# Channels — How customers use the agent

There are two main ways customers can interact with the CS Agent today. Your integration plan should choose **one primary path** for production, and use the other for testing or backup.

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## 1. LiveChat (production-style path)

**What it is:** The same LiveChat product many teams use for website chat. The agent connects to LiveChat via **API** so that when a customer sends a message in the widget, the **agent** can reply automatically.

**What the customer sees:**

- The normal chat widget on your site.
- On the IKON168 Customer Portal (`https://portal.ikon168.com`), customers can click either the floating widget or the `Chat Support` / `Open LiveChat` buttons to open the popup.
- Messages that look like **plain text** from a support agent (no markdown formatting in the chat UI).
- If the system **hands off to a human**, the customer may see a short message that someone will join them; your **human agent** then continues in the **LiveChat agent dashboard** (same conversation thread).

**What your team needs:**

- A LiveChat **license** and the **widget** installed on the site where you want chat.
- DNS for `portal.ikon168.com` if using the official IKON168 Customer Portal for UAT or production-style validation.
- **API credentials** (account ID and Personal Access Token) configured on the server that runs the CS Agent — these are supplied by your operations team and stored securely (not in this document).

**Integration note:** The agent **polls** LiveChat for new conversations. Your LiveChat setup and routing rules should still allow chats to reach agents when the AI escalates or when the kill switch is turned on.

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## 2. Web demo (UAT / internal testing)

**What it is:** A **browser page** served by the same application. It is a **simplified chat** for demos and training.

**Production URL (after DNS and HTTPS):** `https://agent.ikon168.com` — same UI with TLS (e.g. Caddy on the deployment host). For local development: `http://localhost:8080`. For cloud UAT before HTTPS: `http://<server-ip>:8080` as documented in deployment configuration.

**What the customer sees:**

- A simple chat page with a text box and send button.
- Optional **test messages** in the sidebar to try common scenarios quickly.

**When to use it:**

- **User acceptance testing (UAT)** before go-live.
- **Training** for staff who want to see how the AI answers without using the live widget.
- **Not** a substitute for a public marketing website unless you intentionally expose it — **protect it** in production (password on the dashboard, HTTPS, network restrictions).

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## 3. End-to-end flow (simple)

```
Customer opens chat (LiveChat widget / web demo)
        → Customer sends a message
        → CS Agent classifies intent and answers (or escalates)
        → If escalation: Telegram alert to staff + human continues in LiveChat when applicable
```

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## 4. SuperBO (backoffice)

**What it is:** Your **SuperBO** web console is used for **backoffice operations** (player lookup, account actions, etc.). The CS Agent project has **automation** capability for the browser (RPA) for future workflows, but **day-to-day player chat** is still through **LiveChat** (or the web demo for tests).

**For your team:** Continue to use SuperBO as you do today for account-level work. **Chat** with the player remains **LiveChat** when the AI hands off or when the kill switch routes all traffic to humans.

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Next: [03-Your-Team-Escalations-and-Telegram.md](03-Your-Team-Escalations-and-Telegram.md)