You can use policies you have created to route conversations by sending conversations to the Conversation Orchestrator Skill in Conversational Cloud. Conversation Orchestrator will evaluate all the policies and then execute those policies (e.g. transferring the conversation to a skill).

This is appropriate if:

Create a Conversation Orchestrator Bot User In Conversational Cloud

A bot needs to be created in Conversational Cloud for Conversation Orchestrator to receive conversations and then route them to an appropriate skill or agent. We use Conversation Orchestrator as the name, but it could be any bot name.

  1. Login to Conversational Cloud, and go to the Users tab, click Action and select Add

  2. Select bot type and type in a name (e.g. mavenBot)

  3. Select “Generate API Key”

  4. Copy the API key for later use

  5. Select the Agent role

  6. Set the Max no. of live chats to Unlimited

Setup Campaign and Skills in Conversational Cloud

To route your conversations to Conversation Orchestrator, you need to create at least one skill

  1. Create a new skill called “Conversation Orchestrator” and assign the Conversation Orchestrator bot user to this skill. We have used Conversation Orchestrator as the skill name, but any name is acceptable.
  2. Assign the Conversation Orchestrator bot user to this skill.
  3. In the Engagement Settings under the Routing section, select Specific skill and then set it to maven.

####Optional

If you want to combine your existing skills with Conversation Orchestrator please setup the following

  1. For each skill in your campaign that you want Conversation Orchestrator to handle routing create a new skill with the name "maven:{skill name}". For example if there is a skill called “Billing” that has agents handling billing inquiries create a new skill called “maven:Billing”
  2. Assign the Conversation Orchestrator bot user to this skill.
  3. In the Engagement Settings under the Routing section, select Specific skill and then set it to this skill.

This allows Conversation Orchestrator to handle incoming conversations and also keep a track of the original skill that was set by the brand. If no policy is executed, Conversation Orchestrator uses this to transfer the conversation to the original skill, for example “Billing”.

Provide Bot User Credentials to Conversation Orchestrator

  1. On the Left Navigation, select Intent & Context Policies, scroll down, and then click the Bot config button

  2. Fill out the credentials that you saved during the previous step