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Handover to a Helpdesk

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Handover to a Helpdesk

Use the Agent Handover chat activity to hand the widget over to a crm.

IMPORTANT
For the following helpdesks it is important to enable file upload via the Enable file upload checkbox in the text message chat activity before handing over:

  • Freshchat
  • Dixa
  • Oracle
  • Kustomer

CRM handover options for Salesforce:

To handover to Salesforce pass the following payload in the Agent Handover chat activity:

The buttonId, deploymentId and organizationId can be found in the Salesforce UI. See the docs here for details: https://developer.salesforce.com/docs/atlas.en-us.service_sdk_ios.meta/service_sdk_ios/live_agent_cloud_setup_get_settings.htm

Custom fields must be in the format of Salesforce CustomDetail objects as documented here: https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/live_agent_rest_data_types.htm#CustomDetail

{
  "isPost": true,
  "buttonId": "5736g000000k9nQ",
  "language": "en-US",
  "userAgent": "{{userAgent}}",
  "crmPlatform": "salesforce",
  "visitorName": "{{visitorName}}",
  "deploymentId": "5726g000000k9nQ",
  "organizationId": "00D6g000003Q6HI",
  "prechatDetails": [],
  "buttonOverrides": [],
  "prechatEntities": [],
  "screenResolution": "{{screenRes}}",
  "liveAgentHostname": "d.la1-c2-ia4.salesforceliveagent.com",
  "receiveQueueUpdates": true,
}

the prechatDetails array can be populated with data conforming to the Salesforce customDetail object: https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/live_agent_rest_data_types.htm#CustomDetail

the prechatEntities array can be populated with data conforming to the Salesforce Entity object: https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/live_agent_rest_data_types.htm#Entity

userAgent and screenResolution can be taken from the pageProperties input that the widget sends.

CRM handover options for Dixa:

{
  "tags": ["some", "tag"],
  "email": "{{email}}",
  "queueId": "8d921a1c-8da5-4788-b787-21024c230787",
  "widgetId": "a4fda39e-0d78-40a4-afbd-b2d35d0b2a3a",
  "crmPlatform": "dixa",
  "connectionId": "96f2fc68-beb0-48f4-9efc-78b399205e00"
}
  • tags is an optional array of strings which will be passed in to the Dixa ticket on creation
  • queueID is an optional string containing the id of the queue to hand over to. You can find this by going in to Dixa settings (cog icon), clicking on Queues, clicking in to the queue you want to handover to and then selecting the uuid from the url.
  • widgetId is mandatory. You can find this by going in to Dixa settings (cog icon), clicking on Chat, selecting the corresponding widget (or create a new one), then click on the 3 dots on the right hand side and then click on Setup. The widget id will be the uuid in the url on the next screen.
  • connectionId is the DG connection id created in the Modules section of the DG Dashboard
  • email the end users email - taken from the conversation object

CRM handover options for Kustomer:

{
  "name": "Test enduser",
  "tags": ["some", "tag"],
  "email": "{{email}}",
  "queue": null,
  "crmPlatform": "kustomer",
  "connectionId": "35b956ad-8f96-4adc-9417-d6d37cafa6c2"
}
  • tags is an optional array of strings which will be passed in to the Kustomer ticket on creation
  • queue is an optional string containing the id of the queue to hand over to
  • connectionId is the DG connection id created in the Modules section of the DG Dashboard
  • email the end users email - taken from the conversation object

CRM handover options for Freshchat:

{
  "name": "{{name}}",
  "email": "{{email}}",
  "crmPlatform": "freshchat",
  "connectionId": "3b26e44a-9293-4e1b-9a31-d9667457334c"
}
  • name the end users name - taken from the conversation object
  • email the end users email - taken from the conversation object
  • connectionId is the DG connection id created in the Modules section of the DG Dashboard

CRM handover options for Oracle:

{
  "crmPlatform": "oracle_chat",
  "connectionId": "6038fb60-c16c-4b67-8443-3ea21ae08d85",
  "sessionInformation": "{\"emailAddress\" : \"[email protected]\"}"
}
  • connectionId is the DG connection id created in the Modules section of the DG Dashboard
  • sessionInformation - containing an object with the end users email address

CRM handover options for Sunco:
The Frontend team manage Sunco implementations for chat (for both migrations from v1 and new implementations in v3). Please message the Frontend team on the #talk-to-frontend Slack channel if you need to integrate a widget with Sunco.

CRM handover options for Gorgias:
Implementation Guide

How to report issues with a helpdesk

If you encounter issues when integrating with a particular Helpdesk, please raise an issue on the #issue Slack channel.

Frontend look after the Gorgias and Sunco integrations so if you have an issue with either of those please select Front End in the Team dropdown on the Raise issue template in the #issues channel.

For issues relating to Salesforce, Freshchat, Oracle, Dixa or Kustomer please select Back End in the Team dropdown.

Updated 18 days ago