ca_iva_email_automation

Integration example between Channel Automation and IVA to automatically replying to email

Workflow between Channel Automation and IVA

sequenceDiagram
    actor Customer
    participant MailServer
    box rgb(254,150,0) Channel Automation
    participant RulesEngine
    participant CaseMgt
    participant CustomerProfile
    end
    participant IVA
    Customer->>MailServer: Send Email
    MailServer->>RulesEngine: Inbound Email
    RulesEngine->>CaseMgt: CreateCaseFromEmail(SmartRule)
    CaseMgt->>+IVA: Email NotificationWebHook
    IVA->>CaseMgt: caseAction(Acknowledge)
    IVA->>CaseMgt: getCase(caseId)
    IVA-->>IVA: Model Inference using Body
    IVA->>CustomerProfile: search(emailAddress)
    CustomerProfile->>IVA: Customer Details
    IVA->>-CaseMgt: createCase(IVAReplyEmail) with answer
    CaseMgt->>MailServer: sendReply using Template
    MailServer->>Customer: reply email

IVA Proxy Scripts

There are 2 scripts required:

1. A proxy script for handling the Email Notification.
2. A Global Variable function to handle Case Management and Customer Profile API calls.

Channel Automation Setup

Case Management

Case Name	API @type	States	Actions
Notify IVA of Email	vcs:Intentbasedautomation	Send to IVA	'On Entry' 'Send to IVA' using 'Call API Action' 'Ad-hoc' 'IVA Accepted' using 'UpdateAssociatedEntitiesAction' with Transition to 'IVA Accepted' State
Notify IVA of Email	vcs:Intentbasedautomation	IVA Accepted
IVA Email Auto Reply	vcs:IVAEmailAutoReply	Send Email	'On Entry' 'Send Email Action' to send the email using the template below and set Success and Failure transition states
IVA Email Auto Reply	vcs:IVAEmailAutoReply	Email Sent
IVA Email Auto Reply	vcs:IVAEmailAutoReply	Email Failed
IVA Email Auto Reply	vcs:IVAEmailAutoReply	Email Cancelled

Dynamic Entities

Remember to create Views for fields that you would like the APIs to return

System Name	Fields
InboundEmail	subject body
EmailResponse	body conversationId

Web Integration URLs

Hosts and Paths will depend on IVA Studio Workspace

Purpose	Host	Display Name	Path	Authorization
Action	IVA Studio - https://router.ivastudio.verint.live/	Email Case to IVA	ProxyScript/run/661554664677144c0e1e71d5/current/emailToCaseInference	Manual

Body

{
    "subject": "[[::-FrameworkBaseCaseED.caseSummary-::]]", 
    "caseId": [[::-FrameworkBaseCaseED.id.id-::]], 
    "createdBy": "[[::-FrameworkBaseCaseED.createdBy-::]]", 
    "modelName": "email",
    "settings":
    {
        "intentConfidenceThreshold": 0.4
    }
}

Templates

Example Email Template:

THIS IS AN AUTOMATED EMAIL RESPONSE

[[::-EmailResponse.body-::]]



Original Email

Subject: [[::-InboundEmail.subject-::]]



[[::-InboundEmail.body-::]]



Conversation ID: [[::-EmailResponse.conversationId-::]]

Known Limitations that led to this design pattern

1. getCase API does not have a way to get access to the Contact History and hence original email. Therefore we have to rely on the Case Notes from the 'Create case from email' Rules Action to extract the body. This limits the body to the Notes limit of 1000 characters.
2. 'Create case from email' does not associate the Customer record with the Case instance. Case's sendEmail action requires a Customer to be associated with the Case. Therefore, we delegate the ReplyCase creation to the IVA proxy script because it can pass in the customer reference and reply content for the template to the createCase API.
3. IVA Studio only accepts 'application/json' Content-Type. And I considered using the Run External URL directly from the RulesEngine to the IVA Proxy. However, there is no preprocessing of Placeholder expanded text when populating an WebIntegration URL and the body of the email is typically multi-line causing a validation error on sending. Using a case instead to pass the body does allow us to using States to Acknowledge the noticiation.