Agent Application Integration

The Buzzeasy Agent Application Integration offers flexible options to seamlessly integrate third-party systems, applications, and custom solutions directly into the agent’s user interface. These integrations enhance agent productivity, streamline workflows, and provide critical context or tools directly within Buzzeasy.

There are two primary integration options available:

1. Embedded Website for a Task

The Embedded Website for a Task feature allows you to display external webpages or custom solutions within the Buzzeasy Agent UI. Common use cases include:

• Displaying customer details from external systems (e.g., ERP, CRM).
• Providing agent assistance tools like an agent copilot.
• Embedding dashboards or reporting solutions.

Supported Data Variables

Buzzeasy supports dynamic URL parameters, allowing you to pass relevant contextual information directly into the embedded webpage. The following variables are supported:

Variable	Description
{{Agent.Token}}	The agent's access token, granting permissions to agent-related functionalities.
{{Agent.Name}}	The agent's display name.
{{Agent.Id}}	Unique identifier for the agent within Buzzeasy.
{{CustomerIdentifier}}	Customer's identifier, such as phone or email address.
{{WorkitemId}}	Buzzeasy ID for the current agent task.
{{ConversationId}}	Identifier for the current conversation.
{{ChannelIdentifier}}	Buzzeasy channel identifier (e.g., phone number, email address).
{{Customer.Id}}	Unique internal ID of the Buzzeasy customer.
{{Customer.ExternalId}}	Custom external identifier linked to the customer's profile.

URL Example

Here's how you can structure a URL for an embedded webpage with dynamic parameters:

https://yourwebsite.com/?token={{Agent.Token}}&name={{Agent.Name}}&agentId={{Agent.Id}}&customer={{CustomerIdentifier}}&workitem={{WorkitemId}}&conversation={{ConversationId}}

Customizing the Display

You can customize the displayed title for the embedded iFrame within the agent interface using the Addon Display Title option, making integrations clearly identifiable for agents.

2. Embedded Application as a Work Item

Buzzeasy’s Agent Apps feature allows you to create and manage a list of external applications or resources that agents can easily access through their profile menu. When an agent selects an application from the menu, the linked webpage opens as a dedicated task within the Buzzeasy Agent UI. This is particularly valuable when:

• Agents need to perform tasks within external applications.
• Detailed tracking of agent activity is required within Buzzeasy, including status codes and precise time spent on each status.

This approach ensures that interactions within embedded applications are accurately captured and reflected in Buzzeasy's comprehensive reports.

Creating an Agent App

Follow these steps to set up an agent application link:

1. Navigate to the Integration > Agent Apps menu in the Buzzeasy portal.
2. Click the Create button.
3. Fill in the following details:

Field	Description	Example
App ID	A unique, easily recognizable identifier for the app.	customer_crm_app
Display Name	Text displayed to agents within the profile menu.	Customer CRM
Icon URL	URL for the icon displayed alongside the app in the agent menu (optional).	https://example.com/icon.png
App URL	URL that opens when agents select the app.	https://crm.example.com

Once saved, this application will be available for all agents from their profile menu, enabling quick access to external resources and tools directly within Buzzeasy.

Practical Use Cases

ERP Integration Example

Use the Embedded Website for a Task integration to preload a company record from your ERP system whenever an agent handles a new conversation. Agents instantly see detailed company information without switching tabs, improving response speed and customer satisfaction.

Order Details Example

Integrate an external order management system by embedding a webpage that displays order details based on the customer’s identifier. This allows agents to quickly access and update order information directly within Buzzeasy, streamlining the customer service process.

Benefits of Agent Application Integrations

• Enhanced Agent Efficiency: Reduce switching between applications by integrating critical systems directly into the agent workflow.
• Improved Data Accuracy: Automatically pass relevant context to external systems, minimizing manual errors.
• Detailed Reporting: Accurately track and report agent interactions within embedded applications, providing deeper operational insights.

With Buzzeasy’s flexible Agent Application Integration, you can create powerful, efficient, and seamless workflows tailored specifically to your business needs.