not need to manually create an Inbox for your Project, you can create additional Inboxes in Live Agent and set them up for handover in your Flows.

This may be necessary if you require a second Inbox for a single Project or Bot.

Add an additional Inbox in Live Agent

From the Live Agent Dashboard screen, click on Inboxes in the sidebar.

You can also add new Inboxes from the welcome message, or by clicking on the plus button next to Inboxes in the sidebar

Live Agent will show you a screen to configure your API connection.

Live Agent Add Inbox Screen
Live Agent Add Inbox Screen

To create an Inbox, a channel name and a webhook URL needs to be set. Go to the Cognigy Endpoint Editor to retrieve it.

Cognigy AI Endpoint Configuration Screen
Cognigy AI Endpoint Configuration Screen

The webhook URL is the Cognigy.AI Endpoint Config URL domain plus /handover/liveagent.

Live Agent API channel Screen
Live Agent API Channel Screen
Field Example Value Description
Channel Name Inbox name Name for the channel name
Webhook URL https://endpoint-trial.cognigy.com/handover/liveagent https://endpoint-trial.cognigy.com is the Cognigy.AI endpoint config URL domain

After adding the URL, Agents need to be assigned to the new Inbox. Start typing their names, select them from the selector, and click on Add Agents.

Live Agent Add Agents To Inbox Screen
Live Agent Add Agents To Inbox Screen

Now note down the Inbox ID of your new Inbox. The Account ID and Inbox ID values can be found on the Live Agent URL after creating the Inbox.

Live Agent Account ID and Inbox ID
Live Agent Account ID and Inbox ID
Field Example Value
Live Agent URL cognigy-live-agent.com/app/accounts/1234/inbox/4405
Account ID 10
Inbox ID 25

Now your additional Inbox is almost ready.

Configure a Flow for Handover to the Additional Inbox

To begin using your new Inbox, setup a Flow with a Handover To Agent Node, as seen in the following screenshot.

Cognigy.AI Handover Flow Screen
Cognigy.AI Handover Flow Screen

Within the Handover to Agent Node you need to set the Live Agent Inbox ID field under Live Agent Settings with the Inbox ID of your additional Inbox.

You have now completed the setup for an additional Inbox.

See Further Live Agent Documentation

For more, please visit our Live Agent documentation here:

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