Configure External CRM Triggers

If your business maintains an External CRM database that is not integrated with 8x8 Contact Center, administrators can use the 8x8 CRM API to query and fetch the data in Local CRM and synchronize with the External CRM database. Admins design 8x8 CRM API to synchronize a Local CRM database with the External CRM using the CRM Triggers. A CRM trigger is a URL that targets a script on an external HTTP server. The CRM Triggers notify admins of the changes to the 8x8 Contact Center Local CRM and invoke a script for further action. The CRM Triggers also pass parameters which can be used for further data mining.

When you create a new customer in the Local CRM via the user interface application, the script is executed with the appropriate parameter value (such as the customer account ID) sent with an HTTP method. The script then uses that parameter value to access the object data using 8x8 CRM API, and populate the External CRM with it. The script may use the data for synchronization, auditing purposes, and creating simple dashboards.

A CRM Trigger invokes the 8x8 Contact Center script when:

  • A new case is created, edited, or deleted
  • A new follow-up is created, edited, or deleted
  • A new customer is created, edited, or deleted
  • A new task is created, edited, or deleted

Note: The CRM Trigger is only executed when the above actions are requested via 8x8 Agent Console application. Other scenarios such as 8x8 CRM API requests, bulk customer creation via 8x8 Configuration Manager or CSV import, and CRM objects created via auto-log feature, do not execute CRM Triggers.

Set up the CRM Triggers

8x8 Contact Center administrators can set up CRM Triggers via 8x8 Configuration Manager for changes to CRM objects under specified events. The URL executes when those events occur, and those parameters are passed to the script targeted by the URL.

Note: When configuring a CRM Trigger:
- We require you to use a secure https URL.
- A retry mechanism is triggered when 8x8 Contact Center calls the configured URL but does not receive an http-response code (200).

The following table summarizes the CRM objects, corresponding events that invoke CRM Triggers, and parameters passed to the script:

CRM Object Events Parameters
Customer
  • Create
  • Edit
  • Delete
  • Account ID
 
Case
  • Create
  • Edit
  • Delete
  • Account ID
  • Case ID
Followup
  • Create
  • Delete
  • Account ID
  • Case ID
  • Followup ID
Task
  • Create
  • Edit
  • Delete
  • Account ID
  • Task ID

Use the CRM Triggers tab to transmit URLs pointing to scripts from 8x8 Contact Center to an external process when the 8x8 Contact Center CRM database records are modified. The external process uses the URL to synchronize its database records with the 8x8 Contact Center CRM database.

To set up CRM Triggers:

  1. From the Configuration Menu, open Integration.

  2. Go to the CRM Triggers tab and enter values.

    Note:  Only UI updates on Local CRM Objects can trigger CRM Trigger. The changes on Local CRM via API or CSV do not trigger callbacks.

    The following table summarizes the options under Integration > CRM Triggers:

    CRM Triggers Option Description
    Customer To enable 8x8 Contact Center to notify a third-party process of changes to customer account data, type a URL for the Create, Edit, and Delete areas under Customer.
    When an agent creates, edits, or deletes customer data in the Local CRM database, 8x8 Contact Center transmits a formatted string to the URL specified for the customer.
    For customer data, the formatted string has the following format: ?AccountID=aaa, where aaa specifies the customer account identifier.
    Case To enable 8x8 Contact Center to notify a third-party process about changes to case data, type a URL for the Create, Edit, and Delete areas under Case.
    When an agent creates, edits, or deletes case data in the Local CRM database, 8x8 Contact Center transmits a formatted string to the URL specified for the case.
    For case data, the formatted string has the following format: ?AccountID=aaa&CaseID=ccc, where:
    • aaa specifies the customer account identifier.
    • ccc specifies the case identifier.
    Followup To enable 8x8 Contact Center to notify a third-party process about changes to case follow-up data, type a URL for the Create, Edit, and Delete areas under Followup.
    When an agent creates or deletes follow-up data in the Local CRM database, 8x8 Contact Center transmits a formatted string to the URL specified for the follow-up.
    For follow-up data, the formatted string has the following format: ?AccountID=aaa&CaseID=ccc&FollowupID=fff, where:
    • aaa specifies the customer account identifier.
    • ccc specifies the case identifier.
    • fff specifies the follow-up interaction identifier.
    Task  To enable the 8x8 Contact Center to notify a third-party process about changes to Task data, type a URL for the Create, Edit, and Delete areas under Task.
    When an agent creates, edits, or deletes task data in the Local CRM database, 8x8 Contact Center transmits a formatted string to the URL specified for the task.
    For task data, the formatted string is of the format: ?AccountID=aaa&TaskID=ttt, where:
    • aaa specifies the customer account identifier.
    • ttt specifies the case identifier.
  3. Click Save.
    8x8 CRM API configuration allows an external process to access the Local CRM database and exchange information to and from an external process and the Local CRM database. For details on 8x8 CRM API, refer to Configure External 8x8 CRM API Access.

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