Introduction

Description: You can place a call - initiated as Outbound - to a specific destination and, when answered, it will be treated as a regular Inbound Queue Call, waiting in the Queue to be answered by an agentThis section details how to build a chatbot application by using the Sangoma CX WebChat widget, becoming the user interface for the end-customer to interact with the chatbot. We will use the Sangoma Digital Interactions API to handle the backend logic to communicate/integrate with the chatbot.

scope: cx.queue-calls

API Request

curl -XPOST --location 'https://cpaas.sangoma.com/cx/api/v1/queues/call/' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Bearer <YOUR_ACCESS_TOKEN>' \
--data '{
  "queue_name": "queue_test",
  "destination": "9001",
  "tenant_domain": "acme.cx.sangoma.com"
}'

Note: Replace digital-interactions

Integration Flow

Note: In the API Request sections, replace <YOUR_ACCESS_TOKEN> with your Access Token obtained from the Requesting Access Token authentication step .

This API call will enable the specified Queue (queue_name) within the tenant_domain to make calls to the provided destination.

Creating a Agent Chatbot using Sangoma Digital Interactions API (Our Widget)

scope: cx.digital-interactions

In this section, we will build a chatbot application using a inbox web widget that starts a conversation on your front panel. We will use the Sangoma Digital Interactions API to handle the backend logic for this chatbot.

detailed in API Authentication .

1. Create the agent bot

To receive events from Sangoma CX, you need to set up a agent bot. This requires a publicly accessible FQDN. For development purposes, you can use a tool like ngrok. We will use the outgoing_url to send webhook events, so certify that . Confirm this is public publicly accessible.

API Request

curl -XPOST --location 'https://cpaas.sangoma.com/cx/api/v1/digital-interactions/agent-bot/' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Bearer <YOUR_ACCESS_TOKEN>' \
--data '{
  "tenant_domain": "acme.cx.sangoma.com",
  "outgoing_url": "<your webhook fqdn>",
  "name": "My first bot"
}'

2. Choosing an Inbox

You can choose which inbox your chatbot is attached “assigned” to. In order to list the inboxes you can use the following request.

...

API Request

curl --location 'https://cpaas.sangoma.com/cx/api/v1/digital-interactions/inboxes/' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Bearer <YOUR_ACCESS_TOKEN>'

3.

...

Assigning the agent bot to the inbox

After choose choosing the inbox, you should attach assign the agent bot to that inbox using the following request.

API Request

curl -XPOST --location 'https://cpaas.sangoma.com/cx/api/v1/digital-interactions/assign-agent-bot/' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Bearer <YOUR_ACCESS_TOKEN>' \
--data '{
  "tenant_domain": "acme.cx.sangoma.com",
  "inbox_id": "<inbox_id>",
  "agent_bot_id": "<agent_bot_id>"
}'

Now  Now you can start your conversation using the web widget.

4. Sending Messages

Once the conversation is created, you can start sending messages.

API Request

curl -XPOST --location 'https://cpaas.sangoma.com/cx/api/v1/digital-interactions/messages/' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Bearer <YOUR_ACCESS_TOKEN>' \
--data '{
  "tenant_domain": "acme.cx.sangoma.com",
  "content": "My message",
  "message_type": "outgoing",
  "conversation_id": <conversation.id>
}'

6.

...

Redirect to a Customer Representative

If the customer needs human assistance, redirect the conversation to an inbox with agents that will interact with the customer representative.

API Request

curl -XPOST --location 'https://cpaas.sangoma.com/cx/api/v1/digital-interactions/conversations/deliver-to-agent/' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Bearer <YOUR_ACCESS_TOKEN>' \
--data '{
  "tenant_domain": "acme.cx.sangoma.com",
  "conversation_id": <conversation.id>
}'

...

You can choose whether your chatbot will use a unique inbox or if the customer can choose one. This is useful for creating different flows based on the selected inbox.

List Inboxes

curl --location 'https://cpaas.sangoma.com/cx/api/v1/digital-interactions/inboxes/' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Bearer <YOUR_ACCESS_TOKEN>'

...

Note: If the message_type is outgoing, it will be presented as a bot message; if incoming, it will be a customer message. The default value is outgoing.

6. Deliver to a Customer Representative

If the customer needs human assistance, redirect the conversation to an inbox customer representative.

...