Integrating AI Agent with eGain Conversation Hub

You can seamlessly connect your AI Agent with eGain Conversation Hub to allow AI Agent to escalate to live chat. To configure this setting, see Escalation Settings.

The integration process involves setting up the eGain Conversation Hub integration by creating Queues and creating a chat entry point URL.

The Integrate Channel node is available only after saving a newly created AI Agent.

To connect AI Agent with eGain Conversation Hub:
  1. From the My AI Agents page, select an AI Agent you want to edit and navigate to the Integrate Channel section.
  2. Under Apps & Integrations options, locate eGain Conversation Hub and click Connect to start the setup.
  3. Read and follow the instructions displayed in the Instructions page to integrate your AI Agent with your eGain Conversation Hub application by creating and configuring a chat entry point. Please ensure to map the entry point to the 'web chat' channel configuration. To do so, navigate to Apps> Chat & Messaging > Channel Configurations in the Administration Console, and create a new channel configuration with the name 'web chat' and map the entry point you created by following the steps mentioned in the instructions.  Step 1
  4. In the Authorization step, provide the Chat Entry Point URL.

    step 2

  5. Click the Save and Connect button.