Connectors

Updated: July 9, 2024

Connectors are agent dashboard buttons that can be customized to execute a variety of tasks for when on a call with a contact. Connectors can trigger browser HTTP GET and POST requests, automations, and initiate call transfers or speed dial actions.

Go to: Integrations > Connectors

Click Create Connector to begin.



Name. Create a name for the connector.

Description. Write a description describing the connector (optional).

Button Text (Required). Create a button name. This will be visible on the agent dashboard.

Ordering Priority. The numeric values of this feature indicate the visual ordering displayed the Connectors page and the agent dashboard when multiple connectors are available. Values must be between -100 and 200. The lower the value, the higher the connector is displayed on the Connectors page.

Button Background. Choose a color for the connector button icon.

Text Color. Choose a connector button text color.



Browser Based Web Request Section

Browser based web requests are GET or POST methods that occur within the Agent's web browser by opening a new browser tab. This is ideal for opening pages in 3rd party websites or applications.

URL. This is the URL of the website/application to connect with (URL will differ from one application to another):

• Example: Google Maps - https://google.com/maps/place/

Query Params: Enter (optional) key-value pair extensions.

• Example: ?number={home_phone_number}

Request Type: Select the GET or POST method

• GET: This request is intended to retrieve data from a server
• POST: This request is intended to send data to a server

Content Type: Select either "Application X WWW Form URL Encoded" or "Multipart/Form-Data." This will depend on how the 3rd party's website/application parses and reads data.

Open In New Window. When enabled, this feature opens the connector action in a new and separate window. When disabled, the connector action opens in a new tab on the current browser.

*Window Settings. If "Open in New Window" is enabled, these settings allow for window pop-up size and position to be configurable. Click Preview to view how the pop-up window will look like.



Headers Section

Headers add additional URL query parameters when using the GET request type. The following are examples of headers (key and values may different from one application to another):

• Example Headers: 
  • Key = q
  • Value = {address},{city},{state},{zip_code}
• Example Headers:
  • Key = city
  • Value = {city}

To add more headers, click Add Header Row.



Automations Section

Automations are triggered responses, defined by conditions and actions, that automate tasks. Connectors can initiate automations, allowing agents to efficiently move along the customer's journey without any slow processing times.

Available automations will be displayed under the "Available Automations" column. To enable an automation on the connector, click Add on the automation to move it to the "Enabled Automations" column. To remove an automation, click Remove.



Click HERE to read more about automations.

Speed Dial & Transfers: Transfer Type & Destinations

Connectors can initiate one-click speed dial or transfers initiation to predefined destinations. Connector button transfer initiation applies only to Call Tools' Web Phone, and does not work with external VoIP phones. An external VoIP phone can be used as a predefined destination, but cannot initiate a transfer.

Transfer Type. A transfer type indicates the type of transfer this connector with execute:

• Blind: When the connector button is clicked, the call is sent to the destination. This means that the connection with the agent that clicked the connector button is no longer active. If the destination is another agent, they will instantly be connected with the contact.
• Attended: When the connector button is clicked, the call generates a 3-way type of call so that the receiving agent can be introduced to the contact by the transferring agent that clicked the connector button.

Destinations. A destination is any PBX destination that's available, such as an agent, phone, queue, IVR, voicemail, external phone number, etc. From the drop-down, select any available destination.

Click Save to finish.



Instant HTTP Request

An HTTP Request is made when a client makes a request to get a resource or post data to a server. For example, when you go to a web site, your browser usually sends a GET request to receive the necessary data to load the web page. Another example is when there is a new customer signup, a POST request can be sent to a CRM to post new contact information.

Instant HTTP Request is alternative to having a connector trigger an automation web hook, which has a delay (asynchronous). Instant HTTP Requests are triggered immediately when the connector button is clicked (synchronous). This feature also works with the Auto Call Start and Auto Call End connector features.

Before using this feature, an HTTP Request with the "Connector Button Click" trigger model needs to be created. (If leaving this page, click Save.)

Go to: Integrations > HTTP Requests and click Create HTTP Request to begin. 

Here is an example of an HTTP request using the POST method.

Note: The trigger model must be Connector Button Click.



Click Save to finish the HTTP request form, then go back to the connector page and click the Instant HTTP Request drop down menu to select your newly created HTTP request. 



Click Save to finish.

View Assignments

On the main Connectors page, click View Assignments to enter the Create Connector Assignments page. By default, this section displays connectors that are assigned throughout the platform based on agent, campaign, queue, and/or team. Connectors can be filtered using the same parameters, including the "Connector" field, to display connectors that are assigned or unassigned. 



Click Create Connector Assignment.

First, select the connector. Second select the assignments (campaign, queue, team, user, or account). Third, based on the assignment in step two, select the final assignment option. 

Click Submit to finish.



View Logs

When a connector is used, a log is created. On the main Connectors page, click View Logs. This page shows a log of all connectors clicked and successfully executed.



Note: When making changes to connectors, the agent may need to refresh their page in order for the changes to take effect on their end. Otherwise the browser may continue operating under the last known setting.

Conclusion

Connectors are widely used. They help automate certain tasks that help make the contact process more efficient. It's recommended to first test the connector to ensure it works as intended. If you need any further assistance, please contact support.