Overview
This article walks through all the steps to integrate Balto with Convoso. Balto AI helps guide call centers in real time, offering guidance to reach successful calls.
To integrate Balto with Convoso, we will first create a new Adaptor to map the Convoso variables to match Balto.
We will then create Convoso Connects so Balto can receive the API calls from Convoso. Lastly, we will create new Workflows so Balto triggers automatically on every call.
We'll repeat these steps to allow Convoso to send the disposition values to Balto as well.
Contents:
Balto Start/Stop Workflows
Create an Adaptor
1.) Click the Apps main menu.
2.) Click the Adaptors menu option.
The Show Adaptors page will open.
3.) Click the Add Adaptor button.
The Add Adaptor page will open.
4.) Configure your Adaptor General settings:
- (A) Name: Balto Start and Stop
- (B) Active: This Yes or No slider activates your Adaptor.
5.) Map these fields in the Call Log Info and Extra Fields sections:
| Label | Field | Mapped to |
| Call Log ID | call_log_id | voip_call_id |
| Lead ID | lead_id | voip_customer_id |
| Campaign Name | campaign_name | voip_campaign_name |
| Agent Email | agent_email |
6.) Click the Save Adaptor button.
Create Convoso Connects
1.) Click the Apps main menu.
2.) Click the Convoso Connect menu option.
The Show Convoso Connect page will open.
3.) Click the Add Convoso Connect button.
4.) Configure your Convoso Connect:
- (A) Name: Balto Start
- (B) API URL: https://desktop.baltocloud.com/start/by_email?token=[token]&integration=convoso_config
- (C) API Authentication: The Token space should be filled with your organization-specific Token provided by your Balto Implementation Manager.
- (D) Request Method: Select GET in the drop-down.
- (E) Response Data Type: Select JSON in the drop-down.
- (F) Adaptor ID: Select Balto Start and Stop in the drop-down.
5.) Click the Save Convoso Connect button.
6.) Click the Add Convoso Connect button.
7.) Configure your second Convoso Connect:
- (A) Name: Balto Stop
- (B) API URL: https://desktop.baltocloud.com/stop/by_email?token[token]&integration=convoso_config
- (C) API Authentication: The Token space should be filled with your organization-specific Token provided by your Balto Implementation Manager.
- (D) Request Method: Select GET in the drop-down.
- (E) Response Data Type: Select JSON in the drop-down.
- (F) Adaptor ID: Select Balto Start and Stop in the drop-down.
8.) Click the Save Convoso Connect button.
Create New Workflows
1.) Click the CRM main menu.
2.) Click the Workflow Automation menu option.
The Show Workflow Automation page will open.
3.) Click the Add New Workflow button.
The New Workflow page will open.
4.) Configure your Workflow Automation settings:
- (A) Name: Balto Start
- (B) Relation: Select Campaign in the drop-down.
- (C) All Campaigns: Toggle to Yes if you want to use Balto on all current and future Campaigns. Otherwise, use the groups below to select specific Campaigns.
- (D) Select Campaigns: Move the Campaigns you want to use Balto into the Campaigns within this Workflow group.
- Highlight Campaigns with your mouse and use the arrows (< >) to move back and forth.
5.) Click the Apply Changes button.
The Workflow Events, Actions, and Action Sets sections will appear on the page below Campaigns within/Not within this Workflow section.
- This is where the Workflow Trigger Events and Workflow Trigger Actions will be created by clicking Add Event + and Add Action + in each section.
6.) Click Add Event.
7.) Configure the Event settings:
- (A) Event Type: Select Lead Status from the drop-down.
- (B) Lead Status: Move Lead in Call to the Selected group.
- Highlight Lead in Call and click the left arrow to move it.
- (C) Click the Save button.
8.) Click Add Action.
9.) Configure the Action settings:
- (A) Action Type: Select Convoso Connect in the drop-down.
- (B) Convoso Connect: Select Balto Start in the drop-down.
- (C) Click the Save button.
10.) Return to the Show Workflow Automation page and click the Add New Workflow button.
The New Workflow page will open.
11.) Configure your Workflow Automation settings:
- (A) Name: Balto Stop
- (B) Relation: Select Campaign in the drop-down.
- (C) All Campaigns: Toggle to Yes if you want to use Balto on all current and future Campaigns. Otherwise, use the groups below to select specific Campaigns.
- (D) Select Campaigns: Move the Campaigns you want to use Balto into the Campaigns within this Workflow group.
- Highlight Campaigns with your mouse and use the arrows (< >) to move back and forth.
12.) Click the Apply Changes button.
13.) Click Add Event.
14.) Configure the Event settings.
- (A) Event Type: Term Reason
- (B) Term Reason: Move Number Called/Calling Ended Call and User Ended Call to the Selected group.
- Highlight the options and use the left arrow to move them.
- (C) Click the Save button.
15.) Click Add Action.
16.) Configure the Action settings:
- (A) Action Type: Select Convoso Connect in the drop-down.
- (B) Convoso Connect: Select Balto Stop from the drop-down.
- (C) Click the Save button.
Balto Disposition Workflow
Create an Adaptor
1.) Click the Apps main menu.
2.) Click the Adaptors menu option.
The Show Adaptors page will open.
3.) Click the Add Adaptor button.
The Add Adaptor page will open.
4.) Configure your Adaptor General settings:
- (A) Name: Enter Balto Disposition.
- (B) Active: This Yes or No slider activates your Adaptor.
5.) Map these fields in the Call Log Info section:
| Label | Field | Mapped to |
| Call Log ID | call_log_id | voip_call_id |
| Status | status | value |
6.) Click the Save Adaptor button.
Create Convoso Connects
1.) Click the Apps main menu.
2.) Click the Convoso Connect menu option.
The Show Convoso Connect page will open.
3.) Click the Add Convoso Connect button.
4.) Configure your Convoso Connect:
- (A) Name: Balto Disposition
- (B) API URL: https://agent-connectors.baltocloud.com/call_outcomes
- (C) API Authentication: outcome_type=call_disposition
- (D) Authorization Header: data_access_key: [Key value provided by your Balto team]
- (E) Request Method: Get
- (F) Response Data Type: JSON
- (G) Adaptor ID: Select Balto Disposition in the drop-down.
5.) Click the Save Convoso Connect button.
Create New Workflow
1.) Click the CRM main menu.
2.) Click the Workflow Automation menu option.
The Show Workflow Automation page will open.
3.) Click the Add New Workflow button.
The New Workflow page will open.
4.) Configure your Workflow Automation settings:
- (A) Name: Balto Disposition
- (B) Relation: Select Campaign in the drop-down.
- (C) All Campaigns: Toggle to Yes if you want to use Balto on all current and future Campaigns. Otherwise, use the groups below to select specific Campaigns.
- (D) Select Campaigns: Move the Campaigns you want to use Balto into the Campaigns within this Workflow group.
- Highlight Campaigns with your mouse and use the arrows (< >) to move back and forth.
5.) Click the Apply Changes button.
6.) Click Add Event.
7.) Configure Event settings:
- Event Type: Select Disposition in the drop-down.
- All Dispositions: Toggle to Yes to ensure that all Disposition values are captured in Balto. As recommended by Balto.
- Disposition: Move specific Dispositions from Not Selected to Selected.
- Highlight Dispositions with your mouse and move them between the groups using the left and right arrows(< >).
- Click the Save button.
8.) Click Add Action.
9.) Configure Action settings:
- (A) Action Type: Select Convoso Connect from the drop-down.
- (B) Convoso Connect: Select Balto Disposition from the drop-down.
- (C) Click the Save button.
Note: The disposition value sent in the actual request by Convoso will be the abbreviation of the Disposition (i.e., 'Hang Up' will be 'HU').
You can find a table of the Disposition Codes on Show Dispositions. The Status Abbreviation value is what Convoso sends to Balto, and the Status Description will display the full name.