⛓️API channel

Create/Edit an API channel

To connect an API channel in NovaTalks, select API as the channel type when creating a new Inbox.

Main settings

The main settings show an Inbox name, Chatbot, Webhook URL, Conversation type, and Write first to a new client option.

1. Inbox name

2. Chatbot - a chatbot connected to a channel (Setting up in the Chatbots).

3. Webhook URL - webhook URL used to connect messengers.

4. Conversation type - a type of inbox from which a customer contacts you. Namely: Chat, Social Media, Email or Call.

5. Can write first to a new client - this feature allows agents to initiate contact (write/call) with new customers.

6. Channel for writing first to a new client - an option to select a preferred channel for contacting first new customers.

Configure conversation handling

1. Utilization, % - an indicator that shows how much a certain dialogue utilizes an agent. Possible values: 0 - 100.

   Depending on the value of this parameter, the current utilization of an agent is calculated (the sum of the utilization of dialogs assigned to this agent).

   When automatically distributing dialogs, an agent utilization should not exceed 100%.

   Therefore, the lower the utilization value of a dialog assigned to a team, the more dialogs can be automatically distributed to an agent and vice versa.

2. Auto Assignment Limit - the maximum number of simultaneous conversations an agent can handle within a given Team and Conversation type. Once this limit is reached, ACD will no longer assign similar dialogues to that agent.

3. Auto Answer is the option that determines if a dialog is accepted automatically when assigned to an agent.

4. Alerting Timeout - the duration an agent has to accept or reject a conversation. If an agent does not respond within this time, the conversation returns to the beginning of the queue, and the agent's status changes to Busy substatus Not responding.

The option is available only if the Auto Answer option is disabled.

1. Wrap-up codes - special codes used to categorize dialogs with customers. They are selected by an agent after resolving a conversation.

2. Wrap-Up Timeout (sec) - the time limit for selecting a Wrap-up code. If an agent does not react within the specified time, a conversation resolves, and the Wrap-up code is not set.

Agents

The list of agents included in an Inbox.

View and create a channel

Steps to view the settings of a new channel and confirm its creation.