RingCentral Engage Integration¶
Description¶
Cognigy has integrated "RingCentral Engage" as an additional handover provider that can be used by our customers to connect their users with real Agents (in third-party sources). You can read more about Agent Handover here.
Setup¶
To start using RingCentral Engage as a handover provider with Cognigy.AI, go to Deploy and open your Endpoints.
Open the Endpoint where you would like to enable Handover to RingCentral Engage. Scroll down to Handover Settings and select RingCentral Engage.
To complete your setup, see the following Help Center article:
Send User Profile to RingCentral Engage¶
During a Handover event the User Profile is sent to RingCentral Engage to provide helpful information to the agent.
Profile fields of Cognigy Profile and RingCentral Profile do not match exactly
Cognigy User Profile will be sent to RingCentral Engage and matched up with the object keys existing on RingCentral Engage. The information that was not matched will be added to the "context_data" object.
- RingCentral Engage accepted User Profile Object structure sent during the handover.
- Cognigy Profile schema. Cognigy Profile Schema can be edited and additional fields with specific object keys added.