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 - Set up 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 the "Shopping Assistant" section, "Workflows" tab, then click "Create". If a window asks which type of bot to create, choose "Internal" then "Create a 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.

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 Shopping Assistant?

Yes. When the visitor asks to speak with a human, the Shopping Assistant can transfer the conversation to your connected bot, which offers the call.

1. In Shopping Assistant > Assistant Builder, open your Assistant, then the Custom behaviors tab.

2. Open the "Shopper requests to speak with a human agent" behavior and choose the Transfer action.

3. Select the routing rule of your connected bot. You can add a message for the visitor and activate an alternative if the transfer fails. Save.

How can I track the escalations that were performed?

Create a connected bot dedicated to the escalation. In the Conversations report, find its conversations with the Agents filter, which includes bots, or with the Keywords filter.