Introduction to ECT
Written by Medha Anand
Updated on July 27th, 2022
- Getting Started
- Bot Building
- Smart Agent Chat
- Conversation Design
-
Developer Guides
Code Step Integration Static Step Integration Shopify Integration SETU Integration Exotel Integration CIBIL integration Freshdesk KMS Integration PayU Integration Zendesk Guide Integration Twilio Integration Razorpay Integration LeadSquared Integration USU(Unymira) Integration Helo(VivaConnect) Integration Salesforce KMS Integration Stripe Integration PayPal Integration CleverTap Integration Fynd Integration HubSpot Integration Magento Integration WooCommerce Integration Microsoft Dynamics 365 Integration
- Deployment
- External Agent Tool Setup
- Analytics & Reporting
- Notifications
- Commerce Plus
- Troubleshooting Guides
- Release Notes
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
Delete
TRACT supports only one business per account. So if you are trying to implement agent escalations other than Smart Agent Chat, there should be one bot in one account. If you have more than one bot, then you need to contact Haptik support.
