Omnichannel Integration Guide

Who should read this article: Developers

Embed the Voiso Agent Workspace into your application, and integrate WhatsApp templates, click-to-call, SMS, and interaction data using the Voiso v4 API.

Introduction

The Voiso Omnichannel Workspace provides a unified platform for agents to seamlessly manage customer interactions across various communication channels. This document provides a step-by-step guide for embedding the Omnichannel Agent Workspace into your application using an iframe, including key technical and functional considerations.

Prerequisites

1. Digital Channel Provisioning

Ensure that the Omnichannel feature is enabled for your Voiso contact center. Please contact your Voiso representative if this feature is not currently activated.

2. WhatsApp Number and Template Approval

WhatsApp should be enabled for your contact center. Make sure that your WhatsApp business profile is set up and the template approval process is completed.

How to Access the Agent Workspace Inside Your Application

You can embed the Voiso Agent Workspace as an iframe within your application. The workspace consolidates all agent activities across both traditional channels (voice, SMS) and digital channels (WhatsApp, Viber, webchat, etc.).

Steps to Embed the Iframe

1. Omnichannel Workspace URL

Access the Omnichannel Workspace using the following URL pattern:

https://{{cluster}}.voiso.com/omnichannel

Example:

https://cc-ams05.voiso.com/omnichannel

<iframe
    src="https://{{cluster}}.voiso.com/omnichannel"
    width="1300"
    height="768"
    style="border: none;"
    allow="microphone; autoplay">
</iframe>

2. Mandatory Setup Requirements

• Minimum Display Resolution: 1300 x 768 pixels for optimal rendering.
• Microphone Access: Set the microphone-allowed flag within the iframe.
• CORS Enablement: Contact your Voiso representative to enable CORS for your IP address.

3. User Authentication

• Agents must authenticate using their Voiso username and password credentials.
• User login sessions remain active until the agent logs out manually or is forced logout by the system due to inactivity.
• Ensure that the email address of your application users matches that of the Voiso agent for seamless integration.

How to Initiate Interactions from Your Application

To initiate interactions, integrate the following Voiso APIs into your application.

1. Sending WhatsApp Templates to a Contact

You can send WhatsApp templates to existing CRM contacts using the following APIs.

List Templates

Also available — retrieve a single template:

Send a Template

A WhatsApp template is sent by starting a new conversation, or as a message within an existing conversation.

Start a new conversation (the first message must be a WhatsApp template):

Send a WhatsApp template in an existing conversation (content_type: whatsapp_template):

2. Initiate an Outbound Call (Click-to-Call) from Your Application

Use the Voiso Click-to-Call API to initiate an outbound call to a phone number.

Also available — end an active call:

3. Send SMS from Your Application

Use the Voiso Send SMS API to send an SMS to a phone number.

How to Log Interaction Data in Your Application

Log details of interactions by subscribing to Voiso webhooks. Voiso webhooks provide real-time notifications for specific events. For more information on webhook structure, see the Webhook Overview & Object Model developer guide.

1. Call Events

• call.answered — triggers when a call is picked up.
• call.hangup — triggers when a call is hung up.
• call.ended — triggers when a post-call is completed.

See the developer guides for inbound, outbound, and dialer call events.

2. Digital Interaction Events

• message.received — triggers when a new message arrives.
• conversation.ended — triggers when a conversation is archived.

See the developer guide for digital interaction events.

Batch Data Synchronization with APIs

To synchronize interactions in batch mode, typically once a day, use the following APIs.

1. CDR API

2. Messages API

Required Scopes

The table below summarizes every scope referenced in this guide, for use when provisioning API credentials.

Additional Documentation

For more detailed information, please refer to the following resources:

• Overview of Voiso Omnichannel Workspace
• Enabling Omnichannel
• Working with WhatsApp
• Working with Telegram
• Working with Viber
• WebChat Configuration
• Webhook Configuration