My Operator Integration with BIK Helpdesk:
Connect My Operator with your BIK Helpdesk to enable direct calling for a more personalized customer interaction. Once connected, agents can call customers from the BIK Helpdesk directly and track call duration.
Steps to Integrate My Operator with BIK:
My Operator Setup:
Before connecting to BIK, you must first configure your My Operator account.
Log in to My Operator
Go to My Operator and log in with your credentials.Navigate to API Integration
Go to the Manage section in your My Operator dashboard.
Under Functionality, choose API Integration.
Generate API Credentials
Click on Regenerate Token under the Public API section.
Copy the generated details for future use:
API Token
Secret Key
X-API-Key
Company ID
Set up Webhook Integration
Go to API Integration and choose After Call Webhook.
Enter the webhook details:
Method: POST
Content Type: JSON
Add a DID Number
Navigate to the DID Settings section.
Click Add New to register your DID number.
Add a User (Agent) Number
Go to the Manage Users section and click Add New User.
Enter the agent's phone number and other required details for the agent.
7. Retrieve Public IVR ID
Go to Outbound Dialer -> Campaign.
Select an existing campaign or create a new outbound campaign.
Choose Peer to Peer
In the campaign settings, retrieve your Public IVR ID
Connect My Operator with BIK:
Go to BIK Dashboard
Log in to your BIK account and navigate to the Integration tab.
Find My Operator Integration
Scroll down or use the search function to find the My Operator Integration option.
Click on it to open the configuration screen.
Enter Your My Operator Account Details
Fill in the following information you retrieved earlier:
API Token
Secret Key
X-API-Key
Company ID
Public IVR ID
Connect My Operator to BIK
Once all fields are filled in, click the Connect button.
If the details are correct, the integration will be successful, and you’ll see a confirmation message.
Using My Operator in BIK Helpdesk:
Select a Customer Chat
In the BIK Helpdesk, choose an ongoing customer chat conversation.
Call the Customer
Click the Call Customer icon in the Helpdesk toolbar.
You can choose from the following options:
Primary Customer Number: +91773***467
Add New Number if you need to dial a different number.
Agent’s Call Number
The agent's number (the number you are logged in with) will be displayed:
Agent Number: +91962***783
Press the Call button to initiate the call.
Call Flow
The agent will receive the call first, coming from the DID number.
After the agent picks up, the call will be forwarded to the customer.
Monitor Call Activity
You can see the Call Duration and other call details within the chat activity.
This information will also appear in the Ticket History section.
Note:
Ensure that agents are added to My Operator before initiating calls from the BIK Helpdesk. If agents are not configured in My Operator, call functionality may not work as expected.
Make sure the webhook is correctly set up to log call details like duration in BIK.
The DID and user numbers need to be registered properly in My Operator to enable smooth call forwarding.
If you experience issues with the integration, verify the API credentials (API Token, Secret Key, X-API-Key, and Company ID) and the Public IVR ID to ensure accuracy.
For further assistance or to raise feature requests related to My Operator integration, please contact [email protected].