When you integrate Kustomer with NiCE CXone Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), the two applications share contact and interaction data. Data from Kustomer records appears in Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), and data from Agent Workspace for Microsoft Teams (Agent for Microsoft Teams) appears in Kustomer records.
Prerequisites
Before you begin:
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Make sure Agent Integrations is enabled for your system. Your Account Representative can help with this.
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Check the following in NiCE CXone:
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Make sure you have the Scripts Create/Edit permission.
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Enable the Customer Card employee profile attribute in Admin > Employees. This enables agents to see the customer card.
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Enable the Agent Integrations employee profile attribute in Admin > Employees. This enables agents to see Kustomer records in the customer card. You are billed for CRM integration based on the number of employees with this attribute enabled.
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Create a user account in Kustomer specifically for NiCE CXone configuration. This is the system user. It is recommended to give the system user administrator privileges. If you do not want to give the system user administrator privileges, you must give it:
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Read access to all Kustomer entity records and entity fields.
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Read/Write access to all Kustomer entity records that will be accessed or updated in the workflows you've configured, including Search workflows
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Allow this URL on your security network: https://nicecxone.integration-authentication.com/oauth2/token.
Process
To integrate Kustomer with Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), complete these steps: