Teams Workspace
Feature Overview
The Management view provides a comprehensive environment for organizing your support structure, where you can create specialized agent teams based on expertise, assign agents to these teams with defined scopes, configure intelligent routing rules across WebChat and WhatsApp channels, establish private supervisor communication channels for internal assistance, automate customer interactions with customizable greeting and reminder messages, and access detailed conversation archives for ongoing quality assurance and training purposes.
To properly configure your conversation routing system, follow these next steps:
1. Configure SCAI bots in the Messaging Portal
The first step to create a functional conversational loop is to register your bot configurations inside the Messaging Portal (it is the only time you would need to enter the portal).
To register a new bot, enter your SCAI portal and gather the different key values that characterize your bot, use the table below to find the corresponding values:
Organization Variables
Organization name
Name of the organization in EVA
Organization keycloack url
Obtain by pressing F12 during login; looks like:
https://keycloak-americas-admin.eva.bot
https prefix required
Organization uuid
Found in the URL after logging into EVA
Environment Variables
Environment client ID
Found in the "Environments" section in EVA
Environment Secret
(SCAI Secret key)
Provided when the organization is created. Request from NTT team
Environment API key
Visible in the environment under the top key labeled "API key" when in the environment site
Environment uui
Indicated in the environment selector table as "environment key"
Envirnment instance
Request from NTT team Example: api-americas-instance1.eva.bot
https prefix NOT required
Bot Variables
Bot uuid
Found within the bot's URL
channel uuid
Found in the bot's integrations section labeled as channel UUID
Once you have located the different values for your bot, proceed to enter the portal URL, and open the "EVA configurations" section under the "Administration" category from the left-side menu:
From this section, you will be able to create a new bot register by pressing the "New configuration" button:
Now you can register your bot in the form that appears (only starred inputs are needed):
Now that you registered your bot on the portal, you will be able to select it as a destination for a newly created Source inside the Console control panel.
2. Setting Up a New Source
In the context of managing communication channels, it is essential to set up routing rules. Begin by setting up Sources to route the conversations from an origin channel to a selected bot:
Enter name and description.
Identify Channels: Choose the source of incoming communication, such as WebChat or WhatsApp.
Select the Source routing (WebChat): For WebChat sources, select an available bot to route the WebChat to when the users contact your WebChat.
Select the Source routing (WhatsApp): For WhatsApp sources, select an available phone as the origin and a Bot for routing the users.
By clicking in you newly created webchat Source, you will be able to visualize the scripting code needed for creating the widget in a website. If you select instead a Whatsapp Source you will be able to check the properties from the routing.
3. Create agents
When adding a new agent, a password creation email will be sent on behalf of the SCAI service to the agent, for the corresponding organization of the company account.
Once a password is created for the organization, the agent may use their credentials to enter the Live Agent Console
4. Create Teams
After the routing configuration, you can now establish the organizational structure that will handle the messages coming in by creating teams. To add a new team, populate the pop-up modal with the required information:
Team's name and description
Desired Source
Think of specialized teams based on expertise areas, product knowledge, places, or language capabilities.
If a source has generated any traffic, it cannot be edited to preserve tracking data integrity.
To preserve data referencing integrity, created entities (Sources, Teams, Agents) may be disabled, but never eliminated completely.
5. Assign Agents to Teams
Finally, add agents to one or multiple teams based on their skills and training.
To add a new agent, populate the pop-up modal with the required information:
Agent's name and email.
Define the role according to its capabilities within each team. See table of roles and permissions
Assign to one or more teams according to their skills and training
Every time a new agent is registered, an email is sent to the email address with a link to create its own credentials to access the SCAI service and later on to the platform.
Once an Agent has been created, you can freely assign it to different teams by editing their properties.
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