Speak to an Agent

Financial Services Accelerator integrates with SAP partner solution Live Contract to enable direct communication between customers and insurance agents.

Overview

With this integration enabled, customers can start a live call with an agent from any page on the storefront. When the customer triggers the conversation, an agent takes the call using Live Contract application.

Integration

To enable the integration of your custom project with Live Contract, the following conditions must be fulfilled:

  • Your storefront has been built using the finanicialspastore Extension.
  • You have obtained necessary parameters from SYNCPILOT:
    • dedicated integration server addresses (URL, STOMP URL)
    • access credentials for logging in to the Live Contract application

If these conditions are met, you can proceed with the integration by doing the following:

  1. set the syncpilot.integration.active property to true in your local.properties file
  2. create an instance of the CMSConnectionComponent, which will be used as an entry point to the partner solution

For easier integration, we recommend you use the existing instances of the CMSConnectionComponent, introduced for this occasion, and then just configure them to suit your needs. When configured, the components will are visible on the storefront to your customers when they're logged in.

Available Components

There are two instances of the CMSConnectionComponent that you can use: CmsSyncPilotComponent and GenericSyncPilotComponent. These components are introduced with a different goal and for different target users.

CmsSyncPilotComponent is a reusable component, created so that business users can easily configure it through the Backoffice. This component can be implemented anywhere on the storefront and when triggered, calls the first available agent. The component consists of two elements: an icon and a title. Business users can configure these elements through Backoffice, and put the component in a desired page and content slot. For more information, see the section Configuring the CmsSyncPilotComponent in Backoffice of this document.

GenericSyncPilotComponent is a more restricted component, meant to be used by developers, as it can be customized only from the Financial Services Accelerator Angular application. This component can be used for:

  • contacting the first available agent from the product comparison page, when the customer is in doubt about which product to choose, and therefore needs support

  • contacting a specific agent on the Find an Agent page, provided that that agent is currently available. When used, the component is placed inside the agent information card, on both Map and List views.

Depending on the purpose, the GenericSyncPilotComponent has two designs. When it's placed on the comparison table, the component contains an icon, a title, and a link. When placed inside the agent card on the Find an Agent page, contains only an icon element. The component, in this case, needs to be passed the agent attribute and is connected to agent availability, which is a separate functionality. For more information on how to enable agent availability, see the section Live Contract Integration Features on Find an Agent.

For information on how to customize the GenericSyncPilotComponent, see Speak to an Agent page in SpartacusInformation published on non-SAP site.

Enabling Components Using ImpEx

To make use of your integration with Live Contract, you need to enable the instances of the CMSConnectionComponent.

  1. Log in to Administration Console.

  2. Navigate to the Start of the navigation pathConsole Next navigation step ImpEx ImportEnd of the navigation path tab.

  3. Paste the following ImpEx file, making sure to replace example attributes values (uid, stompUrl, url) with the ones created for your project: 
    $contentCatalog = yourContentCatalog
$contentCV = catalogVersion(CatalogVersion.catalog(Catalog.id[default = $contentCatalog]), CatalogVersion.version[default = Staged])[default = $contentCatalog:Staged]

UPDATE CMSConnectionComponent; $contentCV[unique = true]; uid[unique = true]; stompUrl; url
; ; GenericSyncPilotComponent; "https://sync-pilot-integration-server-stomp-url" ; "https://sync-pilot-integration-server-url"
; ; CmsSyncPilotComponent     ;"https://sync-pilot-integration-server-stomp-url" ; "https://sync-pilot-integration-server-url"

  4. Click Import.

Configuring the CmsSyncPilotComponent in Backoffice

Learn how to customize the CmsSyncPilotComponent for your custom project.

Prerequisites

To modify the CmsSyncPilotComponent and see the results on the storefront, the following must be done previously:

  • Your storefront has been built using the finanicialspastore Extension.
  • You have integrated with SYNCPILOT and obtained the necessary parameters :
    • dedicated integration server addresses (endpoint URL, STOMP URL)
    • access credentials for logging in to the Live Contract application
  • You have enabled the CmsSyncPilotComponent in your custom project (see Enabling Components using ImpEx section of this document).
  • You have placed the CmsSyncPilotComponent on a desired page and content slot

Context

The following attributes of the CmsSyncPilotComponent can be modified in Backoffice:

  1. Icon
  2. Title

Procedure

  1. Log in to Backoffice.
  2. Go to Start of the navigation pathWCMS Next navigation step ComponentsEnd of the navigation path and search for CmsSyncPilotComponent.
  3. Select the component to open the context menu and navigate to the Properties tab.
  4. Under URL, enter the endpoint address obtained from the partner solution.
  5. Next, navigate to the Administration tab, and in the UNBOUND section, add the following:
    1. Under Icon class, enter the icon class you wish to use in the component. In this example, we used fas fa-phone-alt.
    2. Under STOMP URL, enter the dedicated server address obtained from SYNCPILOT.
    3. Under Title, enter the text that will be placed inside the component, e.g. Call Agent.
  6. Save your changes.