The content in this article is appropriate for: Administrators and Supervisors
Part of the WorkFlow creation process is attaching the proper integrations for your needs. This article is an introduction to integrations.
Integrations allow you to transport WorkFlow data to and from external web services and locations. Any time there is any data that needs to be imported into a WorkFlow, or any data that needs to exported from the WorkFlow/Guided Interaction (script), an Integration is used.
Integrations can do many things. SC WorkFlow currently runs integrations that do things like:
- Export call data to a client server for reporting
- Add a prefix to the order number identifying the call center
- Pre-authorize a credit card and/or run real-time order fulfillment
- Authenticate a Promotional Code
- Calculate current sales tax rates
- Route the call to a Third Party Offer
The above list is just a sampling of what an integration can do. Want to send a real-time email to a caller? Use an integration. Want to populate your Guided Interaction with up-to-date information specific to the location they are calling from with one click of a button? Consider it done with Integrations!
Integrations will fall into one of the following categories:
- Behind-the-Scenes: sending or receiving outside data with no required interaction from the agent
- Connected to the default SUBMIT and/or ABANDON fields on the script
All scripts have these two options by default since every call ends in one of 2 ways: either a Submit (complete) or Abandon (incomplete). In the above image, the integration will run regardless of the session's outcome.
- Connected to the Bill Address/ Ship Address/ Cart
Once the Cart field is added, the Bill Address, Ship Address, and Cart options will automatically become available on the guided interaction node. The above image shows an integration configured to activate when the Ship Address field of the Cart is filled out.
- Button-Triggered: requires the agent to interact with a configured button field in the guided interaction to initiate a task and deliver a response
When button fields are added to a Guided Interaction (script), they will automatically appear on the guided interaction node for connection to an integration. The above image shows that the guided interaction contains a button field labeled 'Authorize Card', configured to activate a credit card pre-authorization when clicked by the agent during the session.
For more on Integrations, see: