WebAgent for DaVinci CTI Actions and behaviors

Introduced in DC2024.02

Introduction

This overview details the CTI Actions available with the WebAgent for DaVinci. Note that DaVinci acts as a layer between the WebAgent and the system, with the WebAgent only feeding information to DaVinci.

Events

The following events are pushed by the WebAgent to DaVinci. Based on these events, DaVinci interacts and performs actions with the configured CRM system. For more information, please refer to the DaVinci documentation.

Event: A conversation is being offered

If Search after accepting conversation is set to false (default), the WebAgent sends an event containing:

  • Endpoint (phone number or email address)

  • Channel (email, telephony, SMS, chat - including WebChat and WhatsApp)

  • Direction (inbound or outbound)

  • State (alerting)

If Search after accepting conversation is set to true, nothing is sent.

Event: A conversation is accepted

If Search after accepting conversation is set to true, the WebAgent sends an 2 events containing:

  • Event 1

    • Endpoint (phone number or email address)

    • Channel (email, telephony, SMS, chat - including WebChat and WhatsApp)

    • Direction (inbound or outbound)

    • State (alerting)

  • Event 2

    • Endpoint (phone number or email address)

    • Channel (email, telephony, SMS, chat - including WebChat and WhatsApp)

    • Direction (inbound or outbound)

    • State (connected)

If Search after accepting conversation is set to false (default), nothing is sent.

  • Endpoint (phone number or email address)

  • Channel (email, telephony, SMS, chat - including WebChat and WhatsApp)

  • Direction (inbound or outbound)

  • State (connected)

Event: A Conversation is Wrapped Up

When the agent handles the conversation, the WebAgent sends an event containing:

  • Endpoint (phone number or email address)

  • Channel (email, telephony, SMS, chat - including WebChat and WhatsApp)

  • Direction (inbound or outbound)

  • State (completed)