Getting Started with Gravyty's new Ivy & Ocelot (IO) Platform (EMPLOYEE-ONLY)

Getting Started with Gravyty's new Ivy & Ocelot (IO) Platform

Overview: This employee-only article provides guidance for chatbot administrators managing their department's chatbot(s) on Gravyty's new Ivy & Ocelot platform covering initial access, understanding roles, general management requirements, and helpful tips.

Configuring/Assigning Access & Roles in the IO Platform:

1. Only individuals with the Virtual Assistant Manager or 'super-admin' role can update FAU's bot members.
2. If you do not have the Virtual Assistant Manager role, please submit a Request or Remove Access to Engagement Solutions ticket, and once access is granted, please move onto the instructions in the Signing into IO Platform section below.
3. To add members a Virtual Assistant Manager will need to
   1. Sign into the IO platform at https://app.io.gravyty.com/api/admin/login/organization/fau
   2. Hover over Owlsley avatar in top left > Florida Atlantic University > Members
   3. Invite Member & fill out user information > Continue > Select Role & Virtual Assistant
      • Once member is invited, the user can sign in and they will be automatically added to the SSO authentication group. If using Live Chat, you will need to configure their Inbox group permissions.
4. Verify appropriate member roles are assigned. 
   • Please note: Gravyty's Default System Roles grant broad permissions. All department managers must maintain up-to-date access and ensure that only appropriate access is given to their staff.
   • Helpful tip: First, understand the roles/permissions that each team member needs to complete their job duties. Then, assign the appropriate role.  
   • View role information in the table and visuals below:  

     • Role Type	Role Name	Primary Function / Description
       Default System Roles (Gravyty's Broad Access)	Virtual Assistant Manager	The "Super User" with unrestricted access to the Brain, Content Center, Inbox, Analytics, Settings, and Integrations for full technical and content configuration.
       	User	The "Content Contributor" authorized to manage the knowledge base (Brain/Content) and view UI settings, but restricted from student communication and core technical configurations.
       	Live Agent	The "Responder" optimized for student interaction with priority inbox access (Read/Write) to staffing bureaus, but restricted from system-level logic changes.
       Custom Department Roles (Granular Access)	Department Administrator	Provides administrative oversight at the department level, managing users, permissions, and high-level routing configurations for their unit.
       	Content Administrator	Manages knowledge bases, informational text responses, and conversational copy.
       	Live Agent Administrator	Configures human-in-the-loop routing rules, queues, and agent handoff settings.
       	Live Agent User	Frontline support staff who handle escalated chats directly with users.
       	Business Analyst	Focuses on conversation logs, performance metrics, and analytics dashboards.
       	Integration Administrator	Manages APIs, webhooks, and backend data connections to other systems.
       	Design Administrator	Customizes the chatbot's visual appearance, UI components, and branding guidelines.

     • For visual learners, view the role information that is listed above in the following images:  
     •  If additional custom roles are needed, submit a Request an Enhancement or Change to Engagement Solutions ticket. Include specific permissions that individuals assigned to the new role should have.

Configuring Live Agent Access:

Only the assigned Live Agent Group Managers for each Live Chat Inbox group have the authority to assign or update team members’ access to Live Chat.
Note: During initial setup, Group Managers must rename their Inbox groups from “Default” to the appropriate department or area name.

To grant Live Chat access, Group Managers must:

1. Confirm that the user is assigned a role with Live Agent access and
2. Ensure the user is assigned to the appropriate Live Agent group

For more details, refer to the Gravyty Live Chat Roles & Permissions article and check out their I&O Live Chat Knowledge Base category.

Sign into the IO Platform

1. Sign-in at https://app.io.gravyty.com/api/admin/login/organization/fau with your regular credentials.
2. Verify you were provided the appropriate permissions. If issue still persists, report sign-in issues here.
3. Verify that you have access to your department's bot and can perform necessary functions associated with your role.

Requirements to Effectively Manage Bots

1. Test department FAQs and refine response behavior as needed.
2. Verify all workflows and responses end-to-end and verify behavior is up to department and university standards/ regulations.
3. Document and test all changes.
4. After chatbot is live, you must dedicate at least one hour per week to monitor and manage the bot.
5. Visit Gravyty's recommended Inbox Chats Best Practices and Regular Maintenance KB article and Gravyty's main I&O KB for helpful bot setup and management tips.
6. Submit a Report an Issue ticket or report issues/feedback to OIT in a timely manner.