Obtaining an API Key

In order to trigger PopFlow via the OM Connect API you must include, with the trigger, an API key. To get this key login to your OpenMethods account. You must be an administrator of your deployment to access this section.

https://your-company-name.openmethodscloud.com

On the left navigation pane, look for the API Key section.

Obtaining Your CRM ID

In order to trigger PopFlow via the OM Connect API you must also include, with the trigger, your CRM ID. To obtain the CRM ID, login to your Oracle Service Cloud or Oracle B2B instance and look at the URL for the instance. The CRM ID will be the domain of the instance.

In this example the CRM ID will be:  pts-isvup162-openm.rightnowdemo.com

Obtaining Event Name

In order to trigger a published Interaction Workflow, you must know the “Event” that will be used to trigger the Workflow (i.e. “On Ring, On Answer etc). To identify which Event the Interaction Workflow is associated to, login to your OpenMethods account. You must be an administrator of your deployment to access this section. 

From the Experience Designer, select the Instance where the Interaction Workflow is located

Find the Event of the published Interaction Workflow and copy the name exactly (case and length sensitive).

Telephony/CTI Triggers

Telephony or CTI platforms can be used to trigger PopFlow Interaction Workflows based upon events that are happening on the agent's telephone, soft-phone or desktop application. For example, Interaction Workflows can be triggered "On Ring" or "On Answer". These trigger events can easily be sent to PopFlow, via the OM Connect API, provided that the telephony provider has the ability to call a URL when any of those events happen.

Base URL for CTI

https://connect.openmethodscloud.com/api/sendmessage/CTI

POST Requests

Set up the post URL (based on the type of trigger from above) : example:  https://connect.openmethodscloud.com/api/sendmessage/CRM

Then set up the body, making sure that the Content-Type is set to application/json.

Finally, add the required body fields and any additional data desired for use in the Interaction Workflow. In the example below, “insert_prop_1” through “insert_prop_3” is Key-Value Pairs (KVP) containing the additional interaction data desired to be sent with the triggering event.

An Example Body message for a POST:

{
    "agentid": "insert_agentId",
    "jwt": "insert_api_key",
    "crmid": "insert_crmid",
    "event": "insert_event_name",
    "insert_prop_1": "insert_prop_1_value",
    "insert_prop_2": "insert_prop_2_value",
    "insert_prop_3": "insert_prop_3_value",
}

Send CTI messages with CtiId in the payload

https://connect.openmethodscloud.com/api/sendmessage/CTI

"ctiid" is optional. (and it is case insensitive). If it is present, it is added to the topic when publish.

Client apps should subscribe to two Topics. one with CtiId and another without CtiId.

CTI/<CustomerID>/<CtiId>/<AgentId>

{
"agentid": "insert_agentId",
    "jwt": "insert_api_key",
    "ctiId": "insert_environmentId_From_ConfigServer",
    "event": "insert_event_name",
    "insert_prop_1": "insert_prop_1_value",
    "insert_prop_2": "insert_prop_2_value",
    "insert_prop_3": "insert_prop_3_value",
}

GET Requests

Set up the base URL

https://connect.openmethodscloud.com/api/sendmessage/CRM

Now add each required query parameter

?agentid={insert_agentId}&jwt={insert_api_key}&crmid={insert_crmid}&event={name_of_event}

Finally, add any additional data need for Popflow workflow.

&prop1={insert_prop1}&prop2={insert_prop2}

All together, the request will look like this:

https://connect.openmethodscloud.com/api/sendmessage/CRM?agentid={insert_agentId}&jwt={insert_api_key}&crmid={insert_crmid}&event={name_of_event}&prop1={insert_prop1}&prop2={insert_prop2}