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Manage Chatbots

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Moveworks aims to accelerate and autonomously resolve IT tickets or surface relevant knowledge articles to an employee query. To do this, Moveworks needs access to the Chat Systems (like Slack, MS Teams). Once an Account is implemented and your company specific bot is created with the help of Moveworks Team, the next step is to Deploy the bot on a chat system (like Slack, MS Teams).

This document walks through the exact steps to successfully implement and integrate the Moveworks Bot in Chat Systems.

What can you do with the Deploy Bots module?

With this module, you can easily deploy chatbot on different chat systems of your org. Furthermore, you can also set the customer friendly nam of the bot for that chat system for your org using this module.

Prerequisites

Before proceeding for deploying a bot on a Chat system like Slack, MS Teams, etc, please ensure that:

  1. Your account is implemented and org has been initialised. Work with your CSM or CSE to ensure this.
  2. Your org specific bot has been created and initialised in Moveworks.

Supported Chat Systems

Following are the supported chat systems for deploying a bot:

  1. Slack
  2. Microsoft Teams
  3. Google Chat
  4. Facebook Workplace
  5. Webex
  6. Moveworks for Web (Moveworks web-embedded chat on your Systems like Service Now)

Configuring Chatbots

Please follow the below steps to deploy the Bot on a new Chat System:

  1. Go to Chatbots > Deploy Bots in Moveworks Setup
  2. Click on Create
  3. Select the Channel. It is the channel for which ChatBot configuration is required. E.g. Slack, Microsoft Teams, Moveworks for Web chat.
  4. Select the Integration ID. Integration ID refers to the connector that is used for Chat Integration.
    E.g. msteams can be the Integration ID corresponding to the MS Teams Chat integration (can vary based on connector implementation).
  5. Input the Bot ID.
    Bot ID identifies which account we are using to send messages from.
    1. For Microsoft Teams AppStore: use 28:b8ec4e1a-e05a-49d0-ba3a-05119b8b62c0
    2. For Microsoft Teams Bot Registration: set value to format of 28:app_id
    3. For Slack: Bot ID starting with B
    4. For webchat: set to 1234. Bot ID will be generated automatically upon saving the configurations
    5. For Google Chat: use the bot email address
    6. For other chat systems: copy the id from the appropriate setup page
  6. Add the Bot Name (Moveworks Identifier)
    Bot Name is the unique identifier of the Bot within Moveworks. This should be in the format of orgname-channel (eg. moveworks-slack or moveworks-webchat). When submitting, match the Config Title with this value.
    Note: This cannot be changed once it is submitted.
  7. Set the Bot Friendly Name. It is the Customer-facing name of the bot. This is generally the same across all bots for an organization.
  8. Select the Chat System from the Channel Configurations dropdown. For eg. Select Slack, if you want to deploy your chatbot on Slack.
  9. Add relevant system specific configs for the channel.
    1. Refer to the detailed guide here for all the systems
    2. Contact your Chat System admin for guidance on required Chat system configs.
  10. Click on Submit
  11. Please ensure that while submitting the config, you are providing the same "Bot Name(Moveworks Identifier)" in the config title.

With these easy steps, you would be able to deploy the Chatbot on your channel of choice.

How to Guides

  1. How do I deploy a bot on a Chat System?

    1. Go to Chatbots > Deploy Bots in Moveworks Setup

    2. Click on Create

    3. Fill the relevant Bot specific details

    4. Add Chat System specific credentials

    5. Click on Submit

    6. Please ensure that while submitting the config, you are providing the same "Bot Name(Moveworks Identifier)" in the config title.

      Please refer to deploy Bots documentations for details steps for step # 3 and #4.

  2. How do I set the Bot friendly name?

    1. Go to Chatbots > Deploy Bots in Moveworks Setup
    2. Create a new Deploy Bot configuration, if you are deploying a bot on a new channel or click on edit on an existing deployed Bot config
    3. Input the bot name in this field "Bot Friendly Name". It is the Customer-facing name of the bot. This is generally the same across all bots for an organization.
    4. Add Chat System specific credentials, if you are deploying a bot on a new system)
    5. Click on Submit
    6. Please ensure that while submitting the config, you are providing the same "Bot Name(Moveworks Identifier)" in the config title.
      Please refer to deploy Bots documentations for details steps for step # 3 and #4.

Updated 4 months ago