Handover to a Helpdesk
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 creationqueueID
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 onQueues
, 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 onChat
, selecting the corresponding widget (or create a new one), then click on the 3 dots on the right hand side and then click onSetup
. 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 Dashboardemail
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 creationqueue
is an optional string containing the id of the queue to hand over toconnectionId
is the DG connection id created in the Modules section of the DG Dashboardemail
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 objectemail
the end users email - taken from the conversation objectconnectionId
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 DashboardsessionInformation
- 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 9 days ago