1 - Prerequisites

Before implementing a messaging-to-call escalation scenario through your external call service’s (CCaaS > Contact Center as a Service) API note that: 

• Escalations are possible using our connected bots for a CCaaS solution, through custom development to connect to your API provider. 
• For each custom development; please ask your iAdvize contact to confirm the availability or non-availability of an existing connection.

2 - Preview of the customer experience

3 - How it works

Step 1 - Admin - Setup your API connection within iAdvize’s admin

Go to API connections

1. Create your API connection
   
   
   
   
2. Set the API connection name
   
   
   
   
   
3. Set the API values of the external call provider
   
   
   
   

Step 2 - Create your bot scenario

1. Go to automation section, then create your bot
   
   
   
   
   
2. Create an API connection card, don’t forget to start by collecting the phone number
   
   
   
   
3. You’re all set

Q&A

• Legal : do we need a specific optin to collect the phone number from the visitor?

As this is a messaging escalation to call, it is possible to collect the consent from the legal notice (GDPR) at the beginning of the conversation: https://help.iadvize.com/hc/en-gb/articles/360004208291-Activate-the-consent-request-GDPR

The DPO from the brand can add specific consent information inside it, iAdvize legal team is also currently adding a default text to our legal notice

In concrete terms, this optin: 


Is now replaced by our chat legal notice

• International phone number format

In the previous version of instant call back it was necessary to select an international identifier

In the escalation scenario Messaging-to-Call, there is no longer an international identifier.
For the escalation to work we only need the raw number entered by the visitor, and the validation of the number is supported by your external call provider (CCaaS). In case there is an error in the format, the API of your external provider (CCaaS) will provide an error message for the visitor to correct the format.
 

• Can the escalation work with the Copilot for Shopper?

Yes, you can set up escalation on your Copilot for Shopper. During the conversation, the visitor may request to speak with a human, and you can offer escalation to a Call at that moment.

Option 1

If you have created a connected bot with the previous steps, you can : 

1. Go to your Copilot Scenario and the generative AI card
2. Configure the custom behavior when the visitor wants to speak with a human:
   - Action : Transfer to 
   - Choose the Routing Rule of your connected bot

Option 2 

1. Set up an API connection card in your Copilot scenario.
   
   
2. Add a step of the "Multiple-choice question" type:
   - Define the Copilot message and the choices, including the Call as one of the options.
   Example: How would you like to contact us? Chat / Phone
   - For the Call option, select the action from your API connection card.
   
   
   
   
3. In the generative AI card, configure the custom behavior for when the visitor wants to speak with a human:
   - Action : Continue to step
   - Select the step you just configured with the multiple-choice options.

• How can I track the escalations that were performed?

A specific connected bot can be created and then filtered in the Conversation report by choosing the bot's name or a keyword.