Adding another 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 another 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.
To create an Inbox, a channel name and a webhook URL needs to be set. Go to the Cognigy Endpoint Editor to retrieve it.
The webhook URL is the Cognigy.AI Endpoint Config URL domain plus /handover/liveagent.
| 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.
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.
| 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, set up a Flow with a Handover To Agent Node, as seen in the following screenshot.
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, visit our Live Agent documentation here: