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CloudTalk Integration

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

Requirements:

Install Requirements in Live Helper Chat​

  1. Clone the extension into the lhc_web/extensions folder. The structure should look like this: extension/cloudtalkio.
  2. Execute extension/cloudtalkio/doc/install.sql to install the new tables.
  3. Activate the extension in the lhc_web/settings/settings.ini.php file. See this sample: https://github.com/LiveHelperChat/livehelperchat/blob/master/lhc_web/settings/settings.ini.default.php#L29.
  4. Copy extension/cloudtalkio/settings/settings.ini.default.php to extension/cloudtalkio/settings/settings.ini.php.
  5. Modify the following settings in extension/cloudtalkio/settings/settings.ini.php:
    • ACCESS_KEY_ID: In CloudTalk, go to Account -> Settings -> API Keys to find the ACCESS KEY ID and ACCESS KEY SECRET.
    • ACCESS_KEY_SECRET: In CloudTalk, go to Account -> Settings -> API Keys to find the ACCESS KEY ID and ACCESS KEY SECRET.
    • lhc_key: Enter a random string. This will be needed when configuring workflows in CloudTalk.
  6. Clear the system cache in the system configuration.

There are two permissions associated with this module:

  • lhcloudtalkio,use_admin: Allows an operator to configure CloudTalk. Only administrators should have this permission.
  • lhcloudtalkio,use_operator: Allows an operator to use CloudTalk. Operators should have this permission to use the CloudTalk integration.

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

There are three sub-items:

Call History​

Here you can find a call history.

Live Agent List​

This displays the data that Live Helper Chat receives directly from CloudTalk. It is useful for investigation purposes.

Agents in Live Helper Chat​

This list displays all existing agents who are mapped to CloudTalk agents.

To import agents, you must run the following cron job. It should be run every hour, or manually if your agents in CloudTalk do not change often.

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

If you have done everything correctly, you should see a list of your agents.

Next, you can assign a Live Helper Chat agent to the corresponding CloudTalk agent.

After that, your agents can start sending invitations for live calls during conversations. Agents will only see relevant actions if the chat has a phone number. The agent might need to enter it before initiating a call.

Bot Configuration​

For the extension to work correctly, two commands must be defined. These commands are sent once an invitation or direct call is started. You can download the bot configuration here.

!cloudtalk

and

!cloudtalkdirect

Configuration example:

Contacts Removal Cron Job​

If you do not want to keep contacts in CloudTalk after a chat has ended, you can set up this cron job. It will remove contacts if more than 1 hour has passed since the call ended.

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

PHP-Resque​

If you are using the lhcphpresque extension (https://github.com/LiveHelperChat/lhc-php-resque), you will have to add a new job to the settings file.

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

lhc_cloudtalk

Install Requirements in CloudTalk​

For the integration to work, you will need API Keys and to set up Workflow Automations.

API Keys​

Copy the ACCESS KEY ID and ACCESS KEY SECRET from Account -> Settings -> API Keys.

Paste them into extension/cloudtalkio/settings/settings.ini.default.php if you have not already done so.

Workflow Automations​

You need to set up 5 Workflow Automations for the integration to work. These cover the following scenarios:

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

Here is the configuration for each of them.

Don't forget to change the following in each window:

  • lhc_key value to the value you defined 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 the lhc_key value to your random string.

Call Ended Event​

Call ended trigger:

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

Call Answered​

Call answered trigger:

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

Ringing on Agent​

Call answered trigger:

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

Call Started​

Call started trigger:

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