Plugins & Campaign Integration
Plugins
Location: Apps → Plugins
Plugins create buttons inside the agent's dialer UI that agents click to trigger actions on demand. They are distinct from Workflow Automation in one critical way:
- Plugins are agent-initiated (manual)
- Workflows are system-initiated (event-driven)
Plugin Types
| Type | Description |
|---|---|
| API Transfer | Fires a Convoso Connect call to a third-party system. Evaluates the response against a defined success value. If successful, initiates a call transfer (3-way auto, 3-way manual, or blind). Supports weighted transfer routing across multiple numbers by percentage. |
| Boberdoo | Specifically for Boberdoo lead distribution / ping-post. Action: Transfer (post + transfer call) or Lookup (post only). Same transfer options as API Transfer. |
| TrustedForm | Fetches a TrustedForm certificate during a live call. Stores the certificate URL in a custom field. Provides VideoReplay of the consumer's original web form submission. |
| Google Map | Embeds a live Google Map in the agent's script showing the lead's address. Configured with Address, City, State, Postal Code, Country Code field mappings. |
Plugin Configuration
| Setting | Options |
|---|---|
| Plugin Type | Button (clickable in agent UI) or Embedded (iFrame in agent UI) |
| Action | Transfer (3-way / blind) or Lookup (data lookup only) |
| Convoso Connect | Links to any configured endpoint |
| Response Element / Success Value | Evaluates the API response to determine success or failure |
| Run on Background | Yes / No — silent background execution |
| Delay Seconds | Wait time before firing after trigger |
Deploying Plugins
Plugins are attached to agent call scripts. In the script editor:
- Right-click any element
- Select Edit
- Choose the plugin from the Available Plugins dropdown
- Click Insert
When to Use Plugins vs. Workflows
| Scenario | Use |
|---|---|
| Automatic CRM updates on call events (dispositions, status changes) | Workflow |
| Agent needs a manual "push to CRM" button | Plugin |
| Sync mid-call data before ending the call | Plugin |
| Confirm a CRM record exists before ending the call | Plugin |
| Trigger a lookup from a third-party system | Plugin |
| Time-delayed follow-up sequences | Workflow |
| A/B testing of CRM update frequency | Workflow |
Campaign Integration Points
Location: Call Center → Campaigns → [Campaign] → Advanced Configurations
Beyond the Convoso Connect → Adaptor → Workflow pipeline, each campaign has additional URL-based integration touch points that pass lead and call data to external systems.
Web Form URL
A URL that Convoso opens in the agent's browser when a call connects. Typically used to open the CRM lead record pre-populated with lead data.
| Setting | Description |
|---|---|
| Web Form URL | Base URL of your CRM's lead record or form. Supports token substitution (e.g. /%phone_number%). |
| Auto Call Launch | Opens URL automatically when an outbound call connects. |
| Auto View Launch | Opens URL automatically when an agent views a lead. |
| Append Data To Webform URL | Empty (no data), System Default (standard fields), or CRM Adaptor (uses the same field mapping as Convoso Connect). |
Embedded Web Form
Renders your CRM URL in an iframe directly inside the Convoso agent UI — agents never leave the dialer.
- Supports the same token substitution and Append Data options as the Web Form URL
- Configurable frame height
- "Hide by Default" toggle
Embedded Website
A second, separate embedded iframe for supplementary reference content (knowledge base, lookup tool).
TIP
Unlike the Embedded Web Form, the Embedded Website does not have an "Append Data" option — it loads a static URL.