Skip to content

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, please see the following Help Center article:

Send User Profile to RingCentral Engage

Version badge

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.

Back to top