CXone Mpower Agent Builder supports integrations with any system, web service, or application that you have access to and want to use with your Mpower Agent
A virtual agent created with CXone Mpower Agent Builder that can handle voice or chat interactions.. There are two types of integrations:
- Scripting: Write scripts with JavaScript to create custom behaviors for your Mpower Agent. These are created and managed on the Integrations > Scripts tab.
- API: Connect to web services via API. These integrations are set up and managed on the Integrations > APIs tab in Agent Builder.
Both kinds of integrations allow you to create custom Mpower Agent actions. Mpower Agent actions define what your Mpower Agent does when responding to a contact's utterance What a contact says or types.. To use your integration with your Mpower Agent, add it to an Mpower Agent response when working with dialogues Mpower Agent stories, rules, and flows in Agent Builder.. The integration is available as an Mpower Agent action.
Integrations with CXone Mpower Applications
You can use other CXone Mpower applications with your Mpower Agent, such as Expert and Feedback Management. To set up these integrations, download the appropriate Mpower Agent skill from the Skill Store.
Each skill in the Skill Store comes with a page of documentation about how to set up and configure the integration.
Agent Builder API
Agent Builder has a REST API you can use to extract conversation data from your Mpower Agent. This allows you to export conversation data to perform analytics or other third-party processes.