Third-Party Integration

3Dolphins support for external integration with third-party omnichannel. Below is the default architecture and configuration to support integration between 3dolphins and third-party omnichannel.

Third-Party Integration Workflow

Integration Workflow

Properties Configuration

Additional properties setup in 3dolphins server to enable third-party integration.

Properties	Value
app.ext.integration.api.base.url
app.ext.integration.api.sendMessage
app.ext.integration.api.incomingMessage

Incoming Event

Below table is a list of fields that will be sent from 3dolphins Engine to third-party that will be integrated.

Field	Description	Status
ticketNumber	Unique identifier	Mandatory
channel	Social Media Channel	Mandatory
accountId	Account Id from Social Media	Mandatory
contactId	Id Contact 3Dolphins	Mandatory
messageType	text/image/video/audio/file/Location (latitude,longitude)	Mandatory
message	Output depends on the message type	Mandatory
mediaLink	Valid media URL	Mandatory
customerName	Customer Name includes first name + last name	Mandatory
createdDate	Created Ticket Date (“yyyy-MM-dd'T'HH:mm:ss.SSS”)	Mandatory
owner	Tenant ID	Mandatory
groupId	Additional Field for specific room chat	Additional
language	Additional Field for specific language	Additional

These fields will be presented in JSON format.

Below sample JSON for Incoming Event from 3Dolphins to third-party:

{
	"ticketNumber":"294c9ea88f7e649f8c37ae895ebab247",
	"channel":"whatsapp",
	“accountId”:”628128778222”
	"contactId":"d61d77735f3fe08bcf6d6b96fa06ba9d"
	"messageType":"text",
	"message":"Halo",
	"mediaLink":"",
	"customerName":"Farhan Akbar",
	"createdDate":"2021-04-28T15:39:37.945"
	"owner":"82ab0fd5cfd1e80d1ff97c0cfc9aaaa",
	"groupId":"",
	"language":""
}

Outgoing Event

Below table is a list of fields that are required from third-party to send post messages to the 3dolphins platform. Messages will be delivered to customers based on a given ticket number.

Field	Description
ticketNumber	Unique identifier
channel	Social Media Channel
messageType	text/image/video/audio/file/Location (latitude,longitude)
message	Output depends on the message type
mediaLink	Valid media URL
customerName	Customer Name includes first name + last name
owner	Tenant ID

These fields will be presented in JSON format.

Below sample JSON for Outgoing Event from 3Dolphins to third-party:

{
	"ticketNumber":"294c9ea88f7e649f8c37ae895ebab247",
	"channel":"whatsapp",
	"messageType":"text",
	"message":"Selamat Datang Customer",
	"mediaLink":"",
	"customerName":"Farhan Akbar",
	"createdDate":"2021-04-28T15:39:37.945"
	"owner":"82ab0fd5cfd1e80d1ff97c0cfc9aaaa"
}

Below sample JSON response from webhook:

{
	"status":"success"
}

Command Event

Below table is a list of fields that are required from third-party to send any updated ticket status to the 3dolphins platform.

Field	Description
ticketNumber	Unique identifier
channel	Social Media Channel
owner	Tenant ID
event	Close Event from 3rd Party

These fields will be presented in JSON format.

Below sample JSON for Command Event from 3Dolphins to third-party:

{
	"ticketNumber":"294c9ea88f7e649f8c37ae895ebab247",
	"channel":"whatsapp",
	"owner":"82ab0fd5cfd1e80d1ff97c0cfc9aaaa"
	"event":"Close"
}

Below sample JSON response from webhook:

{
	"status":"success"
}

Scopes

1. Conversation history needs can use 3Dolphins Conversation History API.

2. Sticker message format will be converted into 'Sticker' text.

3. Third-Party may use 3Dolphins Contact API to get customer data based on contactId in Incoming.