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Configuration Service

Overview:
We are relying on adapters to fetch data or have live chat conversations with any external products from our CM products. We need to manage the credentials and other configurations of the external systems for authentication and to have conversations with them. In a few cases, the response our CM products expect and the response we get from the external systems are not in the same format, we may need to transform the response to the required format. We also need to maintain the mapping of the CM products that are talking to the customer's external products. Configuration aims to solve all these problems.

Templates:

You can set up the template to transform the response from the external system to the required format at 3 different levels.

  1. Integration level: you can set up one single template for all the endpoints of different adapters at the service level. (Eg: For MSC there will be one template and response for all the calls which are made to the external system will be transformed using that one template).
  2. adapter level: each adapter will have its own template and the response for all the calls will be transformed using that template.
  3. endpoint level: for each endpoint, you can have a template that will be applied only to that particular endpoint.

Products:

Products are the products that are interested in using adapters to have conversations with external systems. We can add or remove the products to the configuration based on the requirement.

Eg: MSC, CAIC

Adapters:

Adapters are the ones using which we can talk to the external system. And each adapter has its own purpose. Currently, we have adapters that can perform live chat or query CRMs.

Eg: Salesforce Adapter, Salesforce LiveChat Adapter. Slack Adapter, MSTeam Adapter.

Connectors:

Connectors are the external systems. A connector may have multiple adapters doing different functions.

Eg: Salesforce, MS Dynamics.

Tenants:

Each account of CM customer who is interested in connecting their external system with CM's product is a tenant in configuration. The tenant will have an API key using which one can call any adapter.