Deploying a Bot – Live Assist for 365 Support

To deploy a bot, you need to create a new bot agent in the Live Assist Admin Portal, configure and assign the bot agent to a skill in the Engagement Portal, create a new engagement for web messaging, and connect the bot agent to the Conversation Builder bot.

1. Create a Bot Agent in the Live Assist Admin Portal

Go to the USERS > Bots tab.

Add a Bot.

Specify the following then hit

Nickname: Display name for the Bot
Connection Type: Select LP for the bot framework type

Note: A bot consumes 1 Live Assist license.

2. Assign the Bot Agent to a Skill in the Engagement Portal

Go to the User Management screen and you can see the new bot agent has been created.

Click the bot agent to edit the profile. Choose the API Key as the login method and Generate API Key.

For the maximum number of live chats, select No chats from the dropdown box. The bot agent will only handle Web Messaging, not Live Chat.

Assign an existing skill, or create a new skill, automatically assigning the bot agent to the new skill.

Then hit button.

3. Create an Engagement that Routes to the Skill you Assigned to the Bot Agent

Follow the steps outlined here to create a campaign and engagement for Web Messaging.

4. Connect the Bot Agent to the Conversation Builder Bot

Go to the Conversational AI > Conversation Builder.

Tip: If you haven’t created a Conversation Builder bot yet, watch this video for a quick guide.

Select your Conversation Builder bot from the list.

Click on icon and select Agent Connectors from the menu.

Click button and the Add Agent Connector dialog will appear.

Specify the following in the dialog:

Agent User ID: Select the login name of the bot agent you intend to use.
Role: Select the profile that's assigned to the bot agent you intend to use.
Conversation Type: Select “Messaging.”
Deploy to: Select either "Demo" (for testing) or "Production," as appropriate.