Kommunicate provides a codeless integration with Amazon Lex. You can easily integrate a bot form bot section in Kommunicate dashboard. In this section, learn how to:
Integrate with Lex
Kommunicate needs below details to query your bot on your behalf. You can get this information from AWS console.
Access key ID & Secret access key : An access key ID and secret access key are required to sign requests that you make using the AWS SDKs. To get your access key sign into your AWS console as an IAM user, then navigate to your user name in the upper right section of the navigation bar. From the drop-down menu, select My Security Credentials. Then create an access key in Access keys for CLI, SDK, & API access section. You can find more detail in this blog.
Bot name in Lex platform : Lex requires a name for your bot when you create it. Once you created the bot, you can also get it from the bot list in Lex home page.
Bot alias : You create a bot alias when you publish the bot. It helps you to work with the multiple version of your bot. Update the bot alias in Kommunicate if you want Kommunicate to connect with specific version of the bot.
Region : AWS region where Lex service is running. You can find your region in top-right corner following the user name in AWS console.
Once you have above information follow below steps to integrate the bot with Kommunicate :
- Login to Kommunicate and go to bot section.
- Click the
Integrate Botin Amazon lex card.
- Fill the required detail and click next.
- Give your bot a name. This name will be visible to your users who interact with bot.
- Enable/Disable the
autoHandoffsetting if you want your bot to assign the conversation to a human agent in your team when conversation is hung up by bot.
- Click on
Let this bot handle all new conversation. All new Conversation started after the integration will be assigned to this bot and your bot will start answering them.
Welcome message from bot
When a conversation is created and routed through the bot, Kommunicate notify the Lex platform so that bot can send the welcome message to your users. Below is the message Kommunicate sends to the Lex -
You need to create an intent and add above string to the sample utterance section. Set the welcome message in the response of this intent.
This message is different from the Welcome Message you set in Kommunicate dashboard. If Welcome Message for bot and humans (configured from the dashboard) both are enabled, both welcome message will be sent to the users. We recommend disabling the Welcome Message from the dashboard in this case.
Bot to human handoff
Bot to human handoff allows you to seamlessly switch from a bot to a human agent when the bot is unable to answer the query on its own. After a certain number of times of being unable to understand the query your lex-bot will display a message known as the 'Hang-Up Phrase' and kommunicate will automatically handoff the conversation to the assigned human agent according to the Conversation Rules you've set up on your dashboard.
The Maximum number of retries before the bot hands-off the conversation and the Hang-up phrase can be configured from the AWS Lex dashboard in the
Error-Handling section in your bot's
Editor tab as shown in the picture below.