Introduction

If you’re recommending bots to your agents, so the agents can delegate conversations to them, it can be a challenge for an agent to know when the bot has finished its work. The agent must check back repeatedly on the bot’s progress.

LivePerson Conversation Builder solves this issue for Conversation Assist by providing a system pattern (LP_REMOVEBOT) that automatically and silently removes the bot from the conversation.

When you use this system pattern, the bot is removed, but the conversation itself remains unaffected, i.e., it remains open. Before leaving the conversation, the bot should notify the agent via a private message that it has finished its work and is exiting the conversation, so the agent can reengage the consumer appropriately.

If the agent has transferred the conversation to a queue prior to the bot’s removal, then no human agent remains in the conversation. But in this case, the conversation in the queue can simply be reassigned as appropriate.

Setup

Setup happens entirely within the bot in Conversation Builder, so open the bot to get started.

At the end of the business flow that the bot must complete, insert a Private Message interaction to notify the agent that the bot has finished its work and is exiting the conversation. Then follow that interaction with a Text statement that includes the system pattern LP_REMOVEBOT.

Example of the prescribed guidance: Interaction that ends the business flow, followed by a private message to the agent, followed by a Text statement with the system pattern that removes the bot

Make similar configuration changes in each dialog that requires it.

The "bot removal" Text interaction’s Next Action is only executed if the bot removal fails for some reason. Configure this as you see fit.

Best practices

  • Before the "bot removal" Text interaction:

    • Include a private message to the agent to notify them that the bot has finished its work and is exiting the conversation. This is so the agent can reengage the consumer appropriately.
    • Consider also sending a message to the consumer to notify them of the same.

  • To ensure all preceding interactions are processed and sent as desired, add a short interaction delay (5 seconds or so) to the "bot removal" Text interaction.

Troubleshooting

  • If you encounter issues, try restarting the bot's agent connectors if present and online.

FAQs

How can API failures be handled?

An API failure should be rare, but if it happens, and if the conversation has been delegated to the bot via a Conversation Assist recommendation, the agent can manually remove the bot from the conversation. The Remove bot option is available.