Tthis article we explains how to push customized data to babelConnect. We'll cover the following topics:
Introduction
Managers can push any kind of customized data to babelConnect. Now, you might be wondering what a push to babelConnect means and why would my agents need this anyway? Let's have a look:
Before we start, it is good to know that a few data points are already pushed to babelConnect.
As the screenshot above shows, the following data points appear in babelConnect whenever a call tries to connect to an agent:
- Caller number
- Number the agent receives the call at. In this case, the call is forwarded via the Agent's ID number 999011089807043 to a softphone (if you use a Browser Phone, babelConnect will show the information "Browser Phone" next to "Dialed:")
- Queue the call comes from.
This list is the standard data set babelforce pushes to the babelConnect integration.
Pushing dynamic data
There might be good reasons why managers want to present more, for their specific service relevant data to their agents using babelConnect.
If you look at the screenshot below, you see two different types of pushes
- One that enters the screen of babelConnect directly, it needs to be closed by the agent - in our example it presents the customer's wait time
- Another one, appearing at the outside of the frame, saying "This is a message from babelforce" which will disappear after some time
Use cases
The push feature can be very helpful for a number of scenarios:
- Customers who don't have a CRM but want to give their agents further information about the caller (the wait time, the brand, the call reason selected via IVR, etc.)
- If CRMs or helpdesk don't allow the push of tickets or user accounts. (However, you need to make sure that babelforce receives the necessary data from your system. If babelforce knows the ticket ID for instance, it can be printed in the pushed link.
- When using the Outbound Dialer. As you can upload as much customized data as you want, you can have any of these data points displayed in babelConnect.
- If you have a 2-way-integration you can have all kind of data pulled by babelforce and print it in the push action.
- Any other third party software that you connect with babelforce can push data to the system that then again can be used in this data push Automation.
Implementation
Implementing this feature is easy. You need to add a babelforce-service integration and a Trigger.
Adding the babelforce Integration
The first thing you need to do is create a new Integration: You must integrate babelforce with babelforce. Sounds weird but you need this to push data to babelConnect.
First, you need to set up an oauth2 client:
- click on your user name in the top right corner and go to Overview
- click on Manage OAuth Tokens
- Click on "Register a new application
- Give it any name and description that you like
- For the application redirect URI, enter this URI but replace the {env} with the domain name you are working in: https://{env}.babelforce.com/oauth2/callback
- For eu this would be https://services.babelforce.com/oauth2/callback
- click on save
- All registered applications appear like this
- To open it, click on the name, in our case bf-services
- We shortened the id and secret
- Copy the client id and client secret
Now you can set up the integration:
- go to
Integrated processes > Integrations
- click on add and search for babelforce-services
- Fill in the integration as follows
- Give it a name
- As Base URL, enter your environment URL, https://{env}.babelforce.com, for EU it would be https://services.babelforce.com
- Copy in the client ID
- Copy in the Client secret
- choose "authorization_code" from the drop down menu next to "Authentication"
- Click save
- After you created the integration, you have to OPEN IT AGAIN
- Now click on edit again and authorize the user password
- A new tab will open - you are asked to login to babelforce - please do so with your manager credentials
- You will see this screen - click on "Authorize"
- You will be redirected to the integration manager page and the integration was successful
Adding the global Automation
The only "real" challenge will be the Trigger. You need to define at which point in the call flow the information is pushed. Let's take an easy example: You have an inbound flow and you want to push a message and two data points to babelConnect when the call is bridged.
The global Automation would be Call bridged and the trigger that can be used is "Call is inbound". The action is "Push data to an agent."
What data do you want to send to babelConnect? In our example, we send a short message (you don't need to fill in anything). Also, we push the queue wait time (how long was the customer waiting in the call before being connected to the call?) and a link to a survey.
You can get very creative when it comes to the data section. Any expression that has a value at this point in your call-flow can be printed and used.
For instance, if you create the survey based on customer's phone numbers, you could have a link like that:
- https://mysurvey.mydomain.com/{call.from.number}
If a customer with the number 15754564684 calls your hotline, the link would look like this: https://mysurvey.mydomain.com/15754564684
