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/agentagents-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>",
  "description": "test",
  "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/assignagents-agent-bot/assign/' \
--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 '{
  "tenantis_domainbot": "acme.cx.sangoma.com",
  "content": "My message"true,
  "message_type": "outgoing",
  "conversation_id": <conversation.id>
}'

6. Deliver to a Customer Representative

If the customer needs human assistance, redirect the conversation to an inbox 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>
}'

Advanced: Creating a Chatbot and Web Widget using Sangoma Digital Interactions API (Self Widget)

scope: cx.digital-interactions

In this section, we will build a chatbot application consisting of a 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.

1. Create a Webhook

To receive events from Sangoma CX, you need to set up a webhook. This requires a publicly accessible FQDN. For development purposes, you can use a tool like ngrok.

API Request

curl -XPOST --location 'https://cpaas.sangoma.com/cx/api/v1/digital-interactions/webhooks/' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Bearer <YOUR_ACCESS_TOKEN>' \
--data '{
  "tenant_domain": "acme.cx.sangoma.com",
  "url": "<your webhook fqdn>",
  "subscriptions": [
    "conversation_created",
    "message_created"
  ]
}'

2. Choosing an Inbox

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>'

If you are using only one inbox, you can hard-code the value to save a request. Find the inbox ID in the interface: Sangoma Call Center Inbox

3. Create a Contact for Your Customer

With the inbox ID, create a contact for the customer after collecting basic data such as name, email, and phone number.

API Request

curl -XPOST --location 'https://cpaas.sangoma.com/cx/api/v1/digital-interactions/contacts/' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Bearer <YOUR_ACCESS_TOKEN>' \
--data '{
  "tenant_domain": "acme.cx.sangoma.com",
  "name": "My Customer Name",
  "email": "my@customer.email",
  "inbox_id": <inbox_id>,
  "phone_number": "+199999999"
}'

4. Start the Conversation

After creating the contact, initiate a conversation on the platform.

API Request

curl -XPOST --location 'https://cpaas.sangoma.com/cx/api/v1/digital-interactions/conversations/' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Bearer <YOUR_ACCESS_TOKEN>' \
--data '{
  "tenant_domain": "acme.cx.sangoma.com",
  "source_id": "<contact.email>",
  "contact_id": <contact.id>,
  "inbox_id": <inbox_id>,
  "priority": <priority_int>,
  "initial_message": "Hello world"
}'

5. 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 '{_bot_id": <agentbot_id>,
  "tenant_domain": "acme.cx.sangoma.com",
  "content": "My message",
  "message_type": "incoming|outgoing",
  "conversation_id": <conversation.id>
}'

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. 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>
}'

7. Finish the Conversation

When the customer is satisfied with the bot or representative's assistanceassistance and does not require involving an agent to interact with the customer, finish the conversation using the followin API.

API Request

curl -XPOST --location 'https://cpaas.sangoma.com/cx/api/v1/digital-interactions/conversations/finish/' \
--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>
}'

For step-by-step instructions on how to do this with one of our supported helper libraries or SDKs, check out the quickstarts for:

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