CSML Livechat demo

Example CSML chatbot with Livechat support

Getting started

To get started, add a Livechat platform integration in CSML Studio, then create a flow such as this one:

start:
  // The user has to specifically request a livechat session.
  // A simple solution for this is to create a dedicated flow
  // that handles all the livechat request lifecycle

  // Start by providing a button to initiate the livechat session.
  // This button must have a payload of LIVECHAT_SESSION_START
  say Question(
    "Do you need some help from a human agent?",
    buttons=[Button("Yes, talk to a human!", payload="LIVECHAT_SESSION_START")]
  )
  hold

  // If the user clicks on the button, a livechat session
  // with your Livechat platform will be started
  // and the bot will not receive any more messages until the session ends

  // The first event received by the bot after a session has been terminated
  // is LIVECHAT_SESSION_END
  if (event == "LIVECHAT_SESSION_END") {
    say "Thanks for chatting with us today!"
    goto end
  }

  // If the session expired (no message exchanged in the past 30 minutes),
  // the bot will receive this event when the user says something next
  if (event == "LIVECHAT_SESSION_EXPIRED") {
    say "Your livechat session expired."
    goto end
  }

  // Let's make sure that the user clicked on the button.
  // If they did click on the button, the bot will have stopped anyway!
  // This is required to make sure that livechat sessions are not started by mistake:
  // the user absolutely must confirm they did click on the button.
  say "Please click on the button to confirm you need human assistance."
  goto start

That's all there is to it! Read the CSML Studio documentation for more information on how to setup a Livechat platform.