Authorized Third-Party Domains

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

You can authorize third-party domains for your implementation of Digital Experience. This means that your agents can use these third-party applications in their digitalClosed Any channel, contact, or skill associated with Digital Experience. interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..

Akela Wolfe is the administrator for the contact center at Jungle, Inc. Her agents sometimes need to take payments over the phone. This can make wait times long for customers who are calling in about more complex issues. Akela wants to enable her agents that handle chat, email, and social interactions to be able to take payments through those channels.

Akela is not able to use Stripe for her payments, so she sets up an account with a different payment gateway, then authorizes that payment gateway in Digital Experience. She then creates custom component to connect it to channels, and a quick response for her agents to send to customers with a link directly to the payment portal. This allows for faster self-service and shorter wait time on the phone for her customers, and empowers more of her agents to handle this kind of interaction.

Authorize a Third-Party Domain

  1. Click the app selector and select ACD.
  2. Go to DFOQuick Replies.
  3. Click Authorized domains.
  4. Click Add.
  5. Enter a valid URL in the field and click Save.

Create a Quick Response

Agents send a link to the third-party domain to customers from quick responses. If you don't complete this section, agents won't be able to use this feature with your customers.

  1. Click the app selector and select ACD.
  2. Go to Digital Experience > Quick Responses.

  3. Click Add in the top right corner.
  4. Enter a Name for the quick response.
  5. Click the quick response Type drop-down and select Dynamic content.
  6. Enter the Dynamic content url from your third-party application. This connects the quick response with the application. Be sure the %s is on the end. For example, https://authorizedURL.com%s.
  7. Click Save. You will be directed back to the Quick Responses page.
  8. Click Channels to select the channels you want the quick response to be available for.

  9. On the next page, click Add next to the desired channels.

  10. Click Back at the top when you are finished. Changes are automatically saved.

  11. Click Tags to select the tags you want the quick response to be available for.

  12. On the next page, click Add next to the desired tags.

  13. Click Back at the top when you are finished. Changes are automatically saved.

On the Quick Responses page, in the Limitations column, a number in parentheses indicates how many channels and tags you selected.