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CloudTalk integration

Demo - https://www.youtube.com/watch?v=5Jkmo8MSAUE

Requirements

Install requirements in Live Helper Chat​

  • Clone extension in lhc_web/extensions folder. Structure should look like extension/cloudtalkio
  • Execute extension/cloudtalkio/doc/install.sql to install new tables.
  • Activate extension in lhc_web/settings/settings.ini.php file. Sample place https://github.com/LiveHelperChat/livehelperchat/blob/master/lhc_web/settings/settings.ini.default.php#L29
  • Copy extension/cloudtalkio/settings/settings.ini.default.php to extension/cloudtalkio/settings/settings.ini.php
  • Change
    • ACCESS_KEY_ID - In CloudTalk Account -> Settings -> API Keys ACCESS KEY ID AND ACCESS KEY SECRET
    • ACCESS_KEY_SECRET- In CloudTalk Account -> Settings -> API Keys ACCESS KEY ID AND ACCESS KEY SECRET
    • lhc_key - put any random string, we will need it configuring workflows in CloudTalk
  • In system configuration now clear cache.

There is two permission in the module

  • lhcloudtalkio,use_admin - Allow operator to configure CloudTalk. Only admins should have it.
  • lhcloudtalkio,use_operator - Allow operator to use CloudTalk. Operators should have it to use

In the left menu under Modules you will find CloudTalk menu item.

There are three items

Call history​

Here you will find a call history.

Live Agent List​

This shows what data sees Live Helper Chat directly from CloudTalk. It's usefull just for investigation purposes.

Agents in Live Helper Chat​

This list shows all existing agents which are mapped to CloudTalk agents.

To import agents you have to have running following cronjob. It should be run every hour. Or manually if you agents in CloudTalk does not change often.

php cron.php -s site_admin -e cloudtalkio -c cron/sync_agents

If you did everything correct you should see list of your agents.

Next you can assign Live Helper Chat agent to correct CloudTalk agent.

After that your agent can start sending invitation for a live call during conversations. Agent will see relevant actions only of chat has phone number. So agent might need to enter it before a call.

Bot configuration​

For extension to work correctly two commands have to be defined. These commands are sent once invitation or direct call is started. Bot you can download here

!cloudtalk

and

!cloudtalkdirect

Configuration example

Contacts remove cronjob​

If you do not want to keep contacts in CloudTalk after a chat has ended. You can setup this cronjob. It will remove contacts if from call has passed more than 1 hour.

php cron.php -s site_admin -e cloudtalkio -c cron/delete_contacts

PHP-Resque​

If you are using lhcphpresque extension. https://github.com/LiveHelperChat/lhc-php-resque

You will have to add to settings file new job.

CloudTalk extension always will delegate Rest API calls to PHP-Resque to avoid blocking php-fpm workers. 

lhc_cloudtalk

Install requirements in CloudTalk​

For integration work you will need API Keys and setup Workflow Automations

API Keys​

Copy from Account -> Settings -> API Keys ACCESS KEY ID AND ACCESS KEY SECRET

Put them in extension/cloudtalkio/settings/settings.ini.default.php if you have not done that so far.

Workflow Automations​

We meed to setup 5 Workflow Automations for integration to work. They cover these scenarios

  • Agent status changes
  • Call ended event
  • Call answered event
  • Call Started Event
  • Ringing on Agent event

I'll paste each of them configuration

Don't forget to change in each window

  • lhc_key value to your defined value in extension/cloudtalkio/settings/settings.ini.php
  • Endpoint address from https://devmysql.livehelperchat.com/cloudtalkio/callback to your installation address.

Agent status tracking​

Basic window for integration

Trigger settings

API Request Settings. Don't forget to change lhc_key value to your random string.

Call ended event​

Call ended trigger

API Request Settings. Don't forget to change lhc_key value to your random string.

Call answered​

Call answered trigger

API Request Settings. Don't forget to change lhc_key value to your random string.

Ringing on Agent​

Call answered trigger

API Request Settings. Don't forget to change lhc_key value to your random string.

Call started​

Call started trigger

API Request Settings. Don't forget to change lhc_key value to your random string.