ESS requires connection parameters to connect the ESS tenant to a chat project. Individual InteliWISE environment can host multiple projects, making it possible to connect a single chat environment to several ESS tenants with different chatbots.

Setting up connection between ESS and InteliWISE admin

To get the necessary connection parameters for ESS, follow these steps:

1. Login to https://my.inteliwise.com/integration

2. Look up the correct project and its embedding script. Save the Space ID and Installation ID.

3. In ESS admin under the settings tab, you will find the corresponding settings.

4. After setting up the values, verify that the chatbot widget is available in ESS as configured in InteliWISE.

Default location for the widget is bottom right corner, if nothing else has been set. Configuration of the chatbot widget is done in my.inteliwise.com. For full documentation on how to configure the chatbot logic and widget, see InteliWISE documentation here: https://help.inteliwise.com/chatbot/how-to-set-up-your-chatbot 

Configuring ticket polling from ESM

Using functions, it is possible to send tickets to ESM automatically with the chatbot. These tickets can be created for reporting purposes to collect all cases where users needed support and opened specific scenarios, or with simple forms, so that the user can then get for example the ticket ID. 

Tickets created in the chatbot can be polled from ESM to ESS as any other ticket. Using ESS tracking connector, it is possible to exclude some tickets from being polled to ESS. For example, if the user does not need to see tickets that were created by chatbot, they could be excluded with following polling condition in the ESS tracking connector:

<property name="incidentPollCondition" value="and $customer$ is not null and $contact_type$ != 'Chatbot'" />

This condition requires the tickets in ESM to have value 'Chatbot' in an attribute with attribute code contact_type.