Set Up API Integrations in Agent Builder

You can set up custom integrations using APIsClosed Application Programming Interface. Allows you to automate certain functionality by connecting your CXone Mpower system with other software.. This allows you to use your own database or third-party applications with your Mpower AgentClosed A virtual agent created with CXone Mpower Agent Builder that can handle voice or chat interactions.. You can connect CXone Mpower Agent Builder and the web service you're integrating with by setting up a custom integration.

After the integration is set up, you must create one or more custom Mpower Agent actions. This allows you to define the requests that are sent to the integrated web service. You can use these Mpower Agent actions in dialoguesClosed Mpower Agent stories, rules, and flows in Agent Builder. to have your Mpower Agent send a request to the web service at certain points in the conversation.

The New Integration page on the APIs tab, where you can set up authentication and create actions.

Create a New API Integration

You only need to create one integration per web service you're connecting to.

  1. In CXone Mpower, click the app selector and select Agent Builder.

  2. Click the Mpower Agent you want to work with.
  3. Click Integrations icon, which looks like a plug. in the left icon menu.
  4. On the APIs tab, click New Integration.
  5. Click the default New Integration title to rename the integration, then press Enter to save your change.
  6. Under Authentication, select an authentication Method. Enter the required information for the type you select.
    FieldDetails
    Public

    Your API integration does not require authentication. No additional steps are required.

    You can still add an authorization line in the JSON for any actions you create.

    OAuth 2.0

    Fill in the Authorization URL, Key, and Secret fields. The Scope details are optional. Scope allows you to limit the amount of access that's granted to an access token. Agent Builder uses the Client Credentials grant type of OAuth 2.0.

    This information can be found in the account for the web service you're integrating with.

    Custom

    In the JSON Request Editor, add a line for authorization in the headers section, then enter the authentication method you want to use. You can use Basic Authentication, JSON Web Token, Simple Web Token, or Bearer Token. 

    {
  "headers": {
  "Content-Type": "application/json",
  "Authorization": "[authentication_type] [token]"
  }
}
  7. Add one or more custom actions to the integration.
  8. When you're finished making changes, click Train and Stage to update your Mpower Agent modelClosed Version of a bot that has been trained and staged to test this change.

  9. Add your action to a storyClosed Used to train an Mpower Agent for interaction handling based on intent and context., ruleClosed Used to define an Mpower Agent's response to messages that don't change with context., or fallbackClosed A plain text alternative sent when the destination doesn't support rich media.. The APIs section of the Mpower Agent action options shows all the API integration actions you have configured and turned on.

    A window where you select an Mpower Agent response from the General, Forms, APIs, or Scripts tabs

Create a Custom Mpower Agent Action for an Integration

You need at least one custom Mpower Agent action in your API integration. After you create and enable your custom Mpower Agent action, you can use it in an Mpower Agent response when working with dialoguesClosed State that allows an agent to complete work requirements after finishing an interaction..

  1. In CXone Mpower, click the app selector and select Agent Builder.

  2. Click the Mpower Agent you want to work with.
  3. Click Integrations icon, which looks like a plug. in the left icon menu.
  4. Select the folder for the intents you want to work with, or create a new one.
  5. Under Actions, click New Action.
  6. Enter a name for the action and press Enter.
  7. Click the action to configure it.
  8. Under Configuration, write your configuration in the Request JSON window. Slot values can be used as variables in the format {{slot_name}}. You can use the mockSlots parameter for testing purposes.
  9. Click Test Request at any time to populate the Response window.
  10. You can use the Error Message field under Error Handling to specify what to show the contact in response to a failed API request.
  11. You can select the Debug Mode checkbox to add a suffix response to the error message.
  12. When the action is ready to use with your Mpower Agent, click the switch A long oval with a circle in it that moves from side to side when clicked. at the top of the action configuration page to turn on the action. If the switch is off, the action will not be available to use.

  13. When you're finished making changes, click Train and Stage to update your Mpower Agent modelClosed Version of a bot that has been trained and staged to test this change.

Add a Custom API Integration to a Mpower Agent Skill

You can add your custom API integration to one or more of your Mpower Agent skills. This allows you to use the integration's Mpower Agent actions with the skills you add the integration to.

  1. In CXone Mpower, click the app selector and select Agent Builder.

  2. Click the Mpower Agent you want to work with.
  3. Click Integrations icon, which looks like a plug. in the left icon menu.
  4. On the APIs tab, hover your cursor over the integration you want to work with.
  5. Click the ellipsis Icon of three dots in a row. and select Add to Skill.
  6. Click one or more skills to click Select all to add the integration to all available skills.
  7. If the skill you want isn't available, enter a name in the search bar, then click Create Skill.