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  Article updated: May 24, 2024

Connect a bot to Inbox 2.0

Add a custom virtual agent (VA) to connect a bot platform to Inbox 2.0. A custom VA can respond to messages, resolve conversations, apply topics, and set contact attributes.

Audience: Enterprise Inbox 2.0 admins with Advanced Inbox. Want more Hootsuite features? Upgrade your plan.

Add a custom virtual agent

To add a custom VA, you’ll need a webhook URL to send conversation events to. You'll also need a shared secret to verify that the webhook requests are coming from Inbox 2.0. Read more in the Inbox 2.0 API documentation. If you're looking for information on theHeyday bot, visit the Heyday help.

  1. In Inbox 2.0, select Admin settings.
  2. Expand Virtual agents, and then select Custom virtual agents.
  3. Select Add custom virtual agent.
  4. Enter a name. In the conversation view, you'll see the name followed by VA for virtual agent.
  5. Select from the following activation options:
    • Inception - Automatically picks up any private conversations that start in the channels it has access to. If there's a need for a human agent, it moves the conversation to the New queue. If there's no need for human assistance, it resolves the conversation.
    • Delegation - Doesn't automatically pick up conversations. A human agent delegates the conversation to the VA, at which point it takes over. If there's a need for a human agent, it uses the Handoff rule to decide whether to send the conversation to the New queue or the previous agent.
  6. When a timeout occurs, the conversation is “handed off” to either the New or Resolved queue. Set the following timeout rules:
    • Timeout virtual agent - When the VA stops responding, this is the maximum time (up to one hour) to wait before handoff.
    • Timeout contact - When the contact stops responding, this is the maximum time (up to 23 hours) to wait before handoff.
  7. Enter your webhook URL.
  8. Enter a shared secret.
  9. Configure timeout and error handling for both the virtual agent and the contact and save your changes.


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