CRM Default Admin User
Overview
The CCAI Platform CRM package sends multiple pieces of data during a support interaction, and all data interactions that take place in the CRM are assigned to a user. This feature allows you to define a CRM admin user to represent the default user for all CRM actions and events where a specific agent has not been identified or assigned. This will replace the default behavior where an agent is randomly selected for such events. If this feature is not used, CCAI Platform will randomly assign the ticket/case to any user.
Depending on the CRM, an admin user email, API or admin token combination are required to enable the default user option.
Once enabled, the times when tickets will be assigned to the admin rather than a random user are:
Ticket/case and contact creation when a new chat is initiated before an agent is assigned to the chat
Voicemail tickets/cases before receiving a callback call
Call ticket/cases for abandoned calls (if enabled)
Feature details
- If possible, it's best to use a Salesforce Admin account that is not tied to a specific user as individual user accounts are prone to being disabled without understanding the underlying connections
Zendesk configuration
These steps require Admin permissions in both Zendesk and CCAI Platform.
Follow the steps to generate a new API token in the Zendesk help center.
In the CCAI Platform Portal, go to Settings > DeveloperSettings.
Enter the API token you just created in Zendesk in the API Token field.
Enter an email with Admin permissions in Zendesk in the Zendesk user email address field.
Mark the checkbox for Default User.
Click Save Changes.
Zendesk troubleshooting
If "Zendesk user email address" and "API Token" combination is invalid, an error message is shown and values are reverted to previous setting values (other settings are saved). If values were blank before, it will revert to blank values.
If "Zendesk user email address" and "API Token" combination is invalid on save, the "Default User" checkbox will get unchecked.
If either "Zendesk user email address" or "API Token" is empty, the "Default User" checkbox will be disabled.
Salesforce configuration
An account with Administrator privileges is required for this feature.
From the Admin Portal, go to Settings > Developer Settings.
Check to be sure all fields are completed in the CRM section.
Be sure your Salesforce Organization ID is 15 digits, not 18. Ex: instead of 00D0O000005Jj18UAC, remove the last 3 characters to be 00D0O000005Jj18.
Scroll to the bottom of the page and enter your individual Salesforce login URL. This URL is your custom domain, not your lightning domain. Example: https://[companyname]--CCAI Platform.cs88.my.salesforce.com.
Click Save Login URL.
Click the Link button and enter your Salesforce Administrator credentials in the pop-up and click Log In.
Once you are logged in, you will see the login listed as Active in green under Connected Admin Users.
Repeat Step 6 with another Admin account for redundancy is the first account is disabled.
Go to CRM > Default User and check the box for Use the Admin user for all ticket creation/updates... option.
Click Save Changes.
Salesforce troubleshooting
If "Salesforce Admin Token" is not linked "Default User" feature is disabled, the checkbox is disabled and you can't check or uncheck the box.
If "Salesforce Admin Token" is linked then "Default User" feature is enabled, you can then check or uncheck the box.
If "Default User" is checked and "Salesforce Admin Token" gets unlinked then "Default User" will get unchecked and disabled.
CRM API Rate Limits
Overview
APIs and your CRM
CCAI Platform call and chat adapters function within a Customer Relationship Manager (CRM) software. There are many benefits to this, including automatic case creation to record the details of interactions.
CCAI Platform is integrated through an application programming interface (API), which passes information from CCAI Platform into your CRM.
You may have other integrations already using APIs to connect to your CRM. Using an ecosystem of different apps and integrations tied together via APIs can help drive important business objectives for your contact center.
Limits
Each time CCAI Platform or any other application sends data to your CRM, it's referred to as a API call.
The specific CRM and level of licensing will determine how many API calls you are allowed per day, as well as how many API calls you are allowed per minute. This is referred to as rate limiting.
For example, you may have a Zendesk license that allows 400 API calls per minute and 2,500 calls per day. Some CRMs provide a dashboard that will allow you to monitor usage over time to ensure integrations are running smoothly and that no one app is monopolizing your API call rate.
Limits and CCAI Platform
The primary purpose of the CCAI Platform integration into your CRM is to record actions from calls and chats within case/ticket records. Each CCAI Platform activity that is tracked in the CRM - like contact search, case/ticket creation, and call logging - creates an API call.
This also means that if you exceed your rate limit within your CRM, you may experience calls and chats not creating cases/tickets.
Fortunately, CCAI Platform will continue to create the commands to make news cases/tickets from calls and chats even if you have reached your API limit. They will queue in the system, and as soon as the CRM can accept more API calls, the queued cases/tickets will populate in your CRM.
To avoid case creation interference, please ensure that you have the appropriate level of licensing to support all of your integrations, and monitor your API rate limit dashboards.
For Zendesk, CCAI Platform offers API batching to reduce the number of API calls made. Please see API Batching - Zendesk for more information.
Session Metadata File
Overview
For every voice and chat session, CCAI Platform stores the specific details in a session metadata JSON file. This file can contain 20+ data points including session information, transfers, handle duration, participants, diagnostic information, and much more. The session metadata file can be easily parsed and used for post-session analysis and tracking.
Session metadata can be pushed to an external storage service or attached to a CRM record. This JSON data file is available for custom and Standard CRM solutions.
Details
The session metadata file contains detailed information about the session. This is sent 15 mins after the session has completed.
The session metadata file can be utilized in many ways:
Delivered to your external storage service in JSON format
Used to update a CRM record via email
Attached to a record in the integrated CRM
Sessions metadata content
Session ID
Session type
Session status
Time when the session was:
Created
Queued
Assigned
Connected
Ended
Scheduled
Updated
Wait duration
Call duration
Hold duration
CSAT
Rating
Comment
SmartActions
Verification status
Photos and screenshots uploaded
Video files uploaded
Text input
Selected menu and menu path
Agent info
Transfer information
Deflection information
Handle durations
Queue durations
Participants
Verint: Face-to-Face Voice Interaction Recording Integration
Overview
This feature provides an out-of-the-box integration with Verint's Face-to-Face Voice Interaction Recording solution. Data flow between CCAI Platform and Verint is automatically established and call recordings are pushed to the Verint server for single administration.
The Face-to-Face Voice Interaction Recording feature provides extended benefits when used in combination with other functionality in the Verint Workforce Optimization suite.
Benefits from features like:
Quality monitoring
Speech analytics
Desktop and process analysis
Performance management
When enabled, the CCAI Platform agent call adapter interacts with a Verint app on the agent's Windows device. UJET's call adapter sends appropriate session metadata and the appropriate signals (start, pause, resume, stop recording) to the Verint app to manage call recording on the agent's device.
Requirements
Agent devices must run Windows OS
IT team needs to configure the Verint Face-to-Face Voice Interaction Recording app (msi) to each agents' Windows installation
Please contact your Customer Success Manager to activate this feature
Freshdesk CRM Integration
Overview
The CCAI Platform Platform is able to integrate with Freshdesk CRM Customer Engagement Center.
Automatic CRM record updates through seamless real-time data exchange, which significantly reduces handle times and post-call work for agents.
Call records, chat transcripts, consumer uploaded media files, and any pass through custom data.
CCAI Platform agent call and chat adapters are available via login to the CCAI Platform Portal. Includes support of UJET's SmartActions for IVR and mobile calls, featuring user authentication, screenshots, parallel SMS messaging, and real-time multimedia sharing.
Feature availability
| Feature | Availability |
| Acqueon Integration | Future feature |
| SmartActions | Supported |
| Custom Field Mapping | Future feature |
| CSAT by IVR | Supported |
| Custom Callback Number | Supported |
| User Segment DAP | Supported |
| API DAP (Basic Auth) | Supported |
| API Batching | Not planned currently |
| Custom contact field matching | Not supported yet |
| Click to Call | Unable to support due to CRM restriction |
| Default Admin User | Supported |
| Flexible Outbound Calling | Supported |
| Secondary account lookup | Unable to support due to CRM restriction |
| IVR API lookup | Not supported yet |
| Chat transcription attachment | Supported |
Retrieve your Freshdesk API Key
In this section, we will guide you to set up an initial connection between CCAI Platform and Freshdesk by finding the required subdomain information and adding it into the CCAI Platform Portal Developer Settings.
Prerequisites
- Account with Administrator access in Freshdesk
Log into Freshdesk using an account with Administrator permissions.
Click on your profile picture in the upper right and select Profile Settings from the dropdown.
The Your API Key field is displayed on the right-side of the Profile Settings screen.
Copy the API Key.
Configure Freshdesk In Developer Settings
Prerequisites
Your API Key from Freshdesk
User with Admin role assigned in the CCAI Platform Portal to access Developer Settings
In the CCAI Platform Portal, go to Settings > Developer Settings > CRM
Select Freshdesk as the Agent Platform.
In the Freshdesk subdomain field, enter the subdomain for your Freshdesk CRM (i.e.subdomain.freshdesk.com).
Paste the API key from Freshdesk in the API Key field.
Use the Phone Number Format dropdown to select the format used for phone number lookups and how the phone number is formatted in the Freshdesk record. Available options are:
Automatic: Create: +1 222 333 4444, Search: *222*333*4444
E.164: +12223334444
US Local: 2223334444
US local standard: (111) 222-3333
International: +1 222 333 4444
Select the Attach session metadata files to CRM records option to include the session metadata file as part of the record in Freshdesk.
The session metadata file includes detailed information about a session and is sent approximately 15 minutes after the session is ended as a JSON file.
For more information, please see Session Metadata File.
Click Save.
External Storage for Integrated CRMs
Overview
This feature enables the use of an external storage service to store and retrieve CCAI Platform session metadata, call recordings, chat transcripts, and consumer-uploaded media files.
The files are stored outside of your CRM and can be linked to CRM records. This is an excellent option if you have a CRM that does not have a standard integration with CCAI Platform.
The following storage services are supported:
Prerequisites
In order to configure External Storage, you must have:
A valid CCAI Platform account with Admin and Agent roles assigned for testing and configuration
Access to your CRM for testing
An external storage service
File formats and naming conventions
The following file types can be pushed to the external storage service. Files are encrypted during transit using HTTPS:
File |
Name |
Call recordings |
|
Media files |
|
Chat transcripts |
|
Session metadata |
|
Agent experience
Within your CRM, when the session is over, Agents see a link to the session recording or transcript. Instead of this link pointing to the file stored on the CRM server, the URL points to the configured external storage service.
During the call or chat session, photos and videos uploaded by the consumer via SmartActions are displayed in the Agent Adapter.
Configuring the external storage service
Complete these steps to configure your external storage:
Log in to the CCAI Platform Portal using an account with the Admin role assigned.
Go to Settings > Developer Settings.
On the Developer Settings page, scroll to the External Storage section.
Enable information storage outside CRM servers by toggling the switch to On, then select the types of files to be stored:
In the Server Setup section, select your storage type and complete the setup steps:
SFTP Server
Enter the SFTP Host (URL or IP address.)
Enter the Port number.
Enter the SFTP Login User ID.
If the SFTP server requires a password for authentication, enter it in the Password field.
If the SFTP server requires a private key for authentication, select the SSH Private Key checkbox:
Enter (copy & paste) the SSH Private Key.
Enter the private key Passphrase.
If the session information should be stored in a specific folder on the SFTP server, select the Folder Path checkbox and enter the SFTP folder path.
Click Save Changes.
Amazon S3 Cloud
Enter the S3 Bucket Name.
Enter the S3 Region.
Enter the S3 Execution Role.
Enter the S3 External ID.
If the session information must be stored in a specific folder in the S3 bucket, select the Folder Path checkbox and enter the S3 folder path.
Click Save Changes.
Google Cloud
Enter the destination Google Cloud Bucket Name.
Enter Google Cloud Client ID.
Enter the Google Cloud Client Secret.
If the session information should be stored in a specific folder in the Google Cloud bucket, select the Folder Path checkbox and enter the Google Cloud folder path.
Click Link & Save.
Testing the external storage configuration
For CRMs with existing standard integration:
Log in to your CRM.
Log in to CCAI Platform within the CRM using CCAI Platform credentials with an Agent role assigned.
Place a call or chat. The CRM record that is associated with the session is displayed.
When the session is finished, the transcript file should be uploaded within seconds.
Navigate to the external server storage folder directly and verify the file is available.
Navigate to the session information where the recording is stored:
Click on the link for the call recording or chat transcript and confirm the media is available.
Locating Chat Transcripts
Overview
Once a chat has ended, the transcript is uploaded to your CRM, or a data server, based on your configuration. This transcript shows the participants, timeline of events, and conversation content.
Admin Config
Chat Transcripts are enabled globally at Settings > Chat > Chat Transcripts.
Options:
Add the chat transcript as an attachment
Add as a comment in the CRM
Click Save Chat Transcript.
Location in CRM or Server
Transcripts are uploaded to the CRM or server once the chat has been completed. Transcripts can be found where the chat ID and other chat information are stored.
Zendesk: added in plain text and attached as a file to a private comment in the ticket
Salesforce: Added as a file attachment as a comment or to the CCAI Platform Session Object
Kustomer: added as both a file attachment and as a comment.
MS Dynamics: Added as an attachment under timeline for the ticket
Chat transcripts sent via SFTP to an external storage via integrated CRM. See External Storage for Intgerated CRM
Transcript details
Timestamp formatting
The timestamps in the chat transcripts will default to the timezone as set in Settings > Support CenterDetails.
The timestamps will be formatted as HH:MM:SS format.
Participant identification
The participants' first name and last name initial will show, if available in the system
The chat support agent name includes Agent before agent's first name
The full name of the agent will not be displayed anywhere in the system generated sections
The full name of the end-user will not be displayed anywhere in the system generated sections
Transcript styling
Header
The transcript header contains:
The chat ID of the specific chat with a prefix "ID:"
The start date of the chat in the format of YYYY-MM-DD and timezone
The dotted line made of 50 hyphens (-) is placed in the line right below the header
Body
The individual messages sent by the participants and the system
Messages are chronologically ordered following the order of message exchange
The exact timestamp of the message in HH:MM:SS format
The name of the participant who sent the message
The message sent by the participant
- No text case, styling, or format changes will be made to the actual chat message sent by the participant
All back-to-back messages from a single participant or system will be stacked together to represent a message block
Structure
Configure HubSpot in the CCAI Platform Portal
The steps below will establish the initial connection between CCAI Platform and HubSpot by locating and providing the relevant domain information to the CCAI Platform Portal.
Prerequisites
The Admin must locate the following two parameters in order to set up Hubspot integration:
HubSpot Domain ID
API Key
Supported Features
SmartActions
CSAT over IVR v1
Custom Callback number
API DAP (Basic Auth)
Flexible inbound call
Chat transcription attachment
Force use provided ticket ID
Steps to configure HubSpot
Log in to HubSpot using an account with Administrator credentials.
In the URL address locate the customer's Hubspot URL and write down the Domain ID number.
Go to Settings > Integrations > API Key.
In the Active API Key field, click the Copy link.
Log in to the CCAI Platform Portal using an account with Admin permissions assigned.
Go to Settings > Developer Settings > CRM
Under Agent Platform, select HubSpot.
In the HubSpot Domain ID field, enter the Domain ID from Step 2 above.
Paste the Active API key from HubSpot into the API Key field.
Use the CRM Record Type field to indicate which Hubspot object (Service > Tickets or Sales > Deals) will store CCAI Platform session data and for CRM record lookup.
NOTE: If the Deals object is selected, then the Deals object must be used for record lookup.
Select the Attach call data directly to the Call object option to enable pushing call data directly to the Call object.
This data includes call data points such as status, length of call, call started/finished, call recording, and associations to tickets, deals or users.
If Sales > Deals was selected as the CRM Record Type, the Pipeline and Stage dropdowns will display and are used when creating a new deal. Use these fields to indicate the status of the deal (CRM record).
Use the Phone Number Format dropdown to select the format used for phone number lookups and how the phone number is formatted in the HubSpot record.
::: tip Select Automatic as the format type unless your phone numbers are stored in a specific format in the CRM. :::
The available format options are:
Automatic: Create: +1 222 333 4444, Search: *222*333*4444
E.164: +12223334444
US Local: 2223334444
US Local Standard: (111) 222-3333
National: (111) 222-3333
International: +1 222 333 4444
Select the Attach session metadata files to CRM records option to include the session metadata file as part of the record in HubSpot.
The session metadata file includes detailed information about a session and is sent approximately 15 minutes after the session is ended as a JSON file. For more information, please see the Session Metadata File
Use the Custom fields for records section to automatically create custom fields for CRM records via API and push session data to those fields.
IMPORTANT: Creating fields in the CRM is a one-way process and cannot be undone from the CCAI Platform Portal.
Click Save.
Data passed to the CRM
Once HubSpot has been integrated, the Admin Portal can pass call data to the CRM automatically.
This data is attached to the Call object in HubSpot by default and includes:
the call duration
a copy of the call recording (in .wav format)
The Call object also includes a description of the call at the top of the screen to describe what has been done, such as IVR call Completed.
You can select the outcome of the call such as Connected, No answer, or Left voicemail, using the Select an outcome dropdown at the top of the window.
The Call information is associated with the Contact record in HubSpot as well as either the Ticket or Deal object, depending on the configuration in the Admin Portal.
To see where else this information has been shared, click Associations.