The KakaoTalk connector allows brands to integrate their KakaoTalk channel into the Conversational Cloud and manage KakaoTalk conversations at scale.
Key Features- Messaging
- Emoji's
- PDF File Sharing (agent -> consumer)
- PCS
- Secure Forms
- Image Sharing
- Audio File Sharing
- Quick Replies (5 buttons)
Entry Points- QR Codes
- Chat Links (optional)
- Website buttons (optional)
- In-App Search
- Kakao Ads
AC Features- Messaging: AC feature Common.Async_Messaging
- Messaging.Agent_File_Sharing (required for capabilities that involve sharing images)
- Messaging.Agent_File_Sharing_V2 (required for capabilities that involve sharing images)
Site Settings- Image Share: messaging. file.sharing.enabled (required for capabilities that involve sharing images)
- Agent file sharing: messaging.agent.file.sharing.enabled (required for capabilities that involve sharing images)
- Messaging.Agent_File_Sharing_V2 (required for capabilities that involve sharing images)
KakaoTalk Onboarding
Follow the steps below to add Apple Business Chat to the Conversation Cloud:
1. Create brand account on KakaoTalk business website.
The brand creates an account in KakaoTalk as well as a new development and production channel.
You can click here to start the account creation process.
2. Submit to KakaoTalk for Business Approval:
The brand sends their KakaoTalk channel ID to LivePerson's KakaoTalk team (kakaotalk-lp@liveperson.com)
- Ensure that the profile picture clearly depicts the client’s identity.
- Go to Apply for business channels and register for a business account.
- In addition, the LivePerson KakaoTalk team will need the business license, including registration number to register the business as a business channel. We will then send this information over to our Infobank representative.
If the client already has a channel ID and registered business, please skip steps 1 + 2 and forward this information over to the LP KKT team and we will forward this to our Infobank representative.
3. Create Channel ID for dev:
- Have the client create a new channel ID for development.
Create a new channel ID by selecting Kakao business on the upper left hand corner. The client will then be routed to the business admin center and on the Kakao dashboard they are able to create the new channel.
- The new dev channel can connect to the dev server and it is free for testing purposes.
- The client will have to send the dev channel ID to the LivePerson KakaoTalk team.
4. InfoBank will issue an API Key for dev:
The LivePerson KakaoTalk team sends the webhook URL to Infobank and requests an API key which can be used for the client’s dev account.
Webhook URLs:
QA: https://msg-gw-kakaotalk-qa.ngrok.io/api/{SITEID}/kkt/{CHANNELID}
Alpha: https://va-a.kakaotalk-gw.liveperson.net/api/{SITEID}/kkt/{CHANNELID}
GA US: https://va.kakaotalk-gw.liveperson.net/api/{SITEID}/kkt/{CHANNELID}
GA EMEA: https://lo.kakaotalk-gw.liveperson.net/api/{SITEID}/kkt/{CHANNELID}
GA APAC: https://sy.kakaotalk-gw.liveperson.net/api/{SITEID}/kkt/{CHANNELID}
5. Testing the experience on the dev channel:
The link is provided in the KakaoTalk dashboard, a QR code is available as well.
6. InfoBank will issue an API Key for production:
- Once finished with testing, the LivePerson KakaoTalk team sends the webhook URL to Infobank and requests an API key which can be used for the client’s production account.
- The LivePerson KakaoTalk team will set up the production channel on the account.
7. Configure the KKT connector in Houston:
The KakaoTalk connector can be configured in Houston “Messaging Gateway V2”:
To configure it in Houston, please reach out to your LivePerson Account manager.
Note that it can take several minutes for the initial message to appear in Conversational Cloud.
Troubleshooting: Check if App Install is present in Houston > App Management > Private Installed Apps.
This connector will run only on Connector API and for that App install is required. App install should be installed automatically in the background once creating the connector.
8. Go Live
- After the configuration in Houston is completed the LivePerson KakaoTalk team will contact the client. Please inform the LivePerson KakaoTalk team before going public so that they can notify Infobank and they are able to monitor the transaction.
- Let the LivePerson KakaoTalk team know the opening time so that they can inform Infobank (exact hour and date, we will set up a channel for real service).
- When the live chat service starts Infobank will issue an invoice to LivePerson (not to the brand directly every month.
Entry Points
- QR Codes
- Chat links (optional)
- Website buttons (optional)
- In-app search
- Kakao Ads
Skill Routing
With KakaoTalk, brands are able to use skill routing capabilities. This can be configured in Houston using the Skill Selection module, similar to other connectors example: Facebook.
- Choose the "SDE Name": Customer info
- Choose "Field path": Company branch
- Under value enter the KakaoTalk Channel ID
PCS
Note that there is KakaoTalk specific configuration that needs to be added to the survey bot configuration.
When using Quick Replies, KakaoTalk sends the initial question back for each consumer response. This causes the Survey Bot logic to not recognize the answer. To workaround that, please modify the rules that match the different responses in Conversation Builder to accept additional text after the actual answer, e.g. by using regular expressions.
Secure Forms
Agents can send a secure form to a consumer during a messaging conversation.
It is supported on all the Conversational Connectors including KakaoTalk with external clickable links.
Limitations
- Self service configuration for brand is not yet available
- Sharing videos is not supported yet
KakaoTalk view
LiveEngage view
You have now created and connected KakaoTalk to the Conversation.
