lfarinha | 2019-02-15 16:05:13 UTC | #1
Hi,
I've been creating an integration between a 3rd party translation application and PureCloud email conversations. For an inbound scenario (when a conversation is started by the customer), our solution follows this structure:
- We use an agent script with an iframe (web part component) to a 3rd party web application.
- When an agent handles an inbound interaction email, the agent script is configured to display automatically via architect email inbound flow
- When the agent script loads our web page and performs an OAuth implicit grant. We're using the Scripter variables to pass the conversation Id, and thus, have access to the actual conversation context.
Questions:
- Question 1: Besides architect, is there any other way for an agent to access a script?
- Question 2: How can we use this solution for Outbound email conversations (an agent would start a new email conversation)? Given there are no "Outbound Email" type flows, we cannot link the script to the outbound email...
Thanks
tim.smith | 2019-02-15 16:22:05 UTC | #2
Besides architect, is there any other way for an agent to access a script?
Scripts are associated with conversations. A script is only accessible in the context of handling a conversation. Most ways of initiating an ACD conversation have a way to set a script for that conversation.
How can we use this solution for Outbound email conversations
Set a default script on the queue that the email is being sent from. https://help.mypurecloud.com/articles/set-default-script-page/
lfarinha | 2019-02-15 18:21:17 UTC | #3
thanks Tim. This should solve our problem. Great!
system | 2019-03-18 18:21:20 UTC | #4
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