Setting up Automations in babelforce to achieve your integration goals

In this section, we will give you some basic explanations of how to integrate babelforce with your CRM, helpdesk, or any other notification or reporting tool. We'll try to keep this article pretty general so that you can adopt these instructions to your own specific setting and integration. Please also note that we're focusing here on global automations.

This article will be separated into three main sections:

1. General explanation of Automations and how they work in babelforce
2. Integrations with a CRM
3. Integrations with a helpdesk

Let's start with the general explanation:

1. General explanation of Automations and how they work in babelforce

The first thing to make our integration work is to set up Automations in the babelforce manager app which are triggered by certain predefined Events to carry out specific Actions. Here are some simple examples:

Imagine that you want to open a ticket whenever a call comes in. That is our Automation. The predefined Event is "call comes in" or let's phrase it "call created". The Action we want to carry out is "open a ticket". It's as simple as that. Now imagine, you only want to open tickets on a Sunday. Then you have to set a Trigger that only fires on Sundays. If you want to open a ticket whenever a call is created, you would want to set the Trigger "always". If you want to learn more about how to build triggers, please read this helpcenter article. We also created an article that goes into further detail describing global and local automations. Have a look!

babelforce implemented some predefined Events into the app interface. Let's go through them, quickly, they are rather self-explanatory:

The first section deals with predefined "Agent" Events:

You could, for example, carry out certain Actions whenever an agent is created (event: agent create) or his availability (presence) status has changed (event: presence changed). 

As you can see, all events in these sections correspond to changes made to the agent and its settings as well as the actions that agent can perform.

Then there are the predefined Events related to a call:

Here we can decide between inbound and outbound calls but also influence the different stages of a call (like call bridged or call transferred).

Additionally, there are Actions connected to Campaigns:

Conferences:

Messages:

Recordings:

SMS:

Transactions:

Transcriptions:

Now that we covered the different predefined Events, let's have a look at the available Actions. We have described them in detail in this article.

Actions define where the automation should happen - you will see babelforce-only automations such as creating a task or setting a session but also actions related to specific 3rd party looks like Zendesk or Spotify:

Let's have a closer look at the CRMs and helpdesks. As you might have read in our general introduction, we have to differentiate between the integrations of a helpdesk and those of a CRM. So let's start with the CRMs.

2. Integrations with a CRM

The main goal of using integrations with CRMs is to keep track of your different leads and manage your marketing campaigns. Hence, the main focus lies on outbound calls and dealing with leads. Therefore, we adopted the integration capabilities of our CRMs so that they will fit these needs.

In this article, we'll take ZohoCRM as our example. However, note that all other CRMs are working similarly. Here you see an overview of the possible actions with our Zoho CRM integration.

Firstly, we have to select the action "Lookup end-user" in the babelforce section of the drop-down menu:

With this action, we can set up an Automation that checks if a contact exists in your CRM, every time a call is created (we would have to set "call created" as the predefined Event). If the contact exists in your CRM already, the ticket could be assigned to that contact by creating another Automation with the Action "Associate contact with call".

Although the tickets are created in Zoho in this example, the procedure works similarly for other CRMs.

If the contact does not already exist in your CRM, the number of the end-user is assigned to the newly opened ticket. However, the integration with ZohoCRM also offers the possibility of having a new lead created in this case. We can have it created by means of another Automation with the Action "create lead". Instead of associating a contact with the call, we can also associate a lead with a call. Similarly, we can have a call assigned to a certain agent.

Applying this logic, we could now schedule an outbound call for a callback if no agent is available when a call comes in or a customer didn't pick up when an agent tried to reach out. Also, we could assign tags and notes to a call.

Ensure that you always apply the correct Triggers. For example, we only want to schedule an outbound call if the call is inbound but no agent is available. So we would have to define these two conditions in a Trigger and add them to the Automation. This article describes how to create and test Triggers.

Now that we covered the CRM basics, let's look at one specific case which might become useful to you when working with leads.

The Outbound Dialer, If you want to learn more about what a dialer is and the different types available, check out this article in our help center.

The outbound dialer is a little bit more tricky to set up. Firstly, you have to set up the campaigns you want to carry out and the lists of contacts you want to contact. Click here to learn, how to do this. Once you set this all up, you can create the Automation to use it. Therefore, we build a Trigger that fires if the call source is the dialer (which is that point in time when the dialer successfully connected to a customer and forwarded the call to an agent).

Now, let's look at the 3rd section.

3. Integrations with a helpdesk

When you integrate babelforce with a helpdesk, your objectives might differ slightly from those of a CRM. Your focus might be on answering customer requests and questions as efficiently as possible. Instead of focusing on outbound telephony, you are giving higher priority to your inbound calls. 

Let's look at the example of Zendesk:

You can choose from different types of automations - related to users, agent availability, tickets, or to lookup functionality.

Some actions in themselves can be quite generic - for example update ticket - but you can customize them for your specific use case by updating different fields, tags, adding notes, assigning ticket to users, groups, changing priority, etc.

However, the main functionality is the same as with CRMs. Just make sure to define the point where you want your Action to be carried out by a predefined Event.

We could then, for example, open a ticket whenever a call is created and update this ticket with a finish-tag when the call is finished, etc., etc. The possibilities are endless (well, nearly;-)).

Great, so now you have an overview of what you can do to make the best out of your integration with babelforce. Feel free to play around a bit to personalize your own babelforce experience.