@shelf/agent-assist-sdk NPM

@shelf/agent-assist-sdk

The Shelf Agent Assist SDK allows you to integrate Shelf widget into any platform and provide agents with real-time recommendations, accurate search and content from Shelf knowledge base.

Install

As npm module

$ npm install @shelf/agent-assist-sdk

$ yarn add @shelf/agent-assist-sdk

As script

<script type="text/javascript" src="https://cdn.jsdelivr.net/npm/@shelf/agent-assist-sdk@:tag-version:/lib/agent-assist.min.js"></script>

API reference

Properties:

SDK includes the following methods:

SDK.initialize

Initialize iframe in provided element and set config for agent assist widget. All other methods should be called after initialize is resolved

initialize(element: HTMLElement, config: InitializeConfig): Promise

Parameters:

Name	Type	Default value	Description
`element`	HTMLElement	-	Element in which will be rendered Shelf iframe
`config`	InitializeConfig	-	Config of widget

Returns: Promise\

InitializeConfig

{
  suggestions?: {
    enabled: boolean; // enabled by default
    sendToChatButton?: {
      enabled: boolean; // false by default
    };
    copySnippetButton?: {
      enabled: boolean; // false by default
    };
    autoParsedHashtags?: {
      enabled: boolean; // disabled by default
    };
  };
  gem?: {
    autoParsedHashtags?: {
      enabled: boolean; // disabled by default
    };
  };
  favorites?: {
    enabled: boolean; // enabled by default
  };
  workflow?: {
    enabled: boolean; // disabled by default
    sendToChatButton?: {
      enabled: boolean; // disabled by default
    };
    copySnippetButton?: {
      enabled: boolean; // disabled by default
    };
  };
  telemetry: {
    systemName: string; // 'kustomer' | 'genesys_cloud' | 'amazon_connect';
  };
  shelfDomain: 'shelf.io'
}

suggestions

Optional suggestions:

Name	Type	Default	Description
`enabled`	boolean	true	Whenever to display Agent Assist tab. Note: Agent Assist should be enabled in Agent Assist configuration
`sendToChatButton?.enabled`	boolean	false	Whenever to display `Send to Chat` on suggestions tab
`copySnippetButton?.enabled`	boolean	false	Whenever to display `Copy snippet` on suggestions tab

favorites

Optional favorites: { enabled?: boolean }

Name	Type	Default	Description
`enabled`	boolean	true	Whenever to display Favorites tab. Note: Agent Assist + Favorites should be enabled in Agent Assist configuration

telemetry

Required telemetry: { systemName: string }

Name	Type	Default	Description
`systemName`	string	-	Name of the system where Agent Assist SDK is used

shelfDomain

Required shelfDomain: string

Name	Type	Default	Description
`shelfDomain`	string	-	Shelf domain to use. `shelf.io` - is the only possible value for now

Example

shelf.AgentAssist.initialize(
  document.getElementById('agent-assist-root'),
  {
    favorites: {
      enabled: true
    }
    suggestions: {
     enabled: true,
     sendToChatButton: {
        enabled: true
     },
     displayCopyButton: {
        enabled: false
     }
    },
    shelfDomain: 'shelf.io'
  })

getSuggestions

Find and display recommendations for one question from Shelf knowledge base. Works only when suggestions are enabled

getSuggestions(question: string[]): Promise

Parameters:

Name	Type
`questions`	string[]

Returns: Promise

Example

shelf.AgentAssist.getSuggestions('Do I need to wear masks?')

clearSuggestions

Clear suggestions data

clearSuggestions(): Promise

Returns: Promise

Example

shelf.AgentAssist.clearSuggestions()

on

Subscribe to agent events. Only one listener could be provided

on(eventName: AgentEvent, handler: (data) => void): void

eventName: \"send-to-chat\" | \"copy-snippet\"

on('send-to-chat`)

Triggered when agent clicks on Send to chat

Example

shelf.AgentAssist.on('send-to-chat', ({text}) => {
    ... use api to send message to integrated platform
})

on('copy-snippet`)

Triggered when agent clicks on Copy snippet

Example

shelf.AgentAssist.on('copy-snippet', ({text}) => {
    ...
})

off

Unsubscribe fom agent events

off(eventName: AgentEvent): void

Example

shelf.AgentAssist.off('send-to-chat')

openTab

Open tab inside agent assist

openTab(tab: AgentAssistTab): void | Promise\

AgentAssistTab: \"suggestions\" | \"search\" | \"gem\" | \"favorites\"

Name	Type
`tab`	Tab

Returns: Promise

Example

shelf.AgentAssist.openTab('suggestions')

request

Allows making custom request to the api

request(params: RequestParams): Promise

Parameters:

Name	Type
`params`	RequestParams

Returns: Promise

RequestParams

{
  url: string;
  method: 'PATCH' | 'POST' | 'DELETE' | 'GET' | 'PUT';
  body?: Record<string, any>;
  headers?: Record<string, any>;
}

Example

// Get current logged user info
shelf.AgentAssist.request({
  url: 'auth/v1/user',
  method: 'GET'
})

updateSession

Updates current agent session with external system info. This is needed to troubleshoot possible issues on Shelf side. On the other hand, this data is analyzed to make the suggestions more relevant for agents

updateSession(payload: UpdateSessionPayload): Promise

Parameters:

Name	Type
`payload`	UpdateSessionPayload

Returns: Promise\

UpdateSessionPayload

{
  interactionId?: string;
  agentId?: string;
  participantId?: string;
  participantContext?: Record<string, any>;
}

Example

shelf.AgentAssist.updateSession({
  interactionId?: 'interaction-id',
  agentId?: 'some-agent-id',
  participantContext: {
    contactReason: 'order-missing',
    timestamp: '...',
    ...
  }
})