Kiamo Livechat connector

This documentation describes the steps required to configure and enable the integration between your Dydu chatbot and the Kiamo contact center solution. It covers the actions to be performed sequentially within your Dydu interface (BMS) and then within your Kiamo environment.

Setting up the Kiamo Livechat connector

This documentation describes the steps required to configure and enable the integration between your Dydu chatbot and the Kiamo contact center solution.

Configuration on the Dydu side (BMS)

This first step is carried out directly within your Dydu interface. It allows you to activate the connector and retrieve the elements required to establish the link with Kiamo.

Activation of the connector

• Go to the Preferences > Bot menu.

• Select Kiamo from the dropdown list of available Livechat connectors.

Credentials and Webhook

Once the activation is complete, navigate to your Livechat Settings to configure the secure connection:

• Client ID: Enter the client identifier provided to you by Kiamo.

• Client Secret: Enter the corresponding secret key provided by Kiamo.

• Sender ID: In the Identity Mapping section, enter the sender identifier (senderID).

• Webhook Retrieval: On this same page, locate the Webhook URL generated by Dydu. Copy this address: you will need to provide it during the Kiamo configuration step so that both systems can communicate.

Custom Attributes (Optional)

If you wish to pass contextual information (collected by the bot during the conversation) to the Kiamo agent, you can configure custom attributes using the table format:

1. Click to add an attribute.

2. Name: Indicate the technical name of the attribute as it should be received by Kiamo.

3. Dydu Variable: Enter the bot's context variable containing the value to pass (e.g., name, email, reason).

Prerequisites on the Kiamo side

For the integration to function, your Kiamo environment must meet specific technical criteria.

Kiamo technical prerequisites:

• The Kiamo version must be 8.1.4.

• A Kiamo connected license is mandatory.

Information required for Kiamo:

• Webhook: You must provide Kiamo with the Webhook generated from the Dydu BMS during the previous step.

• KiamoID: This identifier must be filled in.

• Connector Name: Specify the desired display name for this connector within Kiamo.

Information provided by Kiamo:

• To allow conversation activation, Kiamo provides you with a Client ID and a Client Secret (to be entered into the Dydu BMS).

• The connector is added to the customer's dedicated Kiamo.IO space.

Activation and setup in Kiamo

Once the prerequisites are validated, the final activation takes place in the Kiamo administration interface.

Connector synchronization

1. Go to the Kiamo administration panel, then navigate to Integration > Messaging.

1. The chatbot connector should be visible but inactive.

2. If it is not displayed, trigger a synchronization with kiamo.io:

   • From the home page, click on your Kiamo version.

   

   • In the License tab, click Synchronize.

Service creation and association

1. Create a Messaging service and associate the connector with it.

1. Configure and activate this connector.

1. You can then associate this connector with a messaging script to trigger specific actions within Kiamo (such as silent recognition).

Handoff between the chatbot and the agent (Kiwi)

When the chatbot determines it needs to transfer the interaction to a human agent, the history of the exchange between the bot and the customer is transmitted to the agent based on your defined settings (in this configuration, the full conversation transcript can be passed along).

From this point forward, the conversation proceeds like any standard messaging interaction between the Kiamo agent and the customer.