By creating an RingCentral Engage Endpoint in COGNIGY.AI, you can utilize the power of chatbots to respond to customers outside of your agents' working hours.
This tutorial covers the necessary steps for creating and connecting a RingCentral Engage Endpoint. If you want to get information about assigning a Flow to the Endpoint and setting up the Data Management see Endpoints.
Requires a RingCentral Engage Subscription
This guide assumes that you already have an active RingCentral Engage subscription.
Requires "Admin" role in RingCentral Engage
The steps described in this guide are only executable by users with an "Admin" role.
Requires access to an active Source
This guide expects you to have access to an active source in your RingCentral Engage platform.
1 Create a RingCentral Engage Endpoint in COGNIGY.AI.
2 Integrate the RingCentral Engage Endpoint with your RingCentral Engage Platform
The first thing you need to do is to create a RingCentral Engage Endpoint in COGNIGY.AI. In order to do this, navigate to your Project, click on the button in the lower left corner and create an Endpoint.
After creating your Endpoint, you should be navigated to the Endpoint configuration of your RingCentral Engage Endpoint. Here you need to set the Flow that the Endpoint should point to, and you can change the NLU Connector of the Endpoint.
Now that you have created the RingCentral Engage Endpoint, all that is left to do is to connect it to RingCentral Engage. The RingCentral Engage Endpoint contains
RingCentral Engage setup which are settings we need in order to connect to your RingCentral Engage Platform.
The next chapter will describe where you can find these settings in your RingCentral Engage Platform.
Your role on RingCentral Engage must be Admin
Your user on RingCentral Engage must have permissions on sources (read, reply)
In the "ADMIN" section in the top bar of your RingCentral Engage platform, navigate to "API access tokens" from the sidebar on the left.
Click the "+" button in the top-right section to create a new API Access Token.
Select an Agent that has access rights to read from and reply to the source you want to receive messages from.
The text next to your API Access Tokens name on the "API access tokens" page is the one required for the "Access Token" field in the Endpoint configuration within Cognigy.
Navigate to "Categories" in the sidebar of the "ADMIN" page.
In the "ADMIN" section in the top bar of your RingCentral Engage platform, navigate to "Categories" from the sidebar on the left.
Click the "+" button in the top-right section to create a new Category.
Fill out the "Name" field (e.g. Cognigy), leave all other fields to their default and confirm by clicking "Save".
Repeat that step twice to create the "Bot" and "Agent" category and select the previously created "Cognigy" category as a parent.
You should end up with a "Cognigy" category with "Agent" and "Bot" subcategories.
Categories can be assigned to conversation threads within the RingCentral Engage platform.
If a message arrives in a thread that has the "Bot" category assigned, that message will be processed by the Cognigy bot.
"Bot Category Id" + "Agent Category Id"
By double-clicking the "Bot" or "Agent" category, its configuration page will open. In the URL at the top of your browser, the category id will show in the URL:
xxxxx.engagement.dimelo.com/admin/categories/ CATEGORY_ID /edit
These Ids are needed for the "Bot Category Id" and "Agent Category Id" fields in the Endpoint configuration at Cognigy.
Navigate to "Sources" in the sidebar of the "ADMIN" page.
Find the source you want to connect to Cognigy and click it to open its configuration.
In "MESSAGE SETTINGS" -> "Default Categories", select the previously created "Bot" category and save the source configuration.
When a new thread is started using this source, it will automatically get the "Bot" category assigned, causing the Cognigy bot to process that message.
Navigate to "Webhooks" in the sidebar on the "ADMIN" page.
Click the "+" button on the top right to crate a new Webhook.
In "Api access token", select the previously created Api Access token.
Set "Active" to "on" with a checkmark.
For "URL", insert the Endpoint URL from your RingCentral Engage Endpoint within Cognigy. You can copy it to your clipboard by clicking it in your Endpoint Configuration.
Fill "Secret" with the value of the "Secret" Field of the RingCentral Engage Endpoint withing Cognigy.
The "Secret" text value in the RingCentral Engage Webhook configuration is the same value to be added to the Endpoint configuration within Cognigy.
Set "Sources filtering strategy" to "No sources except".
In "Sources", select the source you want to forward to Cognigy.
In "Registered Events", add "content.imported" via the dropdown.
The "Verify token" field contains the text you need to fill into for "Verification Token" in the Conigy Endpoint.
By now, all required values for the Cognigy Endpoint are collected (note the green sections). Update the Endpoint configuration within Cognigy, then "Save" the Webhook within RingCentral Engage.
You are now finished connecting your RingCentral Engage Endpoint with your RingCentral Engage Platform! Open your Chat that is connected to RingCentral Engage and send a message - you will now get a reply from your Flow.
Updated about a year ago