Kustomer Click to Call
The CCAI Platform integration allows Kustomer agents to click-to-call from inside the Kustomer platform.
Click-to-call
Use the phone icon in the side panel near any phone number to fill it out in the agent adapter (see image below), then click on the call button.
This is the intended behavior by Kustomer.
Create custom fields
To better structure your data in your Kustomer CRM, Admins can add custom Account and Record fields in Developer Settings. The following custom fields are available:
- Account Custom Fields
- Custom User ID
- Record Custom Fields
- Queue Name
- Session Type
- Session ID
- From Phone Number
- Call Duration
- Hold Time
- Wait Time
- CSAT Rating
- CSAT Comment
- Customer Menu Selection
- Email using In-Web
Create custom fields for Account and Record in Developer Settings
Go to Developer Settings > Custom fields for Account and Record.
Click Create.
After you select Create in CCAIP, the custom fields are created in Kustomer. The data is pushed into the new fields for all sessions that occur after the custom fields were created. The custom fields will appear in the Message section, under Additional Information in Kustomer.
Kustomer Synching Agent Status Inheritance
Overview
This requires integration with the CCAI Platform Mobile SDK (version 0.41 or higher) or the CCAI Platform Web SDK (version v2 or higher)
The CCAI Platform Agent Status Inheritance feature gives admins the ability to map Kustomer agent statuses to CCAI Platform agent status. Once mapped, it allows real-time agent statuses updates from Kustomer to CCAI Platform.
Custom mapping allows for flexibility to match each organization's distinct processes and status settings. For example: Agents handling email in the CRM can be configured to define the agent's status as 'unavailable' in CCAI Platform.
This also provides a single mechanism for manual and system updated statuses to be set, allowing agents to determine their status from just one place (Kustomer).
Important: Kustomer must be configured (see Step 1: Kustomer Configuration below) before CCAI Platform Agent Status Inheritance is enabled (see Step 2: Enabling CRM Agent Status Inheritance in the CCAI Platform Portal).
Agent status inheritance
The agent status sync is a one way sync from Kustomer to CCAI Platform. As a result, the following requirements must be met in order for this sync to occur:
Kustomer needs to update the CCAI Platform App for your org.
For Status Sync: <Customer> should use its own unique user in Kustomer and CCAI Platform Portal for each agent and make sure they don't use a shared user.
To make the sync work - you can be logged in only in a single Kustomer instance (tab, computer, etc.) with the same user ID. If you log in to Kustomer from several computers or in multiple tabs using the same user, the sync won't work because it does not know which instance to update.
The CCAI Platform status can be changed using a drop-down menu in the lower left corner of the Kustomer CRM page.
You must login to both Kustomer and Agent Adapter inside Kustomer CRM with the same email address. This is how the sync occurs.
It's not possible to apply status at login because Kustomer does not provide a backend API to fetch the user's status.
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Step 1: Kustomer Configuration
User statuses allow agents to notify their teams when they are available. Please see Kustomer User Statuses for more information.
To add a user go to Settings > Users > Teams and click the pencil beside the Team to be configured (see image below).
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2. Switch the Enable Team Routing toggle to On.
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3. Under Settings > Platform > Queues & Routing, custom statuses can be added under User Statuses.
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Step 2: Enabling CRM Agent Status Inheritance in the CCAI Platform Portal
Now that Kustomer has been configured (Step 1), agent status inheritance needs to be enabled in CCAI Platform.
Please contact your CSM for assistance with this step (Step 2).
Step 3: CCAI Platform Admin Configuration
To configure in the CCAI Platform Portal, go to Settings > Developer Settings > Agent Status.
Switch the Kustomer User Status Inheritance toggle to On.
Under Agent Status Prioritization, select The latest status change is applied regardless whether from CRM or CCAI Platform or CRM always overrides agents' next status depending on the preferred option.
Click Set Status Prioritization.
Agent Experience in Kustomer
Overview
CCAI Platform integrates with the Kustomer CRM to provide for a seamless agent experience and customer resolution.
Requirements
Kustomer App
Kustomer CCAI Platform Installation
The Agent Adapter
The Agent Adapter will show on the bottom left of your Kustomer App, in the sidebar.
When making or receiving calls or chats, the CCAI Platform Kustomer integration will automatically pop up with related conversation records.
Notes:
The Adapter can be minimized while in use.
The contents of the conversation side panel will vary dependent on your Kustomer workflows.
The conversation will auto-assign to the agent answering the call.
Standard Data
When the call record is created, CCAI Platform will automatically include standard data in the conversation fields. This includes the Call ID, Language, and Inbound Menu selection. After the call, it will automatically update with the recording.
Custom Data
If you use Custom Data from CCAI Platform SDKs, the information must be mapped over to specific Kustomer fields on the right-side panel.
Kustomer + CCAI Platform Rules and Behaviors
Ticket Creation
When a Mobile SDK call/chat comes in:
When an IVR call is answered by an agent:
When an outbound call is placed, and the most recent session for that user is not in Open status, CCAI Platform creates a new session in Kustomer
When a user calls in but abandons the call, CCAI Platform currently creates a session in Kustomer. Will ship an option not to create sessions at all for abandoned call soon.
When a user leaves a voicemail, CCAI Platform creates a voicemail session in Kustomer even if there is an Open status session from the same customer.
Ticket Updates
When there is a call/chat from the same customer, same menu selection, and same channel as a current session in Open status, CCAI Platform appends the call/chat to the open session (applies to Open status only)
When an outbound call is placed, if the most recent session with that user is in Open status, CCAI Platform will append the outbound call to the Open session for follow-up cases.
When an inbound/outbound call ends, CCAI Platform updates the session w/ attached call recording file in Kustomer when call recording is enabled
When a call/chat is transferred, CCAI Platform assigns the session to the agent who the call is transferred to
When an agent uses the "Hang up and call back" option from the widget, CCAI Platform appends the call to the open session
When a call is less than 10 seconds, and the agent uses the "Callback" button, CCAI Platform appends the call to the open session
When a SmartAction is completed, CCAI Platform updates the session with action results and shared files in Kustomer
When a SmartAction fails due to an error on the user's side (i.e. fingerprint access not enabled), CCAI Platform updates the session in Kustomer with the error message
When the company uses custom field mapping (set up from the Admin portal), the data coming in from Mobile/Web SDK will be placed in the designated field in the CRM
When end user rates an Mobile call/chat, CCAI Platform adds rating score to the session
When an agent reads/dismiss/calls back from voicemail, CCAI Platform updates session
Contact Creation
When an IVR call comes in with a new phone number, CCAI Platform creates a customer in Kustomer
When the new app user (new identifier) starts the CCAI Platform Mobile SDK, CCAI Platform creates a customer in Kustomer
Contact Update
- Customer assignment is updated when the call is assigned to the agent, if the customer is newly created.
Phone Number
Send the phone number (including the country code) as a note in the conversation.
Chat Transcript
- A file is attached and appears in Comments.