From Interact, you can easily invoke web-based services to retrieve or update information that is stored on external data sources. These web service calls can utilize both SOAP and REST protocols and are managed using Integration Points.

The following types of Integration Points are supported:

  • User: Retrieve information that is useful when executing a Flow (e.g., calling a CRM service to retrieve customer information).
  • Custom Validation: Validate an input that is entered by the end user (e.g., calling a CRM service to check whether a certain ID number exists).
  • Callback: Sends a request to a CTI service to add a customer to the CTI's callback mechanism. This type of Integration Point is used to handle customer requests to have an agent contact them.

Note: Custom Validation and Callback types are supported by the REST method only.

Integration Points are created and managed in the Admin Console from the Web Service Integration Points page. An approved Integration Point is immediately available to the Web Designer and can be used in any Flow.

The Web Service Integration Points page is accessed by clicking Integration Points from the Resources menu: