Introduction to ECT

Third-party agent chat tool (TRACT) Integration

TRACT extends our system to allow interfacing with third-party agent chat tools. This document defines the interfaces used to integrate with the third-party tools to -

• Allow third party agent chat tools to interoperate with Haptik IVAs
• Allow Haptik to act as a proxy and handle thread control for third party external chat tools.

Actors

• Chat end user [CEU]
• Client organisation [CO]
• Third party middleware: e.g: Facebook Messenger in case of facebook bots [TPM]
• Haptik components:
  • Message Delivery [MD]
  • Intelligent Virtual Assistant [IVA]
  • Analytics [A]
  • T R A C T [TRACT]
• Third party agent chat tools (external chat tool): [ECT]
• Agent end user [AEU]

Integration APIs

Haptik will expose the following endpoints:

The TRACT APIs can be split in these sets:

• Authentication APIs: these issue access tokens to be used with rest of the APIs
• Management APIs : register/enlist webhooks for the rest of the API sets
• User APIs: get data pertaining to users
• Message APIs: send/receive messages
• Event APIs: send/receive events
• Thread control APIs: these allow transfer of conversation control