[WorkFlow] Configuring a Button Field to Interact with an Integration
- Kathleen Glica
The content in this article is appropriate for: Administrators and Supervisors
One of the integration types involves a button-triggered response. Once the agent clicks the button field in the guided interaction (script) and the integration is fired off, there also needs to be some type of reaction inside the guided interaction to let the agent know if the action was a success or failure. This is commonly done with a button and paragraph fields.
Your setup may vary based upon your needs, but the following steps outline a commonly-used integration (CardConnect Aggregated, used to verify the authenticity of a payment card in real-time during a call) and what is required to configure it within a guided interaction.
Inside the Guided interaction:
Add a Button field and 2 paragraph fields to the bottom of the Credit Card Information slide
Button Field:Label: Verify
Button Text: Verify
Validity: [Always]
Enabled: [Always]
Visibility: All of the following:
If \ Credit/Debit Card \ is \ valid
First Paragraph Field:
Label: [Paragraph]
Prompt: Verify Failed
Visibility: Any of the following:
If \ Verify \ response code is \ card:invalid
If \ Verify \ response code is \ card:decline
If \ Verify \ response code is \ integration:timeout
*As above, the response codes must be typed exactly as they were programmed. Variations like capitalizations, or extra spaces will not be recognized by SC WorkFlow, and the integration will not return a response.
Mirroring: n/a
Second Paragraph Field:
Label: [Paragraph]
Prompt: Verify Successful
Visibility: All of the following:
If \ Verify \ response code is \ card:success
*The text "card:success" is not selected from a list, but must be typed out manually, and must be typed exactly as it was programmed and appears in the Integration code. Many other integrations, like credit card processors use the codes success:true/ success:false. Response codes vary greatly. For more details on this, see the article titled Retrieving a Response Code From an Integration.
Mirroring: n/a
💡When a script utilizes an integration like this, it is common to set up the slide branching from here to proceed with the call ONLY IF the payment card is verified. Any failure means that no sale will take place, and the call should at that point, be dispositioned.
To set the slide branching using the integration response code:
On the Guided interaction graph, click on the branch that flows from the Credit Card Information slide to the Billing Information slide (or whatever slide is next in the sequence, according to the script directive).
All of the following:
If \ Verify \ response code is \ card:success
🛑 It should be noted here that once this button field is added to the script, you will not be able to advance past it using the Graph's Launch Preview feature. The slide will only advance based on the above branching conditions, which are dependent on a response code from the Integration, which can only be triggered in the WorkFlow.
For more on Integrations, see: