REST API
The Voiso APIs follow a conventional REST architecture, making it compatible with any programming language. Use these APIs for secure and reliable data access and the ability to manage features, settings, and entities within a contact center.
User management
- User Management: Retrieve details of your contact center users and teams.
Voice
- Click2Call: Manage outbound phone calls in your Voiso contact center from third-party applications such as CRM and helpdesk systems.
SMS
- SMS: Send SMS via Voiso from third-party applications, such as a CRM.
Digital messages
- WhatsApp Messaging: Send WhatsApp messages to contacts and list your contact center message templates.
Campaigns
- Campaigns: Integrate campaign management into your business processes.
CDR
- CDR: Query the Call Detail Records (CDR) to fetch details about interactions and discover related data, such as interaction transcriptions.
Contact center management
- Balance: Request your current contact center balance information.
Agent application
- Agent Application: Retrieve the current availability status of agents and query the configured wrap-up codes.
Inbound routing
- Inbound Routing: Manage inbound queues.
Number management
- Number Management: Query the list of your inbound phone numbers.
Conversations
- Conversations: Query the CDR for the content of Digital Channels messages
Scheduled callback
- Scheduled Callback: Schedule a phone call for a date and time in the future.
Webhooks
The Voiso webhooks enable real-time information delivery to external applications. The Voiso Webhooks are designed to send notifications whenever events occur in your contact center, allowing you to create automated tasks.
- Outbound call events: Triggers when an outbound call event occurs.
- Inbound call events: Triggers when an inbound call event occurs.
- Dialer call events: Triggers when a Dialer call event occurs.
- Digital interaction events: Triggers when a digital interaction message or conversation occurs.
- Call Notify: When a new call occurs, Voiso sends a notification (event) to your system. The event is triggered for outbound calls when the contact answers the call. Inbound calls are triggered when an agent connects to the call. (Deprecated)
- Call outcome logging: Voiso sends call details to your system at the end of a call. (Deprecated)
Data Transfer Services
The Voiso data transfer services seamlessly integrate with Amazon Web Services (AWS): Simple Storage Service (Amazon S3) handles data storage, and Simple Query Service (Amazon SQS) provides post-processing capabilities.
Utilize the Voiso pre-built integration to replicate your contact center data to your AWS instance.
- Raw Data Streaming to SQS: Stream Call Detail Records (CDRs) to AWS based on call events.
- Security Log Streaming to SQS: Stream security event logs to AWS.
- Call Recordings Replication to S3: Replicate your call recordings to AWS.
Integrating Omnichannel Agent Workspace into your applications
The Voiso Omnichannel Workspace provides a unified platform for agents to seamlessly manage customer interactions across various communication channels. You can integrate the Omnichannel Agent Workspace into your application using an iframe.
This guide will help you integrate the Voiso Omnichannel Agent Workspace into your CRM applications using Voiso's iframe, API, and webhook capabilities.