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Vayusphere Access Requirements

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Vayusphere Access Needs

Why do we need access to your Vayusphere Instance?

The bot will add users to the Vayusphere live agent chat queue when they want assistance in real time.

Vayusphere Permissions

The Moveworks service interacts with your Vayusphere platform so that the bot can:

  • Add the user to the existing help desk queue for assistance

Service accounts in production environment

To perform the actions listed above, Moveworks needs a service account in the production Vayusphere instance. The account must be able to call Vayusphere APIs to place users into the queue. Moveworks will also need the supported queue ID(s).

Vayusphere Configuration

Prerequisite

  1. Service Account
  2. Service Account Password
  3. API URL ( <instance_name>/ir4hdautomationapi/api/v2/commands/queue)

Configuration Steps

  1. Configure the Vayusphere integration by adding the integration. This includes the integration vars, bag file, and registering the integration: configs/bots/ORGNAME/vars/integrations/vayusphere_vars.mwyml

  2. Perform the following API call to gather the language specific queues configured in Vayusphere.

    1. GET {{vayusphere_base_url_v2}}/ir4hdautomationapi/api/v2/queues

  3. Configure the handoff in configs/bots/ORGNAME/vars/skills/handoff_vars.mwyml.

  4. Load Vayusphere as a live agent system in system_vars.mwyml.

  5. Add roster info - the user’s email aligns with their identity in Vayusphere so you can use an existing source that contains this information

Example 1

Config for one Vayusphere Instance with a single English language queue (default_group_path: English):

Example 2

Config for multiple queues per domain, and routing dependent on the user’s detected/preferred language

The group_path_configs specifies a list of group_rule and group_paths, each rule is evaluated in order from the top of the list going down, and then triggers routing to the relevant group_path if true.

NOTE: handoff_mapping_config - routes the different instances (if there is more than 1) to different logic / config. The use case for this is if the customer has both an HR & IT instance.

vars:
  agent_handoff_config:
    configs:
      'vayusphere_instance_1':
        should_file_ticket: false
        api_handoff:
          vayusphere_live_agent:
            agent_name: 'Moveworks'
            link_to_bot: 'https://teams.microsoft.com/l/chat/0/0?users=28:66314c2a-3c1d-4ebe-9046-b698fed401b8'
            group_path_configs:
              - group_rule: context.language EQ 4
                group_path: Spanish
              - group_rule: context.language EQ 3
                group_path: German
              - group_rule: context.language EQ 2
                group_path: Italian
              - group_rule: context.language EQ 5
                group_path: Portuguese
              - group_rule: '(context.language EQ 5) AND (context.locale EQ 31)' # EMEAPortuguese
                group_path: EMEAPortuguese
              - group_rule: context.language EQ 11
                group_path: Arabic
              - group_rule: context.language EQ 1
                group_path: French
              - group_rule: '(context.language EQ 1) AND (context.locale EQ 11)' # CanadianFrench
                group_path: CanadianFrench
              - group_rule: context.language EQ 7
                group_path: Japanese
              - group_rule: context.language EQ 12
                group_path: Romanian
              - group_rule: context.language EQ 10
                group_path: Russian
              - group_rule: context.language EQ 6 # Chinese
                group_path: Mandarin
              - group_rule: context.language EQ 13
                group_path: Slovenian
              - group_rule: context.language EQ 8
                group_path: SouthKorean
              - group_rule: context.language EQ 14
                group_path: Polish
              - group_rule: context.language EQ 15
                group_path: Turkish
              - group_rule: context.language EQ 16
                group_path: Thai
              - group_rule: context.language EQ 17
                group_path: Hungarian
              - group_rule: context.language EQ 18
                group_path: BahasaIndonesia
              - group_rule: context.language EQ 19
                group_path: Vietnamese
              - group_rule: context.language EQ 20
                group_path: Slovakian
              - group_rule: context.language EQ 21
                group_path: Greek
              - group_rule: 'user.country_code EQ "Pakistan"'
                group_path: English2
              - group_rule: context.language EQ 0
                group_path: English
            default_group_path: English
      'vayusphere_instance_2':
        should_file_ticket: false
        api_handoff:
          vayusphere_live_agent:
            agent_name: 'Moveworks'
            link_to_bot: 'https://teams.microsoft.com/l/chat/0/0?users=28:cddab628-100a-4d74-917b-0f974f6b0a8d'
            group_path_configs:
              - group_rule: '(user.country_code EQ "Austria") AND (context.language EQ 3)'
                group_path: /B/AT/RGERMAN/
              - group_rule: '(user.country_code EQ "Austria") AND (context.language EQ 0)'
                group_path: /B/AT/RENGLISH/
              - group_rule: 'user.country_code EQ "Austria"'
                group_path: /B/AT/
              - group_rule: '(user.country_code EQ "Belgium") AND (context.language EQ 1)'
                group_path: /B/BE/RFRENCH/
              - group_rule: '(user.country_code EQ "Belgium") AND (context.language EQ 0)'
                group_path: /B/BE/RENGLISH/
              - group_rule: 'user.country_code EQ "Belgium"'
                group_path: /B/BE/
              - group_rule: '(user.country_code EQ "Brazil") AND (context.language EQ 5)'
                group_path: /B/BR/RPORTUGUESE/
              - group_rule: '(user.country_code EQ "Brazil") AND (context.language EQ 0)'
                group_path: /B/BR/RENGLISH/
              - group_rule: 'user.country_code EQ "Brazil"'
                group_path: /B/BR/
              - group_rule: '(user.country_code EQ "Canada") AND (context.language EQ 1)'
                group_path: /B/CA/RFRENCH/
              - group_rule: '(user.country_code EQ "Canada") AND (context.language EQ 0)'
                group_path: /B/CA/RENGLISH/
              - group_rule: 'user.country_code EQ "Canada"'
                group_path: /B/CA/
              - group_rule: '(user.country_code EQ "China") AND (context.language EQ 0)'
                group_path: /B/CN/RENGLISH/
              - group_rule: 'user.country_code EQ "China"'
                group_path: /B/CN/
              - group_rule: '(user.country_code EQ "Colombia") AND (context.language EQ 4)'
                group_path: /B/CO/RSPANISH/
              - group_rule: '(user.country_code EQ "Colombia") AND (context.language EQ 0)'
                group_path: /B/CO/RENGLISH/
              - group_rule: 'user.country_code EQ "Colombia"'
                group_path: /B/CO/
              - group_rule: '(user.country_code EQ "Czech Republic") AND (context.language EQ 0)'
                group_path: /B/CZ/RENGLISH/
              - group_rule: 'user.country_code EQ "Czech Republic"'
                group_path: /B/CZ/
              - group_rule: '(user.country_code EQ "Egypt") AND (context.language EQ 11)'
                group_path: /B/EG/RARABIC/
              - group_rule: '(user.country_code EQ "Egypt") AND (context.language EQ 0)'
                group_path: /B/EG/RENGLISH/
              - group_rule: 'user.country_code EQ "Egypt"'
                group_path: /B/EG/
              - group_rule: '(user.country_code EQ "France") AND (context.language EQ 1)'
                group_path: /B/FR/RFRENCH/
              - group_rule: '(user.country_code EQ "France") AND (context.language EQ 0)'
                group_path: /B/FR/RENGLISH/
              - group_rule: 'user.country_code EQ "France"'
                group_path: /B/FR/
              - group_rule: '(user.country_code EQ "Germany") AND (context.language EQ 3)'
                group_path: /B/DE/RGERMAN/
              - group_rule: '(user.country_code EQ "Germany") AND (context.language EQ 0)'
                group_path: /B/DE/RENGLISH/
              - group_rule: 'user.country_code EQ "Germany"'
                group_path: /B/DE/
              - group_rule: '(user.country_code EQ "Indonesia") AND (context.language EQ 18)'
                group_path: /B/ID/RBHASA
              - group_rule: '(user.country_code EQ "Indonesia") AND (context.language EQ 0)'
                group_path: /B/ID/RENGLISH
              - group_rule: 'user.country_code EQ "Indonesia"'
                group_path: /B/ID/
              - group_rule: '(user.country_code EQ "Italy") AND (context.language EQ 2)'
                group_path: /B/IT/RITALIAN/
              - group_rule: '(user.country_code EQ "Italy") AND (context.language EQ 0)'
                group_path: /B/IT/RENGLISH/
              - group_rule: 'user.country_code EQ "Italy"'
                group_path: /B/IT/
              - group_rule: '(user.country_code EQ "Japan") AND (context.language EQ 7)'
                group_path: /B/JP/RJAPANESE/
              - group_rule: '(user.country_code EQ "Japan") AND (context.language EQ 0)'
                group_path: /B/JP/RENGLISH/
              - group_rule: 'user.country_code EQ "Japan"'
                group_path: /B/JP/
              - group_rule: '(user.country_code EQ "Mexico") AND (context.language EQ 4)'
                group_path: /B/MX/RSPANISH/
              - group_rule: '(user.country_code EQ "Mexico") AND (context.language EQ 0)'
                group_path: /B/MX/RENGLISH/
              - group_rule: 'user.country_code EQ "Mexico"'
                group_path: /B/MX/
              - group_rule: '(user.country_code EQ "Netherlands") AND (context.language EQ 0)'
                group_path: /B/NL/RENGLISH/
              - group_rule: 'user.country_code EQ "Netherlands"'
                group_path: /B/NL/
              - group_rule: '(user.country_code EQ "Poland") AND (context.language EQ 14)'
                group_path: /B/PL/RPOLISH/
              - group_rule: '(user.country_code EQ "Poland") AND (context.language EQ 0)'
                group_path: /B/PL/RENGLISH/
              - group_rule: 'user.country_code EQ "Poland"'
                group_path: /B/PL/
              - group_rule: '(user.country_code EQ "Romania") AND (context.language EQ 12)'
                group_path: /B/RO/RROMANIAN/
              - group_rule: '(user.country_code EQ "Romania") AND (context.language EQ 0)'
                group_path: /B/RO/RENGLISH/
              - group_rule: 'user.country_code EQ "Romania"'
                group_path: /B/RO/
              - group_rule: '(user.country_code IN ["Russia", "Russian Federation"]) AND (context.language EQ 10)'
                group_path: /B/RU/RRUSSIAN/
              - group_rule: '(user.country_code IN ["Russia", "Russian Federation"]) AND (context.language EQ 0)'
                group_path: /B/RU/RENGLISH/
              - group_rule: 'user.country_code IN ["Russia", "Russian Federation"]'
                group_path: /B/RU/
              - group_rule: '(user.country_code EQ "Slovenia") AND (context.language EQ 13)'
                group_path: /B/SL/RSLOVENIAN/
              - group_rule: '(user.country_code EQ "Slovenia") AND (context.language EQ 0)'
                group_path: /B/SL/RENGLISH/
              - group_rule: 'user.country_code EQ "Slovenia"'
                group_path: /B/SL/
              - group_rule: '(user.country_code EQ "South Korea") AND (context.language EQ 8)'
                group_path: /B/KR/RKOREAN/
              - group_rule: '(user.country_code EQ "South Korea") AND (context.language EQ 0)'
                group_path: /B/KR/RENGLISH/
              - group_rule: 'user.country_code EQ "South Korea"'
                group_path: /B/KR/
              - group_rule: '(user.country_code EQ "Spain") AND (context.language EQ 4)'
                group_path: /B/ES/RSPANISH/
              - group_rule: '(user.country_code EQ "Spain") AND (context.language EQ 0)'
                group_path: /B/ES/RENGLISH/
              - group_rule: 'user.country_code EQ "Spain"'
                group_path: /B/ES/
              - group_rule: '(user.country_code EQ "Switzerland") AND (context.language EQ 3)'
                group_path: /B/CH/RGERMAN/
              - group_rule: '(user.country_code EQ "Switzerland") AND (context.language EQ 0)'
                group_path: /B/CH/RENGLISH/
              - group_rule: 'user.country_code EQ "Switzerland"'
                group_path: /B/CH/
              - group_rule: '(user.country_code EQ "Thailand") AND (context.language EQ 16)'
                group_path: /B/TH/RTHAI/
              - group_rule: '(user.country_code EQ "Thailand") AND (context.language EQ 0)'
                group_path: /B/TH/RENGLISH/
              - group_rule: 'user.country_code EQ "Thailand"'
                group_path: /B/TH/
              - group_rule: '(user.country_code EQ "Turkey") AND (context.language EQ 15)'
                group_path: /B/TR/RTURKISH/
              - group_rule: '(user.country_code EQ "Turkey") AND (context.language EQ 0)'
                group_path: /B/TR/RENGLISH/
              - group_rule: 'user.country_code EQ "Turkey"'
                group_path: /B/TR/
              - group_rule: '(user.country_code EQ "USA") AND (context.language EQ 4)'
                group_path: /B/US/RSPANISH/
              - group_rule: '(user.country_code EQ "USA") AND (context.language EQ 0)'
                group_path: /B/US/RENGLISH/
              - group_rule: 'user.country_code EQ "USA"'
                group_path: /B/US/
              - group_rule: '(user.country_code EQ "Australia") AND (context.language EQ 0)'
                group_path: /B/AU/RENGLISH/
              - group_rule: '(user.country_code EQ "Australia")'
                group_path: /B/AU/
              - group_rule: '(user.country_code EQ "Bangladesh") AND (context.language EQ 0)'
                group_path: /B/BD/RENGLISH
              - group_rule: '(user.country_code EQ "Bangladesh")'
                group_path: /B/BD/
              - group_rule: '(user.country_code EQ "India") AND (context.language EQ 0)'
                group_path: /B/IN/RENGLISH/
              - group_rule: '(user.country_code EQ "India")'
                group_path: /B/IN/
              - group_rule: '(user.country_code EQ "Ireland") AND (context.language EQ 0)'
                group_path: /B/IE/RENGLISH/
              - group_rule: '(user.country_code EQ "Ireland")'
                group_path: /B/IE/
              - group_rule: '(user.country_code EQ "Malaysia") AND (context.language EQ 0)'
                group_path: /B/MY/RENGLISH/
              - group_rule: '(user.country_code EQ "Malaysia")'
                group_path: /B/MY/
              - group_rule: '(user.country_code EQ "Pakistan") AND (context.language EQ 0)'
                group_path: /B/PK/RENGLISH
              - group_rule: '(user.country_code EQ "Pakistan")'
                group_path: /B/PK/
              - group_rule: '(user.country_code EQ "Singapore") AND (context.language EQ 0)'
                group_path: /B/SG/RENGLISH
              - group_rule: '(user.country_code EQ "Singapore")'
                group_path: /B/SG/
              - group_rule: '(user.country_code EQ "United Kingdom") AND (context.language EQ 0)'
                group_path: /B/UK/RENGLISH/
              - group_rule: '(user.country_code EQ "United Kingdom")'
                group_path: /B/UK/
            default_group_path: /B/US/UNSUPPORTED_PATH # If user does not match any path above, send a non-existent path, and Vayusphere will return an error, and then we return an error telling user their country/location is not supported for life chat, please file a ticket.
  handoff_mapping_config:
    handoff_integrations:
      'vayusphere_instance_1': 'context.domain EQ 1'
      'vayusphere_instance_2': 'context.domain EQ 2'

Troubleshooting

See the troubleshooting section of our Live Agent Handoff - Vayusphere guide.

Updated 4 months ago