Integrating Google Chat with Digital Agent

Owned by Enterprise IT
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

Overview

Digital Agent provides the flexibility to leverage Google Chat to interact with Digital Agent. Start your conversation with Digital Agent on one of the widely used communication channels across organizations – Google Chat. It is one of the powerful and flexible channels to communicate and to increase operational efficiency. 

Integrating Google Chat with Digital Agent can significantly enhance communication and streamline various processes within your organization. By leveraging the capabilities of both Google Chat and Digital Agent, you can create a seamless and efficient platform for real-time interactions, task automation, and information retrieval. 

Digital Agent allows end user(s) to type actions in the form of questions. It connects quickly and answers accordingly related to Incident Management or Service Request Management that is fed-in to the Digital Agent.

Business Benefits

The combination of Google Chat and Digital Agent provides collaborative tools and intelligent automation that revolutionize how teams interact and work together in a digital environment.

Following are the key benefits of integrating Google Chat with Digital Agent:

  • Automated support for hybrid users through Google Chat channel.
  • Increased CSAT and efficiency with useful chat support.

Prerequisites:

  1. Set up Digital Agent Webhook URL to send and receive messages. 
  2. Set up Google Chat App - For more information, see here.

Start Conversation with Digital Agent using Google Chat 

Digital Agent integrated with Google Chat is armed with predefined responses and interactive capabilities. It will promptly engage with the user, providing information, answering queries, or executing specific tasks based on its configuration.

To start conversation with Digital Agent on Google Chat, perform the following steps:

  1. Login to your email account.
  2. Click Chat from the left menu.
     
    Figure: Google Chat
  3. Click New Chat > Find Apps.
     
    Figure: Google Chat – Find apps
  4. In the search bar, type in the chat bot name that you created. Type Digital Agent 2.0 in the search bar.
     
    Figure: Find apps – search bar
  5. Select the app - Digital Agent 2.0 that you created. Click Install to start the installation process of Digital Agent 2.0.

    Figure: Install app
  6. Click Continue to grant permission to start the installation of Digital Agent 2.0.

    Figure: Permission to install
  7. Choose the Gmail account to continue with the installation process.

    Figure: Select Gmail account

    Click Continue to complete the installation process.

    Figure: Complete installation
  8. Click Done once Digital Agent app is installed.

    Figure: App installed
  9. As you start a conversation with Digital Agent on Google Chat, the Digital Agent will reply with the relevant responses.
     
    Figure: Digital Agent message on Google Chat