# RingCentral

Integrate Yellow.ai with RingCentral to enable yellow.ai bot users to interact with live chat agents on RingCentral. This integration allows your chat agents deployed in RingCentral to respond to user queries within your Yellow.ai platform.

## Connect Yellow.ai with RingCentral

To connect your yellow.ai platform with RingCentral, follow these steps:

### Fetch values from Ring Central account

Retrieve **Domain name**, **Source ID** and **API access token** from your Ring Central account. To do so, follow the steps mentioned below:

1. Log in to your [RingCentral account](https://engage.ringcentral.com/) as an Admin.
2. Navigate to **Channels**.


3. Click **New Channel** > **Engage Digital Channel SDK** to create a new channel.


4. Fill in the required fields to create the channel. In baseURL field enter https://cloud.yellow.ai/ or any test URL. Click **Save** afer filling the required fields.

:::info
A webhook is generated once the integration is established in Yellow.ai. Initially, you can provide a test URL to configure the integration. After setting it up, we'll retrieve the webhook from Yellow.ai. We will show the process in the upcoming steps.
:::


5. After creating a channel, click Edit on that channel and copy the **API access token**, **Domain name** and **Source ID** as shown in the image.


### Authorize Yellow.ai to access RingCentral

To authroize yellow.ai to access your Ring Central account, follow the steps mentioned below:

1. Go to cloud.yellow.ai > **Integrations** > **RingCentral live**.


2. In Give account name, enter a name for the RingCentral account and paste the **API access token**, **Domain name** and **Source ID** that were retrieved in the previous step and click **Connect**.


3. Once the integration is setup, copy the Webhook URL by clicking on it.


4. Go to your [RingCentral account](https://engage.ringcentral.com/) > navigate to the channel you created, click edit and paste the webhook in the **Base URI** field and click **Save**.


5. Go to **Developer tools** > **Webhooks** > **Add**.


6. Enter the copied webhook url in URL field and under **Filters** choose your sdk channel.


7. Under **Subscriptions**, subscribe to the events listed below and click **Save** to save the webook.

  
   <img src="https://i.imgur.com/XnPi6xg.png" alt="drawing" width="100%"/>

## Connect bot users to live agents on RingCentral

1. Go to **Studio** and [build a flow](https://docs.yellow.ai/docs/platform_concepts/studio/build/Flows/journeys#2-create-a-flow) based on how you want the bot to take the user through the process.
2. Include the [Raise ticket node](https://docs.yellow.ai/docs/platform_concepts/studio/build/nodes/action-nodes#17-raise-ticket) at the point in the flow where you want to let the user talk to Genesys live agent. To accomplish this, include a Raise ticket node and choose **Ring Central** under **Live chat agent**.

   ![](https://i.imgur.com/uptjWk6.png)


3. Fill in the following fields in the node. The variables chosen for these fields must be previously collect in the flow via node. To know more about this in detail, click [here](https://docs.yellow.ai/docs/platform_concepts/studio/build/bot-variables#41-store-data-in-variables).

| Field name | Sample value | Data type |Description
| -------- | -------- | -------- |-----|
|Live chat agent| -|-| Choose **Ring central live chat** in the drop down|
|Account name| account1| String| Choose the **RingCentral** account to which the chats should be transferred|
|Message after ticket assignment|Requesting live agent connection.|String| The message that will be displayed to the end user after a ticket is successfully assigned to an agent|
|Name| Rajesh|String|Name of the end user|
|Mobile| 9876543210| String|Mobile number of the end user|
Email|[e-mail]|String|Email address of the end user. This is a mandatory field|
Query|I have a concern regarding my flight ticket|String| The subject/topic/reason why the ticket was created|
Priority|MEDIUM|String|The priority of the ticket|

You can enable **Advanced Options** to access the advanced features of this node.

<img src="https://i.imgur.com/tPS9R0J.png" alt="drawing" width="50%"/>

4. Once you have set up the flow, chats will get automatically forwarded to live agents on **RingCentral** when this flow gets triggered.

   ![](https://i.imgur.com/sVvUsww.png)