You set up commands for agents to use in their daily work on the Agent Command Settings page. Agents use such commands to communicate with external systems: to receive information from an external system or send a request to change the information there.
Using commands is only possible if an external system is integrated with edna API.
When an agent uses a command, they receive notifications on the process that follows:
- The request to the external system has been sent
- The request has been received by the external system
- The response of the external system is received: client information, error message, or the message informing that the required data has been successfully changed in the external system.
When receiving data from an external system, edna might display it to an agent as a service message string (or an array of strings) in the <parameter>:<value> format.
To create an agent command:
- On the Settings tab of the admin WP, select Integrations > Agent command settings.
- Click New in the upper right corner of the Agent command settings page.
- In the Command name field, enter the command name. Agents, when calling commands, will see this name and hints on how to use the command.
Instead of spaces in the name, use underscores (_). For example, not Contract status, but Contract_status.
- Specify the command request type: getting data from an external system or sending a request to change data in it.
- Enter the command description: explain the rules of using the command, give examples to make it easier for agents to use the command. Agents will see the description when using the command.
- In the Command web service address field, enter the address of the service that processes the request.
- In the Command code field, enter the command code used to call the command as implemented in the integration process with edna API. You need to retrieve this code from the integration developer.
- Save your changes.
The command appears on the Agent Command Settings page and is toggled on (active) by default. You can temporarily deactivate it, if necessary, by toggling it off.