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Kapture CRM Live Chat

Yellow.ai’s integration with Kapture CRM lets you connect with the live chat agents of Kapture CRM to resolve your queries.

1. Connect Kapture CRM with Yellow.ai

To connect your yellow.ai account with Kapture CRM follow these steps.

1.1 Enable the integration in Yellow.ai's Integration module

  1. Login to cloud.yellow.ai and click the Integrations module on the top left corner of your screen.
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  1. Search for Kapture CRM Live Chat or choose the category named Live chat from the left navigation bar and then click on Kapture CRM Live Chat.
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  1. Fill in the required fields.
  • Company Name (To be provided by the client/kapture spoc of the client)
  • Vendor Name (To be provided by the client/kapture spoc of the client)
  • Company Number (To be provided by the client/kapture spoc of the client)
  1. Once you're done, click Connect.

1.2 Configure webhook URL in Kapture CRM Dashboard

To receive events, you need to configure the webhook URL in the Kapture CRM Dashboard.

Copy the webhook url and the api key mentioned in the Instructions section of the Kapture CRM Integration Card. Append the region of your bot to the domain of the webhook url. r1/r2/r3/r4/r5 are the regions of your bot, you can refer the following list for the same.

  • r1 = MEA
  • r2 = Jakarta
  • r4= USA
  • r5 = Europe
  • r3 = Singapore

For example, if the domain is https://cloud.yellow.ai, you need to change it to https://r1.cloud.yellow.ai if the region of the bot is r1. If the bot belongs to India, you can use origin domain itself.

2. Use-case

This integration lets you connect with live agents on the Kapture CRM platform from your yellow.ai account.

2.1 Chat with Kapture CRM's Live Agent

  1. In the Studio flow builder, select the Raise Ticket node.
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  1. Select Kapture CRM Live Chat from the Live chat agent drop-down list.
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The following table contains the details of each field of the Raise ticket node.

Field nameSample valueData typeDescription
Message after ticket assignmentRequesting live agent connection.StringThe message that will be displayed to the end user after a ticket is successfully assigned to an agent
NameRajeshStringName of the end user
Mobile9876543210StringMobile number of the end user
Email[email protected]StringEmail address of the end user
QueryI have a concern regarding my flight ticketStringThe subject/topic/reason why the ticket was created
PriorityMEDIUMStringThe priority of the ticket

You can enable Advanced Options to access the advanced features of this node.

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Sample success response

{
"assignedTo": true,
"success": true,
"status": "ASSIGNED",
"ticketInfo": "{{apiresponse}}"
}
note

apiresponse represents the raw response from the Kapture CRM create ticket API

Sample failure response

{
"success": false,
"assignedTo": false,
"agentNotAvailable": true,
"message": "TicketId is not created and transferring the control back to the bot",
"ticketInfo": "{{apiresponse}}"
}
note

apiresponse represents the raw response from the Kapture CRM create ticket API