Channel Connector Developer Guide
Purpose
The purpose of this guide is to provide information to developers on how to develop a channel connector to connect multiple media channels with Expertflow CX for carrying-out customer interactions.
Intended Audience
As a developer, you will develop REST API clients and expose certain webhooks for a channel connector.
Assumptions and Constraints
It should be noted that Expertflow CX is a channel agnostic chat solution which means that Channel Connector Developers can connect using any chat and voice media channels. The integration of channels with the connector is left at the discretion of the developer and not included in this guide.
Getting Started
Expertflow CX comes out of the box with some channel connectors of some channel types. You can add more channels of certain types following this guide.
A Channel Connector communicates with Expertflow CX over REST APIs. The connector must expose a webhook to receive events from Expertflow CX. The connector must call the endpoint cim-messages for the webhook to work properly.
CCM | CCM stands for Customer Channel Manager. | |
|---|---|---|
| 1 | Channel Connector | Allows media interfacing with CCM (Expertflow CX). |
| 2 | Customer Channels | Please see here for details on media channels. |
Next Steps
1. | Define a ChannelConnector in Expertflow CX Unified Admin to send and receive customer messages to and from HybridChat. | |
|---|---|---|
2. | The channel connectors needs to update configurations in case of any changes/updates made in Unified Admin console. | |
3. | Sending messages | The channel connector needs to call Post /message REST APIs to send messages to CCM. The format of the messages is described in detail in Messages section. |
4. | Receiving messages | The connector needs to expose a Webhook to receive messages from CCM. The URL for the webhook will be specified in the Unified Admin Console as explained in Register Channel Connector. The format of the messages is described in detail in Messages section. |