CXone Suite Integration
CXone offers rich APIs APIs allow you to automate certain functionality by connecting your CXone system with other software your organization uses. that you can use for a variety of purposes, including:
- Retrieving workflow data.
- Communicating real-time SLA.
- Registering a customer to marketing campaigns.
- Opting a customer out of calling lists or campaigns.
- Scheduling an immediate callback (digital to voice escalation).
Visit the developer portal to find a library of RESTful APIs, on-demand documentation, and FAQs.
Configure CXone Suite Integrations
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In CXone, click the app selector and select Bot Builder.
- Click the bot you want to work with.
- Click Integrations in the left icon menu.
- On the APIs tab, in the Native section, click CXone Suite.
- Under Authentication, enter your Client ID and Secret. If you don't have these credentials, you can retrieve them by following the steps on the developer portal.
- Under Actions, there are a few actions built-in. You can choose to use and customize one of those, or click New Action.
- Type a name for the action and press Enter.
- Click the action to configure it.
- 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.
- Click Test Request at any time to populate the Response window.
- You can use the Error Message field to determine what to show a customer in response to a failed API request.
- You can select the Debug Mode checkbox to add a suffix response to the error message.
- Ensure the action toggle at the top of the action configuration page is turned on. If the toggle is off, the action will not be available to use.
- If you want to add the integration to a bot skill, hover over the integration in the left column, then click Options > Add to Skill. If the skill already exists, select it from the list. You can select more than one. If you need to create a new skill for the data, type a name for your skill in the field, then click Create Skill "...".
- Click Train and Stage to train your bot on the new integration. You can also do more training and testing later.
- Add your action to a story, rule, or fallback. The APIs section of the bot action options will show all the API integration actions you have configured and turned on.