Slate Integration Guide-Cadence Chat

Overview

Cadence offers an automated integration with Technolutions Slate CRM by exporting information collected with Cadence Chat back to Slate. Mongoose will work directly with you to set up this integration. 

We provide the following points of integration:

• Chat bot contact data collected to create/update record in Slate.
• All chat bot conversation history from Cadence loaded as interactions within Slate

Note: There is currently no UI for this integration within Cadence. Mongoose will work directly with you to configure your integration with Slate.

Before You Start

There are several things to consider before configuring the integration between Slate and Cadence:

• The user setting up the integration must be an administrator in both Slate and Cadence.
• The integration relies on the use of Slate's Push Web Services Import method outlined at Importing Data with Web Services.
• We use Basic Authentication for authorization.
• The integration requires use of Source Formats, Source Definitions, and user management within Slate. The user configuring the integration should be familiar with these concepts as well as the chat process within Mongoose.
• Knowledge of how to set up a user in Slate is required.
• This integration allows you to export collected contact data and chat history into Slate from Cadence (stored as interactions).
• Data exports essentially function as a create and/or update process. Contact data collected from the chat bot will either create a new contact record in Slate or update an existing one.

Chat Integration Setup Process

1.  Create a new user in Slate: 

This user should be created a Service Account. An email address will be required to create the user in Slate. It can be a new email address, but please do not include an email address that you do not have access to. Refer to Slate's documentation for instructions on how to properly configure a Service Account.

Make note of the username (including the @) and password as Mongoose will need this for the authorization piece.

2. Configure a Source Format

A Source Format will need to be created that matches the data we'll be sending over. 

• Mongoose will provide a custom XML snippet. If your chat bot fields ever change, you will need to make sure to update your source format.
• There are required fields for creating contacts in Slate -  First, Last and Email are needed.  Many clients also added Date of Birth, assuming your bot is collecting it, to more accurately de-dupe records.
• Ensure that you have web enabled the source format

3. Once you have completed creating the Service Account and Source Format

• Provide us the username, password from your Service Account and Web Service Endpoint URL
  • The Url will look something like https://apply.mongoose.edu/manage/service/import?cmd=load&format={unique-format-id-here}
• It is recommended that the client sends credentials in a secure manner 
  • Password-protected compressed file
  • Google Drive, Drop-Box, or other secure sharing method

4. Create Custom Interaction Code

On the Navigation Bar, under the Database menu, select Database

On the  Activity & Interactions Codes page, select Insert.

On the Insert Record in Activity & Interaction Codes dialog box, enter the values below:

• Folder: CadenceChat
• Type: Interaction
• Code: CadenceChat
• Label: Cadence Chat Conversation
• Show In Reader: Yes

Exporting back to Slate

Once your integration has been configured, Cadence will send bot data and conversations back to Slate. 

Note: By default Slate requires First Name, Last Name and Email Address to be able to create a contact record. Export filters can be set up on Cadence side if you require additional criteria for Slate to create the record. For example: within a conversation, if Student Type = Future Student,  then send conversation to Slate. This is particularly helpful if not all conversations should be sent to or created in Slate.

This single source format will be create/update the contact record in Slate, as well as add the chat conversation to the record. The entire conversation (time bound or bot closed) will be sent to Slate in a single interaction. You will see a subject line for the integration that states it was a “Bot Conversation”

Example of Source Format XML

Text Opt-Ins and Consent Obtained in the Bot

If you collect consent to text within the bot conversation and would like to be able to push that data to the corresponding contact record in Slate, you can accomplish that through this integration.

In order to receive opt-ins obtained via the bot and update the corresponding contact record in Slate, you can map a field representing texting consent (opt-in) to the custom source format document that you set up (detailed above). The opt-in will be exported as a field on an interaction.

If you are using Cadence Chat are interested in using the Chat Slate Integration--please reach out to your client success lead or implementation specialist.