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CCaaS Integrations ​

OmniBots integrates with leading Contact Center as a Service (CCaaS) platforms so that conversations can be escalated from your bot to a live agent when human assistance is needed.

What Is CCaaS? ​

CCaaS (Contact Center as a Service) is a cloud-based platform that manages customer interactions across channels -- phone, chat, email, and messaging. By integrating OmniBots with your CCaaS platform, your bot serves as the first point of contact and hands off to a live agent only when necessary.

Why Integrate? ​

BenefitDescription
ContainmentBots resolve common inquiries without agent involvement
Context TransferFull conversation history and collected data are passed to the agent
Reduced Wait TimesAgents handle only complex cases, reducing queue depth
24/7 AvailabilityBots answer around the clock; agents handle overflow during business hours
Cost EfficiencyLower cost per interaction by automating routine requests

Supported Platforms ​

PlatformIntegration TypeKey Capabilities
OmniBots Engagement HubInternal (DB + Redis)Direct Agent Desktop routing, zero config, lowest latency
Genesys CloudOAuth2 APIQueue routing, screen pop, conversation attributes
Amazon ConnectAWS APIContact flows, contact attributes, queue transfer
8x8 Contact CenterREST APISkill-based routing, CRM context, channel bridging
Google CCAIGCP APIVirtual agent handoff, Dialogflow CX, queue routing

Architecture ​

The escalation flow follows a consistent pattern across all platforms:

User Conversation
    |
    v
Bot Flow (OmniBots Orchestrator)
    |
    v  [Handoff Node triggered]
CCaaS Adapter
    |
    v
Contact Center Queue --> Live Agent
imageEscalation architecture diagram showing the full flow: user conversation to bot flow, then Handoff node triggers CCaaS adapter, which creates interaction in contact center queue, and finally routes to a live agent
Bot-to-agent escalation architecture
  1. The user interacts with the bot through any channel (web, SMS, WhatsApp, voice)
  2. When the flow reaches a Handoff node, the orchestrator invokes the CCaaS adapter
  3. The adapter creates a new interaction in your contact center with full conversation context
  4. The user is connected to a live agent in the designated queue
  5. If no agent is available, the bot can continue holding the conversation or offer a callback

TIP

Each Handoff node specifies its own integration, so a single bot can escalate to different CCaaS platforms depending on the conversation context -- for example, routing billing issues to Genesys and technical support to Amazon Connect.

Setting Up an Integration ​

  1. Go to Settings > Integrations > Add Integration
  2. Select your CCaaS platform from the provider list
  3. Enter the required credentials (see the platform-specific pages for details)
  4. Test the connection to verify credentials are valid
  5. Save the integration

Using the Integration in a Flow ​

  1. Add a Handoff node to your bot flow
  2. In the node configuration, select the CCaaS integration from the dropdown
  3. Configure the target queue, skills, and context data to pass
  4. Connect the Handoff node to success and failure paths

WARNING

Ensure your CCaaS platform credentials have sufficient permissions to create interactions and route to queues. Insufficient permissions will cause escalation failures at runtime.

Context Data ​

OmniBots passes the following context to the agent when a handoff occurs:

DataDescription
Conversation transcriptFull message history between the user and bot
Collected variablesAny data gathered during the flow (name, account number, issue type)
ChannelThe originating channel (web, SMS, WhatsApp, voice)
IntentThe detected intent or reason for escalation
Session durationHow long the user has been interacting with the bot
User identityAuthenticated user details, if available

Next Steps ​

Select your CCaaS platform for detailed setup instructions:

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