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:
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.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 asCustomer Object
→labels
→id.
HTTP Status Codes
CRM Connector should comply with standard HTTP Status Codes.