API Integration Enhancements

API Integration Enhancements

This release includes improvements in API integrations with external business systems to allow Agents to build more context of the customer profile. This helps the Agent to see up-to-date data about the customer and makes them accessible in the 3rd column of the Agent Desktop.

• Define data formats and field-type options for each item of a static list, fetched via an API Integration, to uniquely represent them on the 3rd of Agent Desktop

• Show related information from a Helper Lookup, for any field fetched in an API Integration

• Use Helper Lookups to power the Dropdown fields configured in API integrations and ensure the choices shown are always in-sync with your business system

• Configure Dropdown fields to show choices from multiple data-formats that you receive from business systems

Agent Desktop version

This feature was included in v4.2.0 released on 17 January 2023.

Questions?

If you have ANY questions about how best to configure and use API integrations or about the technical bits, contact your sales rep or customer success team directly. They're the qualified experts to get it sorted and have you up and running in no time.

Resources and Videos

We have plenty of resources to support your contact center efforts on our website under Resources: www.contacto.com

Access our product videos on YouTube: https://www.youtube.com/c/Contacto-by-plivo