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Description

Wildix WebRTC Kite bot SDK is a sample bot. Web developers can work on it to customize it to different scenarios. 

The current implementation can be used out of the box for the following use cases:

• Provide an automated response to external WebRTC Kite users in case no agent is available during working hours (e.g. "All agents are busy at the moment, please try again later") 
• Provide an automated response to external WebRTC Kite uses in case they contacted the call group outside of the working hours (e.g. "Our offices are closed, please try again during the working hours: Monday through Friday from 9 AM till 6 PM").

Web developers can extend the behavior of the bot to use it in more complicated scenarios, for example, provide predefined options to the WebRTC Kite users from which they can choose, etc.

Web developers can find all the necessary information here: https://github.com/Wildix/kite-xmpp-bot 

This document explains the expected behavior and use cases of the basic implementation (out of the box) and the information on how to install the SDK.

Video Tutorial

https://fast.wistia.com/embed/medias/rvg6pk883k

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<script src="https://fast.wistia.com/embed/medias/rvg6pk883k.jsonp" async></script><script src="https://fast.wistia.com/assets/external/E-v1.js" async></script><span class="wistia_embed wistia_async_rvg6pk883k popover=true popoverAnimateThumbnail=true" style="display:inline-block;height:315px;position:relative;width:560px"> </span>

Current implementation

The sample bot has the following behavior:

• A new user is created on the PBX (Business license required); this user acts as a chatbot

• The chatbot user can be added to one or more call groups

  Note

  Note: In a call group, Kite chat requests are by default distributed according to Round Robin strategy: the next agent is selected on the list following the individual that received the last chat request. Chat request is sent to an available user and in case it isn’t accepted within 10 seconds, the request is forwarded to the next user and so on until chatbot (which would be the last user on the list) or the global timeout of 60 seconds is reached. Documentation: Wildix WebRTC Kite - Admin Guide - Distribution of Kite chat requests in Call groups Warning Important: In case of a small call group (with 4 or less users), users would have limited time to respond to chat request, before the chatbot sends a reply. For example, in case of 4 available users it is 40 seconds only.  So, it's recommended to use chatbot in call groups with at least 5 users or more.

  
  

• In case no agent replies within the specified timeout (1 minute by default) during working hours, the chatbot provides a certain predefined response; in case no agent replies during non-working hours, the chatbot provides a different predefined response

• It's possible to modify the static files in the SDK directory to specify the working hours/ non-working hours and the response messages from the chatbot 

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• WMS version: starting from WMS 5.02.20210127
• Business license or higher (assigned to the chatbox user)
• Last stable version of Node.js 

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1. Create a new user for the chatbot with extension 777999 (the extension is fixed, do not modify it) and assign it a Business license. 
2. Add this user to one or more call groups used for WebRTC Kite

Installation 

1. Download (and unzip) the SDK from https://github.com/Wildix/kite-xmpp-bot 

   Note
   Note: The files should be loaded on a separate server.

   
   

2. Run the following command from the Terminal/ Command Prompt to install all the required libraries in the file: 

   Code Block
   cd kite-xmpp-bot-master npm install

   
   

3. Edit config parameters in the file wbot/app/config.js:

   • domain: change to the PBX domain
   • xmppService: change service parameter to the PBX domain, e.g. 'xmpp://elenacloud.wildin.com:443' OR 'xmpps://elenacloud.wildin.com'
   • username and password: change to chatbox user's extension 777999 and web password (remember that 777999 is the fixed extension)

4. Run the bot using the command: 

   Code Block
   cd app node index.js

   
   

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