Hooks (Teams)

Owned by Olesya Tantsyura
Last updated: Jun 04, 2024
4 min read

1. Description

They are designed to add Hooks to the Team.

It consists of the following elements:

  1. Creation tool (Fig.1(1));

  2. Refresh button (Fig.1(2));

  3. Registry (Fig.1(3));

  4. Pagination (Fig.1(4)).

Hooks tab (Teams).png
Fig. 1. Hooks tab

1.1. Creation tool 

Click the add button to add a new Hook (Fig.1(1)). 

After clicking the add button, the Add hook modal window opens (Fig. 2). It consists of the Event and Flow schema fields and the Save and Close buttons.

Add hook modal window.png
Fig. 2. Add hook modal window

1.1.1. Event

It is used to select an event. Clicking on the Event field opens a drop-down list from which you can choose an event.

There are such events:

  • Agent status changed.

1.1.2. Flow schema 

Here, which Flow Schema will be processed at the specified event is indicated. 

 

Click on the field and select the required Scheme from the drop-down list. If the desired Flow Schema is not in the drop-down list, use the field as a search field.

How to create a new Flow Schema can be found here.

The following variables are available in the Flow Schema:

agent_name — the name of the Agent;

status — status (online/offline/pause);

status_payload — reason for the interruption;

agent_id — Agent identifier;

user_id — User identifier;

team_id — Team identifier;

extension — internal number.

1.2. Refresh button

1.3. Registry

The registry is a list of entries of existing objects in this partition, each of which consists of a set of fields:

  1. Checkbox;

  2. Event;

  3. Flow schema;

  4. State;

  5. Editing tool;

  6. Removal tool.

1.3.1. Checkbox

Used to select one or more entries. An additional removal tool appears after selecting one or more entries. Information about the number of records selected for deletion appears when you hover over this tool.

1.3.2. Event

This displays the event's name that needs to send data to another system.

1.3.3. Flow schema  

It displays which Flow Schema will be processed at the specified event.

1.3.4. State

A switch that is responsible for enabling and disabling the Hook by the position:

— the Hook is enabled;

— the Hook is disabled.

1.3.5. Editing tool

The Edit hook modal window opens (Fig. 3) after clicking the edit button.

1.3.6. Removal tool

It is used to remove the Hook. After you click the remove button , the Hook is removed.

1.4. Pagination

2. Opportunities

2.1. Add a Flow schema entry to the Team

Goal

Add Flow schema entry to the Team

Goal

Add Flow schema entry to the Team

Preconditions

  1. Access to the Admin application;

  2. Access to the Teams partition in the Admin application;

  3. Permission to create or edit in the Teams partition;

  4. The presence of a Team or the creation of a new one.

Steps

 

  1. Click on the add button (Fig.1(1)). The Add hook modal window opens.

  2. Click on the Event field. A dropdown list of existing events opens.

  3. Select the required event. The dropdown list is closed.

  4. Click on the Flow schema field. A dropdown list of existing Flows Schema opens.

  5. Select the required Flow Schema. The dropdown list is closed. The Save button becomes active.

  6. Click on the Save button.

Result

The modal window closes. Data saved. The entry has been added to the registry.  

2.2. Remove a Hook from a Team

Goal

Remove a Hook from a Team

Goal

Remove a Hook from a Team

Preconditions

  1. Access to the Admin application;

  2. Access to the Teams partition in the Admin application;

  3. Permission to create or edit in the Teams partition;

  4. The presence of a Team or the creation of a new one;

  5. At least one Hook entry.

Steps

 

  1. Find the Hook entry you want to remove.

  2. Click on the delete button - .

Result

The Hook has been removed from the registry.

2.3. Edit a Hook in a Team

Goal

Edit a Hook in a Team

Goal

Edit a Hook in a Team

Preconditions

  1. Access to the Admin application;

  2. Access to the Teams partition in the Admin application;

  3. Permission to create or edit in the Teams partition;

  4. The presence of a Team or the creation of a new one;

  5. At least one Hook entry.

Steps

 

  1. Find the entry for the Hook you want to change

  2. Click the edit button - .  The Edit hook modal window opens.

  3. Enter the necessary changes. The Save button becomes active.

  4. Click on the Save button.

Result

The modal window closes. Data saved.