How do I use sipgate AI Assist in connection with Hubspot, Slack & Google Sheet?

Guide to using sipgate AI Assist with HubSpot, Slack, and Google Sheets via Zapier webhooks.

Requirement

AI Assist is available exclusively in the sipgate app, which is used in conjunction with the sipgate cloud phone system.

The webhook can only be configured by administrators of the sipgate account and applies only to channels. Consequently, a channel with a phone number is required in sipgate.

In Zapier, a plan with webhooks is required, and in HubSpot the API must be available.

Note: This feature is currently in beta status in the app, so if you are among the beta testers you can find it under "Labs" in the settings. After the release, the feature will be listed under AI functions.

Step 1: Create webhook in Zapier

After signing in to Zapier, create a new Zap via "+ Create" at the top left:

01-ZapierCreate.png

Step 2: Set up trigger

In the new Zap, select the first trigger:

02-ErsterTrigger.png

Select Webhooks for this trigger:

03-ErsterTriggerWebhooks.png

Set the trigger event to "Catch Raw Hook":

04-CatchRawHook.png

After clicking "Continue", go to the webhook and copy it to the clipboard via "Copy":

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Step 3: Store webhook in AI Assist

Now enter the webhook in the sipgate app under "AI Assist Webhook" and select format "VCON":

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Don't forget to save.

Step 4: Test trigger

To do this, first place a call via a channel in your account and wait for the conversation summary in the sipgate app.

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Back in Zapier, you can test the trigger by clicking "Test trigger". The calls that were made will then be listed as "records". The first phone call, for example, as "request A". Select a record and continue with "Continue with selected record".

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Step 5: Extract data fields

The transmitted data is in raw format and can be converted into data fields in the next step using "low code":

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In this example, Python is used, but JavaScript can also be selected.

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To learn the data structure, simply switch to "Test" and you can also place the data directly into the clipboard:

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To make the whole thing more manageable, the data from the clipboard can be pasted into an editor and formatted hierarchically. An editor that understands JSON is helpful here to provide color support for the whole thing.

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Once the desired fields have been determined, they can be filled in the code:

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In this example with Python, it is:

# Let python understand JSON
import json
Parse the raw_body string into a dictionary
raw_body_dict = json.loads(input_data['raw_body'])
Now you can access the fields in Zapier
return {'uuid': raw_body_dict['uuid'],
'created_at': raw_body_dict['created_at'],
'updated_at': raw_body_dict['updated_at'],
'subject': raw_body_dict['subject'],
'agent': raw_body_dict['parties'][0]['tel'],
'customer': raw_body_dict['parties'][1]['tel'],
'start': raw_body_dict['dialog'][0]['start'],
'duration': raw_body_dict['dialog'][0]['duration'],
'analysis': raw_body_dict['analysis'][0]['body'],
'channel': raw_body_dict['tags']['channel_name'],
'direction': raw_body_dict['tags']['direction']
}

Using "Continue" and "Test step" on the following page, you can now see the filled fields:

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Publish the node and then move on to the next point.

Step 6: Log call in HubSpot

Step 6.1: Find contact

Since the goal is to record a call, the first thing to do is find the contact person in HubSpot. This can be implemented with a ready-made template.

So add another node:

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Select HubSpot:

In the next step, set the "Action Item" to "Find Contact" and then continue with "Continue".

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The call metadata contains the contact's phone number, which can be used as a search criterion. In this example, the "Property" "Contact information : Phone Number" and "Contact information : Calculated Phone Number in International Format" are accessed. A "+" is prefixed in the fields for the values.

20-FindContactProps.png

Continue with "Continue" to run "Test step". If the contact is found, it looks like this:

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Step 6.2: Log call

Now continue with creating the log. To do this, add another node:

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The required "Action event" in the HubSpot template "Create Engagement":

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Now define the details

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Determining the contact ID is somewhat hidden:

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Using "Continue" and "Test step" results in the following:

25-EngagementTest.png

Finally, confirm via the "Publish" button. And this is how it then appears in Hub:

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Step 7: Maintain Google Sheet

After that, a table should be supplemented with the call for later evaluation.

So create another node:

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Google Sheets is used here as the template:

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The selected "Action event" is "Create Spreadsheet Row at Top". It inserts an empty row below the header row and then fills it with the data.

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In the next step, location, file, and sheet are selected and the fields are mapped to the columns:

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Then again click "Continue" and "Test step":

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Oh yes, don't forget to publish.

And this is what it looks like in the sheet:

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Step 8: Post message in Slack

Now send a message in Slack and inform the colleagues about the call. The caller may already have been in contact with someone.

It starts again with a node:

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Choose Slack template:

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Then select "Send Channel Message" as the event and set up the Slack account:

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Now select the channel and prepare the "Message":

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Then "Continue" and "Test step" as usual:

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And the result in Slack:

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