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Back to Agent Transfer Integrations NiceInContact is a customer experience (CX) platform combining digital entry points, prepared agents, and performance tools. The NiceInContact Agent integration allows you to hand off AI Agent conversations to live agents on Nice Chat. The AI Agent acts as a proxy between users and NiceInContact agents, facilitating seamless conversation handovers.

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Configuration

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Step 1: Create a User in NiceInContact

  1. Log in to https://login.incontact.com/ with your NiceInContact credentials.
  2. Navigate to Admin > Users and click Create New > Single User. Create new user
  3. Enter the following user details:
    • First Name
    • Last Name
    • Email
    • Username
    Enter user details
  4. Click Save and Continue. Note the username and password.

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Step 2: Register an App and Retrieve an API Token

  1. Log in to https://login.incontact.com/.
  2. Navigate to ACD > ACD Configuration > API Applications and click Create New.
  3. Enter:
    • Vendor Name: PlatformIntegration
    • Application Name: PlatformInt
  4. Under API scope, select only PatronApi. API Scope - PatronApi
  5. Click Create API Application.
  6. Copy the Application Secret and save it.

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Step 3: Create a Point of Contact

  1. Navigate to ACD > Contact > Point of Contact and click Create New > Single Point of Contact. Create Single Point of Contact
  2. Set Media Type to Chat.
  3. Enter Name, select Skills and Script, then click Create Point of Contact.
  4. Copy the Point of Contact key and save it. Point of Contact key

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Step 4: Enable the NiceInContact Agent

  1. Log in to the Kore.ai XO Platform.
  2. Select the AI Agent to configure.
  3. Navigate to App Settings > Integrations > Agent Transfer and click NiceInContact.
  4. On the Configurations tab, enter:
    FieldDescription
    Application NameName of the API application
    Vendor NameVendor name entered in the application
    Access TokenApplication Secret from Step 2
    Point Of ContactPOC ID from Step 3
  5. To make NiceInContact the default agent, enable Default Agent System for all app channels. Make NiceInContact the default agent
    This option is only available when multiple agents are configured.
  6. Click Manage to map channels. Customizing channel mapping
  7. Select the channels to use NiceInContact for handovers. See Adding channels to your app.
  8. Click Done. Channel mapping done
  9. Click Save to enable the agent.
  10. Publish the app. See Publishing App.

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Verify the Integration

  1. Log in to https://login.incontact.com/ with the user credentials from Step 1.
  2. Navigate to Applications > Max to launch the Chat console. Launch chat console
  3. Change status from Unavailable to Available. Change status to Available
  4. Click Connect. Start conversation
  5. Open the AI Agent with NiceInContact enabled.
  6. Create an Agent Transfer Node task (e.g., a Talk to Live Agent task with a LiveChats node configured to use Nice agent). See Agent Transfer Node. New Agent Transfer Node task
  7. Click Talk to Bot and enter Help.
  8. When the agent transfer dialog is invoked, NiceInContact Chat receives a notification.
  9. The conversation transfers to the NiceInContact agent and the connection is established. Connection established