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Summary
LiveAgents mediator acts as a middleware and allows forwarding an user from a conversation with an automated bot to a live chat with a real agent.
This mediator has been designed to receive and send messages from the final user to the agent and viceversa, and its not linked to an specific channel.
Architecture
In order to establish a conversation with a live agent, the user must be placed in the queue and wait for an agent to take the conversation. Once these steps has been completed, messages will flow between the user and the agent through the middleware.
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Each user message should be delivered as a new request to the corresponding endpoint from the mediator including the required parameters so it can be correctly delivered to the agent. In the other hand, messages coming from the agent to the user, will be delivered to the bot building platform (e.g. RapidPro) by using its API. Since the API will be used for delivering messages, the LiveAgents Mediator MUST know the corresponding credential to establish the correct communication and perform the needed requests. These credentials will be stored safely in the mediator.
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POSTMAN DOCUMENTATION