Setting up the Cognigy Chatbot app

Zoom Contact Center admins can integrate Cognigy AI chatbots to enhance self-service rates by leveraging third-party bots before escalating to a live agent. With the Cognigy integration, engagements are routed to the chatbot during the Zoom Contact Center flow and can be handed back to Zoom Contact Center for live escalation when necessary.

Requirements for setting up the Cognigy Chatbot app

Table of Contents

How to set up Cognigy AI Agent (web chat) on the Cognigy side

Set up API key

  1. Sign in to the Cognigy homepage.
  2. In the top-right corner, next to My Profile, click Admin Center.
  3. Click Access Control.
  4. Select the current user and click to open the details.
  5. Under Assigned Projects, click the plus button .
  6. Select the projects you want to assign to the user.
  7. Click My Profile.
  8. Create a new API Key.
  9. Save the API Key securely in a local file for future use.

Set up Live Agent Handoff

  1. Sign in to the Cognigy homepage.
  2. Select a project, then click the Flows page.
  3. Select a flow.
  4. In the right-hand panel, click the NLU tab.
  5. Click Create Intent, and enter a display name for the intent (e.g., Live Agent Handoff).
  6. Add a few sample sentences that users might say to request a live agent.
  7. In the lower-right corner, click Save.
  8. In the upper-right corner, click Build Model to train the intent.
  9. Inside the flow, create a Lookup node (Type: Intent).
  10. Click the plus button next to the Lookup node to create a Case node.
  11. Name the Case node Live Agent and link it to the Live Agent Handoff intent.
  12. Under the Live Agent node, add a Question node (Type: Yes/No).
  13. Add an If node under the Question node.
  14. Edit the If node and click the AI icon in the condition section:
  15. (Optional) Under the Then path, add a Say node (Type: Text) with the message: Transferring your conversation to a live agent. Please hold on.
  16. Under the Else path, add a Say node (Type: Text) to define the message when the user's response doesn’t match the handoff confirmation.

Set up the Zoom Contact Center Endpoint

  1. Sign in to the Cognigy homepage.
  2. Select a project and click Deployments then Endpoints.
  3. Click New Endpoint.
  4. Create a Zoom Contact Center endpoint.

Supported AI default channel formats

 
TypeCompatibilityDescriptionLimitations
TextFull

 

 
Text with Quick RepliesPartial

Support these button types

  • Postback Value
  • Trigger Intent

Each node can support up to 20 button configurations.

Text: 1024 Bytes

GalleryPartial

Support these button types

  • Postback Value
  • URL
  • Trigger Intent

Each node can support a maximum of 10 items and 20 button configurations.

Card Title: 256 Bytes
Card Subtitle: 4096 Bytes

Text with ButtonsPartial

Support these button types

  • Postback Value
  • Trigger Intent

Each node can support up to 20 button configurations.

Text: 1024 Bytes
Button Title: 128 Bytes

ListPartial

Only the buttons in the list option are supported, separate buttons are not supported

Supported Button Types:

  • Postback Value
  • URL
  • Trigger Intent 

Each node can support a maximum of 10 items and 20 button configurations.

Item Title: 256 Bytes
Item Subtitle: 4096 Bytes 
Button Title: 128 Bytes

 Audio Full

 

 

 ImageFull 

 

 

VideoPartial

Only YouTube videos are supported

 

Adaptive CardNone

 

 

Additional custom payload support

Add Zoom Contact Center Channel and select Custom Json as Output Type, and enter the following input:

 
TypeInput example
Card

 

 
{
    "type": "card",
    "value": {
        "title": "card title",
        "description": "This text is **bold**.",
        "imageUrl": "https://static-st1.zoomdev.us/static/6.3.34762/image/new/topNav/Zoom_logo.svg",
        "options": [
            {
                "type": "option",
                "label": "Select case 1",
                "value": "case1"
            },
            {
                "type": "link",
                "label": "More",
                "value": "https://example.com/link"
            }
        ]
    }
}
HTML
 
{
    "type": "html",
    "value": "<!DOCTYPE html><html><head><title>Page Title</title></head><body><h1>HTML message</h1><a href=\"https: //zoom.com\">Zoom</a><p><b>Please type your query below</b></p><h5>To connect with Customer Care Team / Live Agent type <b>contact us</b></h5><h5>ケース管理にアクセスし、サポート チームに連絡するには、「<b>コンタクト 我ら</b>」 と入力します</h5></body></html>"
}
Markdown
 
{

"type": "markdown",

"value": "# I really like using Markdown \n - First item \n - Second item \n - Third item \n - Fourth item \n ![The San Juan Mountains are beautiful!](https://mdg.imgix.net/assets/images/san-juan-mountains.jpg?auto=format&fit=clip&q=40&w=1080 \"San Juan Mountains\")"

}
Article 
{
	"type": "article",
	"value": {
		"title": "How Zoom can help you stay safe in cyberspace",
		"content": "Cybercriminals become more sophisticated every year and deploy multi-layered, complex attacks that target people at their most vulnerable. Hackers and scammers now infiltrate their victims with elaborate schemes designed to catch people off guard and prey on their kindness. While best practices such as using private networks, unique passwords, and locking your devices are still highly recommended, you must also choose tools and software providers that deploy robust and effective measures to help keep your data safe. \nThe workplace can be just as vulnerable to a breach if employees unknowingly download malware or accidentally expose private data to the wrong audiences. So with this in mind, here are a few tips to help you stay safe online when using Zoom along with insight into the security programs we deploy to protect our customer and employee data.",
		"style": "multi-sources",
		"sources": [{
			"label": "reference 1",
			"title": "this is reference 1",
			"content": "markdown content \n ### Heading level 3",
			"url": "https://www.zoom.com/en/blog/how-zoom-can-help-you-stay-safe-in-cyberspace/"
		}, {
			"label": "reference 2",
			"title": "this is reference 2",
			"content": "markdown content \n ### Heading level 3",
			"url": "https://www.zoom.com/en/blog/how-zoom-can-help-you-stay-safe-in-cyberspace/"
		}]
	}
}
Link 
{
	"type": "link",
	"value": {
		"label": "link name",
		"url": "https://zoom.us"
	}
}

How to set up Cognigy AI Agent (web chat) on the Zoom Side

Set up the integration in Zoom Marketplace and Zoom Contact Center

  1. Sign in to Zoom Marketplace.
  2. In the search bar, look for Cognigy AI Agent.
  3. Click Add.
  4. On the authorization page, provide the following details:
  5. Click Submit.
  6. Select a project.
  7. Select the associated Zoom Contact Center endpoint.
  8. Click Submit to create the connection.

Create a Zoom Contact Center web chat flow and select Cognigy AI Agent

  1. Sign in to the Zoom web portal.
  2. In the left navigation, click Contact Center Management, then Flows.
  3. Click Add Flow.
  4. Select Chat(Web)/Chat(In-app) channel, then enter a display name for the flow.
  5. Click Add.
    The flow editor will open.
  6. In the left panel, drag and drop the Bot widget.
  7. Click the Bot widget to open the settings.
  8. Under Bot, select the Cognigy Connection you created earlier.
  9. Click the Exits tab, then configure the settings:
  10. In the left panel, drag and drop the Route to widget, then select a queue.
  11. Configure entry point for the channel.
    Once done, the chatbot will be connected.

How to add another Cognigy AI Agent chatbot connections

  1. Sign in to Zoom Marketplace.
  2. In the top-right corner, click Manage.
  3. In the left menu, click Added apps.
  4. Search for Cognigy AI Agent.
  5. Expand the Connections section.
  6. Click New Connection to create a new one.

How to uninstall Cognigy AI Agent connections

  1. Sign in to Zoom Marketplace.
  2. In the top-right corner, click Manage.
  3. In the left menu, click Added apps.
  4. To the right of the Cognigy connector, click the ellipsis icon then Disconnect.

How your data is used

Zoom's Cognigy AI Agent marketplace app allows Zoom Communications Inc. to access your Cognigy AI Agent bot and will send/receive messages on behalf of your AI agent bot to/from the end consumer. By adding this connection, you agree to Zoom Terms of Service. Zoom will retain your chat message data for the duration of time configured in your Privacy and Data Retention settings for Zoom Contact Center

Contact support

For Cognigy support, contact Cognigy Support. For Zoom support, contact support@zoom.us or zoom-integrations@zoom.us.