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Mike Piska

Mike Piska

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  1. The user visits a Deeplink dynamically generated by the system-of-record (see “configuration” above).

  2. The WorkLink app launches and loads the Scenario Catalog identified by the Deeplink’s asset query param.

  3. The user selects a Scenario and begins a Scenario Session (causing all additional query parameters passed by the Deeplink to be stored as key-value pairs in a JSON hash on the ScenarioSession.externalData attribute, including and notably work_order_id).

  4. The customer’s custom application receives Webhook event notifications from the Scope platform that there is new data that the application is interested in.

  5. The customer’s custom application queries the Scope GraphQL API to retrieve the ScenarioSession data identified by the Webhook payload resource_id (see Session Data Sample Queries ).

  6. The customer’s custom application inspects the data retrieved for the value of ScenarioSession.externalData.work_order_id

  7. The customer’s custom application then associates the retrieved Scenario Session data with the work order in the customer’s system-of-record (using system-of-record APIs, or similar) using available APIs from the system-of-record.

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  1. Users are assigned call IDs that can be integrated with a system of record (like a service desk tool’s contact list). This can then be used to initiate a call to that user and external data can be added for case id or any other record id.

  2. The deeplink then launches application and calls a specific contact that is specified within the deeplink.

  3. The call is connected and the external data included in the deeplink is stored within the session data.

  4. The call’s session data is sent to the CMS to be stored with the external data included.

  5. A webhook is triggered when the call session data is stored in the CMS.

  6. The system of record (or some middleware application) is triggered by the webhook which then queries the CMS API for the full details of the call session. (see Session Data Sample Queries )

  7. The call session is then stored in the system of record, using the external data from the deeplink as the cross-reference info to connect the call session data to other records in that system.