In this article we show you how to push customized data to babelConnect. We'll cover the following topics:
You have the possibility to push any kind of customized data to babelConnect. Now, you might be wondering what a push to babelConnect means and why you would 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. Have a look:
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 SIP 99901018980717 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. However, you can display much more information. Sometimes this information has to be dynamic, so let's have a look at how to configure that:
Pushing dynamic data
The screenshot above shows the two options you have when implementing customized push data:
- A standardized message appearing every time the Automation runs. In the case above it says "Hi, I hope you have a great day!". The message will disappear after a few seconds.
- Links or any other data value or string. In our examples, there is a link to a survey and the agent sees how long the customer waited in the queue.
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.
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 creating 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" > "Register a new application"
- enter an application name and description and the redirect URL you see below:
- click on save.
- now you can click on the newly created OAuth application which will look something like this:
Now you can set up the integration:
- go to Integrated processes > Integrations
- click on add and search for babelforce-services. The following window will pop open:
- choose "Authorization code" from the drop down menu next to "Authentication" and enter the client ID and secret you created before. Note that you could also use the method username and password but you should make sure to use the credentials of a user you won't delete because once this user is deleted, the integration won't work anymore
- Click save
- Now click on edit again and authorize the user password. If it worked you'll receive a message that the authentication 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:
If a customer with the number 15754564684 calls your hotline, the link would look like this: https://mysurvey.mydomain.com/15754564684
There are many options to get creative. If you integrate babelforce with a database, you can do customer look-ups and push even more datapoints to your team.