Gladly has a specific set of requirements in order for your IVR to conduct data dips effectively.
- Gladly must be able to dip into your system of record via a RESTful, public API call. If you wish to allow it, Gladly makes requests using the set of IP addresses located here.
- Your API must accept and respond using JSON payload, and must explicitly set the Content-Type: application/json header when responding back to Gladly requests.
- Your API must respond within < 2 seconds. This enables speedy responses to the customer in-IVR
- Your API can use Basic Auth for authorization and/or static headers.
- Your API must be documented with specific error and success cases, and behave consistently. This enables Gladly professional services and support to help debug your integration better.
- Your API must be capable of handling the projected incoming volume of requesters per second. A good way to estimate this is to gauge the peak amount of callers choosing a certain option in your IVR that you will enhance with a data dip. For example, if at peak 500 customers choose to inquire about an order over the course of 1 hour, then that may be a good gauge of volume.
- As much as possible, your API should respond with values expected to be read out / sent to the customer. For example, instead of sending 10000 for order total, send $100.00. This enables you to easily grab values in your message/variable nodes to read out or text to customers.
See Set Up Data Dips once you’re ready to configure your data dips.
