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Priority Routing Integration with CRM

This feature is available in integration with CIM. For 3rd party CRM integration, the following API should be implemented by the CRM/connector to identify the customer from CRM and get labels list from CRM.


 Following list specifies the connector request/response pattern:

  1. Type: GET
    API URL: /customer?query=phone:{refId}
    Return Type: Application/JSON
    CRM Connector should return customer object exactly like following JSON object. The customer object should contain label ids list in a key "labels" e.g.

    APPLESCRIPT
    {
        "labels": [
            "5eeb3455de812695676383d2"
        ],
        "_id": "5eeb34c5de8126e7596383d7",
        "phone2": "",
        "updated_by": "",
        "last_name": "",
        "phone3": "",
        "phone4": "",
        "phone5": "",
        "first_name": "Gold",
        "created_by": "admin",
        "email": "",
        "phone1": "1111",
        "createdAt": "2020-06-18T09:32:53.823Z",
        "updatedAt": "2020-06-18T09:32:53.823Z",
        "__v": 0
    }

    It should return phone number in phone1 field.

  2. Type: GET
    API URL: /label
    Return Type: Application/JSON
    After the customer is identified, Hybrid Chat requests for labels list, this label list should return an object like this:

    CODE
    [
        {
            "_id": "5eeb3455de812695676383d2",
            "name": "Gold",
            "updated_by": "",
            "created_by": "admin",
            "color_code": "#3cb44b",
            "createdAt": "2020-06-18T09:31:01.328Z",
            "updatedAt": "2020-06-18T09:31:01.328Z",
            "__v": 0
        },
        {
            "_id": "5eeb3460de8126013d6383d3",
            "name": "Silver",
            "updated_by": "",
            "created_by": "admin",
            "color_code": "#a9a9a9",
            "createdAt": "2020-06-18T09:31:12.990Z",
            "updatedAt": "2020-06-18T09:31:12.990Z",
            "__v": 0
        },
        {
            "_id": "5eeb348dde81262a576383d4",
            "name": "platinum ",
            "updated_by": "",
            "created_by": "admin",
            "color_code": "#039be6",
            "createdAt": "2020-06-18T09:31:57.808Z",
            "updatedAt": "2020-06-18T09:31:57.808Z",
            "__v": 0
        },
        {
            "_id": "5eeb3499de8126f6b26383d5",
            "name": "Vip",
            "updated_by": "",
            "created_by": "admin",
            "color_code": "#f032e6",
            "createdAt": "2020-06-18T09:32:09.385Z",
            "updatedAt": "2020-06-18T09:32:09.385Z",
            "__v": 0
        },
        {
            "_id": "5eeb34a7de8126ea486383d6",
            "name": "Vvip",
            "updated_by": "",
            "created_by": "admin",
            "color_code": "#7c87ce",
            "createdAt": "2020-06-18T09:32:23.563Z",
            "updatedAt": "2020-06-18T09:32:23.563Z",
            "__v": 0
        }
    ]

    Please note that _id field in labels list is the same as Customer Object → labels → id.

HTTP Status Codes

CRM Connector should comply with standard HTTP Status Codes.

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