CloudCTI

The CloudCTI integration will automatically pull any data on the caller from your CRM into the bot. This allows you to build a flow tailored to the needs of your customers.

The integration will use the callers' phone number to look up any known data.

Installation

Add CloudCTI to your license

To enable CloudCTI on your bot, you need to enable the Cloud CTI add-on in Operator on a Smart App license. Existing orders can also be edited to include this feature.

Installing the CloudCTI skill

The CloudCTI skill isn't installed automatically with your Smart App. Therefore you need to install it manually.

Go to Skills -> Browse -> search for the Cloud CTI skill.

If you don't see this skill here, it needs to be added to your account. Please consult your partner or Enreach DialoX support team.

Link data from CloudCTI to your app

Before we can start using the data from your CRM, we need to know which fields are available to the app. We do this by synchronizing a contact based on their phone number.

From the 'Settings - CloudCTI' page, click on the Synchronize button. This will start the bot in a special mode where we can fetch data from your CRM through CloudCTI.

We will try to use the phone number from your DialoX profile to perform a lookup, but any given phone number will work, as long as it is present in your CRM.

After succesfully fetching a contact from your CRM, you will be able to map the data to variables in DialoX: