How to add and delete an API Plugin.
This feature enables Agents to send a Lead's information to a third-party CRM with a click of a button and without ending the phone call.
There are situations where you need to talk to a third-party Representative before transferring a call, this is helpful so the Transfer Representative can see the information of the Lead before receiving the transferred call.
Contents:
Add an API Plugin
1. ) Click the Apps main menu.
2.) Click the Plugins menu option.
3.) Click the Add Plugin button.
The Add a Plugin page will open.
4.) Make a selection in the Type field first as this selection changes the fields shown in the Add a Plugin section of this page.
- Select API Transfer from the drop-down options.
5.) Configure the following fields in the Add a Plugin section:
Letter |
Field Name | Description / Instructions |
|---|---|---|
A |
Name | Enter a descriptive name for the API Plugin. |
B |
Type |
|
C |
Plugin Label | Enter a name for the button. Examples: Click Here!, Get Result!, Get Quotes!, Submit!, etc. |
D |
Convoso Connect | Select a Convoso Connect. For More on Creating a Convoso Connect See: Adding a Convoso Connect |
E |
Response Element Name (API Transfer only) |
Key from the API response body (e.g., Enter the provider's Response Element Name (from the CRM). |
F |
Response Success Value (API Transfer only) |
Value(s) indicating a successful response (e.g., Enter the provider's Response Success Value (from the CRM). |
G |
Override Transfer Number Type | Select the location type for the override transfer number. Enabling this reveals additional fields: <ul><li>Disable</li><li>API Response Element • Override Transfer Number Element Name: e.g., <transfer_number>8884565454</transfer_number> → element name: transfer_number• Override Number includes Country Code: Yes/No toggle</li><li>Field • Override Transfer Number Field: dropdown with custom phone number fields</li></ul> |
H |
Plugin Failed Message | Enter the message shown when the process fails. Examples: “Failed to process request!” or “Lead not matched!” |
I |
Action Options | Select the Transfer Method the plugin will perform: <ul><li>3 Way Conference Call - Auto Dial</li><li>3 Way Conference Call - Manual Dial</li><li>Blind Transfer</li></ul> |
J |
Status | Set to Active to enable the plugin. |
K |
Delay Seconds | (Optional) Enter the number of seconds to wait before transferring the call. |
L |
Transfer Number | Enter the transfer phone number(s) for this plugin. You can add multiple numbers and prioritize them by percentage (higher % = higher priority). |
Note: The Response Element Name and Response Success Value fields only appear if API Transfer is selected.
The Response Success Value field now includes the ability to include multiple Success Values.
You can also select if the Success Value can be Blank/Null/False or Non-Empty/True using the checkboxes next to the Response Success Value field.
6.) Click the Create Plugin button.
Transfer Number Configuration
This section enables users to configure how calls should be routed when the plugin is triggered successfully. Each row represents a routing rule based on country and distribution percentage
Column |
Description |
|---|---|
Country Code |
A dropdown selector for the country associated with the transfer number. This determines the dialing prefix used for routing the call. |
Transfer Number |
The actual phone number to which calls should be transferred. |
Percentage Chance |
The percentage of total calls that should be routed to this transfer number. Used for load balancing or weighted routing across multiple numbers. |
Action |
Contains a Remove button to delete the corresponding row. |
Routing Logic Example
If two rows are configured as follows:
Country Code |
Transfer Number |
Percentage Chance |
|---|---|---|
+1 USA |
8884565454 |
70% |
+1 USA |
3233917877 |
30% |
70% of successful calls will go to 8884565454
30% will go to 3233917877
This flexible distribution system allows intelligent call load routing based on percentage weights.
Distribution: Total percentage distribution for call transfer is 100%, indicating all calls will be routed to the specified number.
Dynamic Entry: The "Add" button allows additional transfer numbers with weighted percentages for load balancing.
Deleting an API Plugin
In order to delete the API Plugin, you need to remove or unassign it from other applications.
1.) Open the Show Plugins page and find the API Plugin.
2.) In the Action column of the Plugin, click the Action drop-down button.
3.) Click the Delete drop-down option.
A Deletion Confirmation window will open.
- If the API Plugin has not been removed from other applications, the window will show where the Plugin needs to be removed from.
- Click the View button to open a separate Browser Tab for the settings where this API Plugin is used.
- Return to the Browser Tab with the Deletion Confirmation window once the API Plugin is removed from other applications.
4.) Click the Refresh button, the window will confirm that you are sure you want to delete the Plugin.
- For multiple Items that the Plugin is attached to, each time you remove it from another application you can return to this page to click Refresh, then click View again for the next item.
5.) Click the Delete button.
- Click the Cancel button to abort the deletion process.
The Deletion Success window will open.
6.) Click the Close button to close the window and return to the Show Plugins page.