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This covers Moveworks Copilot

Moveworks Copilot is the latest conversational experience

Overview

As part of smart handoff, Moveworks provides options to handoff a user to an agent. This can be done in the following two ways:

1. URL-based handoff: Moveworks Copilot redirects the user to a URL, passing any context via URL parameters (if supported by the Live Agent platform). This can be any URL that is accessible by your employees.
   1. Example Systems: ServiceNow Connect Chat, ServiceNow AWA, Five9, BeyondTrust, InContact, Compucom, Intrasee
2. Message Brokering-based handoff: Moveworks Copilot brokers message back and forth via API connection
   1. Supported Systems: ServiceNow, AWS Connect, 8x8

URL-based Handoff

Supply a URL that redirects users to the web page for live agent conversation. Then, configure the Moveworks Copilot to deep link users to that page in a browser when they click the “Request live agent” button in chat.

If the chat platform supports it, we will pass the user’s last utterance to the live agent chat.

Message Brokering-based Handoff

Live Agent Message Brokering connects users to agents in the same chat as the bot for the most popular systems that can support it (ServiceNow, Amazon Connect, etc.). This experience is not only seamless for users of the Moveworks Copilot, but also seamless for the agents as well. They need not learn any new tools or interfaces, they simply work in the same place and manner that they always do, and it will feel just like a user has opened up a chat natively with them.

Configuration Options

1. File Ticket on Handoff: By default Moveworks does not file at ticket when directing a user to a live agent, however the Moveworks Copilot can be configured to enforce that a ticket is filed when a user requests live agent support. The generated ticket will contain context of the user's issue in the ticket description, and context of any results that were presented in the ticket work notes.
2. Short Description Prefix: If the Moveworks Copilot is configured to file a ticket (Option 1 above is enabled), then a prefix can be configured to be added to the short description of the ticket filed.
3. Trigger Rule: Moveworks can be configured with a specific condition via DSL rules that will be used to determine when Live Agent chat should be shown to a user.
   1. For example, you can configure live agent handoff to be available for users who are experiencing an IT issue AND in the Sales department.