Capacity Integration Progress

Adjust Message Panel for Bot Sessions

When a conversation is in a Bot session, we want to make sure that our clients still have full transparency into the conversation as it progresses. However, to prevent any accidental interuption of the bot flow, we are adjusting the visual treatment of the message panel to clearly indicate that the conversation is in an active bot session. 

Should the user want to take over the conversation from the bot, the module at the bottom that replaces the compose box will allow them to do so. We are displaying a message and a button alerting the user that the conversation is in an active bot session and if they want to transfer to a live conversation, they will have to hit the Claim button.

Hitting this button will trigger us closing the bot session and conversation session, sending a call over to Capacity to end the Guided Conversation session, and open a new, live session.

Add Responder Actions for Bots

We have added a new option within Keyword responders that allows clients to select if that Keyword should trigger a Guided Conversation session. This will only be available on Bot Enabled lines. Adding this functionality will allow our clients to have a variety of specific bot flows that can be triggered by specific keywords as opposed to a Catch-All.

General Integration Note: While we have made a lot of progress, none of these features are client-facing nor are they production ready. We are still in the process of doing the actual API integration with the Capacity platform.