There might be times when there is an existing bot with a flow already built on another platform or through custom code. It is possible to connect this external bot flow to the haptik tools through the bot builder tool.
Steps to integrate
This is a straigthforward method where the client can integrate with haptik's tool using simple webhooks.
For the purposes of the integration, haptik will provide the client with the following data:
- webhook URL
The client can then use this data for the integration. Here's how the integration will work:
- When the client wants to transfer the chat to an agent they perform the following actions:
- Create a Haptik User - Link to Documentation
- Send a message to Haptik - Link to Documentation. This creates a new message in agent chat and assigns the chat to an agent.
The client also needs to provide a webhook of their own where the responses from the agent will be sent. Haptik will send the agent responses to this webhook endpoint with the following paylaod - Link to Documentation.
Client processes the messages received on the webhook and forwards it to the user who sent the message.