The Callback Request feature is designed to streamline communication with customers by sending a request for a callback. This feature allows businesses to easily initiate follow-up actions and enhance customer engagement, regardless of whether the initial interaction was via a call or other communication methods.

There are three types of callback request options available:

1. Email: Send an email to the selected contact with a request for a callback. By default, sender’s email address is “no_reply@roger365.io”, to send Email callback requests using own email address (for instance of Shared Mailbox), make sure that one of the Email configurations is set as “Default”.
2. Webhook: Trigger a webhook to automatically send callback data to a specified URL (mostly Logic Apps). This option is perfect for integrating callback requests into automated workflows or systems that handle customer service or follow-up processes.
3. Mailto Link: Create a Mailto link that opens the agent’s email client with a pre-configured message requesting a callback. This allows the agent’s email address to be used as the sender, including any configured email signature. It’s a simple and efficient way to request a follow-up action via email.

To configure Callback request navigate to General admin page, and press “Configure Callback Requests”.

The body of the Callback request supports the use of variables, such as {DisplayName}. You can use any variable from your CRM Replicator, CRM available variables are listed in documentation page about Custom CRM Replicator – section POST JSON (remember about curly brackets). Additionally you can make usage of {AgentName} and {PhoneNumber} variables.

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Force terminate

It is possible to force the termination of a call from the Supervisor page. This option is extremely useful in cases where there are issues with a call, for instance when everyone has finished the call, but for some reason, the Agent’s status still appears as Busy, or the call is stuck in the Queue where none of the agents is able to answer or even the call record itself is still visible in the ‘Live calls’ section of the Supervisor page. Before using this option, it needs to be enabled on the Queues admin page for the selected Queue Supervisors.

A call that requires force termination needs to be located in the Voice Queue or Live calls section of the Supervisor page. Next, the agent needs to right-click on the call record. This action will display the “Force Terminate” button. Upon pressing it, a confirmation window will appear. Pressing “Confirm” will terminate the call.

Each force terminating a call by Supervisor is logged into “Logging” page of ROGER365 admin portal.

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Supervisor Assist

It is possible by an agent to request a supervisor assistance. Supervisor Assist empowers agents to instantly notify Supervisors when their expertise is needed, ensuring faster resolutions and improved customer service.

Upon pressing the button, three options will be shown: Monitor, Whisper and Join.

Selecting one of these options will send a parallel invite to join the call to every available Supervisor at the moment.

Notes: To enable this option, a Supervisor Assist option needs to be enabled at Agents or Agent Profiles admin pages. There’s a seat for only one Supervisor per call, so the first one to join wins the seat. It isn’t possible for the second Supervisor to join a call, even if the previous Supervisor has left.

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Redirect

Is it possible to redirect a call to another contact while keeping original ID of the caller (phone number) using Redirect option.

First an agent has to be in active call, locate desired user in the search box, click on the 3 dots at far right side of the user (More Actions) and hit “Redirect” button:

The Redirect operation is depending on your SBC configuration and/or your carrier to work properly. It should be able to set the “from caller”. For most carriers this is only allowed when you have an active inbound call, in other scenario’s the caller ID might be wrong which should be investigated on SIP level.

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Virtual wait

In case of having nobody available to serve the customer, it is possible to give the caller an option to wait in virtual queue. It will disconnect a caller from the platform making a record at Agent page to call back a customer. Hourglass icons means that the caller decided to wait in virtual queue.

Taking this call as an agent will send a Teams call invite, which upon accepting will send call invite to a caller.

Note: This option must be configured within the callflow designer, check Make Call Virtual action.

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Conference call

It is possible to invite other participant(s) to an active call via Conference call option.

First an agent has to be in active call, locate desired user in the search box, click on the 3 dots at far right side of the user (More Actions) and hit “Invite participant” button:

After picking one of the possible calling methods (PSTN/Teams) a chosen user will be invited to a call. This feature is 3-way audio meaning that caller, agent and invited participant will talk to each other.

After an invited user answers for a call, call control and transfer buttons will become unavailable except of Hangup until invited participants will be removed from an active call.

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Outbound DTMF

An agent can use the DTMF dial pad when doing an outbound call to a number with IVR menu. Button “Dial pad” appears after answering for an invite for outbound call:

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Cancel consultative transfer

There are often situations where the consultative transfer has been made to the wrong person or selected person does not answer. An agent can use Cancel consultative transfer option to keep caller On-Hold which enables agent to plan further steps.

After performing a consultative transfer to the selected contact, an icon will appear next to the contact’s name with the label “Cancel transfer”:

The Cancel transfer option can be used before or after invited target joined a call. Keep in mind that pressing “Resume” button (middle button) still disables Hold from the caller.

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Call Park

It is possible to park (hold) the caller for yourself or another agent from the Call Park group configured earlier.

First an agent has to be in active call, and locate first button from right named “Park call”:

Select Call Park group (available after assignment):

The call is now parked, it is possible to assign note to parked call which is visible for every agent in the same Call Park group. To unpark the call, an agent have to hover over parked call, press “Unpark Call” button, and accept incoming call:

Ensure that your Teams status is not set to 'Do Not Disturb' or any status that automatically rejects incoming calls before un-parking a call. Additionally, do not set your ROGER status to 'Available' during an active call, as failing to observe this may result in the agent receiving an additional call while the current one is still in progress. If the same call is parked a second time, the previously assigned note will remain visible — be sure to update it if necessary.

Reporting

The following report information is by default available trough the administrator portal. A selection per TouchPoint is possible or you can choose a combined overall report. Various types of information is available:

• Average response time
• Average time unassigned
• Average messages per conversation
• Conversation per status – number of assigned/ unassigned conversations, agent or customer pending or completed
• Amount inbound vs outbound messages per day
• Conversation totals
• Agent Totals
• SLA Per Agent

When more information is needed the Microsoft Power BI connector can be used to create your own detailled report.

Wallboard

To keep track of all active conversations we have a Wallboard for you available. It shows you in realtime new incoming conversations, to who a conversations is assigned and what the status is. You can access the wallboard from the Administrator Portal, or by installing our Wallboard App in Microsoft Teams.

You can access a conversation directly from the Wallboard by clicking on it.

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Workflow & Dialog handler

With the very advanced Dialogue Handler you are in complete control what happens with incoming conversations. You can change the flow at any time by just dragging and dropping the right components. Several predefined template are available for you to use as an example, or of course one of our partners can help you.

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Administrator Portal

Via the administrator portal you can manage all the functionalities of the ROGER365.io platform. You can change/add your TouchPoints or how your incoming conversations are handled. In the portal you can also view a detailled report of your usage. Also more advance tasks can be done here, like connecting your CRM system.

When you are using a chatbot to answer frequently asked questions, in the portal you can manage the database of questions. When the chatbot is used by customers you can evaluate which questions are being asked so you can improve and train the chatbot to become better every day.

You can use Single Sign On to access the portal so no need to remember an extra login

Assign Agent

A big advantage of using Microsoft Teams to handle conversations is dat everybody can collaborate, but how do you know who will be handling the conversation? That’s were the Assign Agent feature comes in. When a new conversation arrives it will have the ‘unassigned’ status. The agent who will handle the conversation can click the Assign button, or you can assign the conversation to another team member. A notification will be send to the agent that a conversation has been assigned.

Once a conversation has been assigned, it will be used in the reporting module and on the wallboard.

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Meet Now - Escalate to Voice/Video

Sometimes a chat conversation can be difficult, for example when you want to explain or show certain things. Wouldn’t it be cool to upscale your chat to a live voice and/or video conversation? With the Meet Now feature this is very easy.

During a chat conversation, just push the Meet Now button. The ROGER365.io platform will create an instant meetingroom which both parties can join. When both parties click the link, they join the meeting. If the webchat user doesn’t have the Microsoft Teams application installed, then he/she will join using their webbrowser. For mobile users it’s mandatory to install the app via the appstore. They don’t have to signup for an account, installing the app is enough.

From Teams a Meet Now meeting is initiated. The webchat user receives a link to the meeting

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Enhanced Scheduling + Callback notification

When you want to handle incoming conversations differently for example during out of office hours, you can add an enhanced schedular to your TouchPoint. You can create normal week schedule and add (recurring) exceptions for example holidays.

For example: during office hours your chatbot handles frequently asked questions and if it can’t help your customer completely, the conversation can be escalated to a Microsoft Teams channel. But when your office is closed, you might want to handle this conversation differently. Maybe by asking the customer for his phone number so you can call him/her back the next day. This callback information can be posted in a Teams channel or send to you by email.

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You can add our smart chatbot to your TouchPoints. The bot can provide answer to frequently asked questions. No need to -exactly- phrase the question, our bot is smart enough to intepret what the user is asking. If the user is not happy with the answer, we can redirect the user to a Teams channel to talk with a live agent. The agent will receive a transscript of what the user has been asking, so no need to ask the questions again.

Altough you’re offline, users can ask questions to the smart bot

If you already have a FAQ on your website we can automatically crawl trough you site to create your initial database. Also importing XLS or CSV files are supported.

The database is filled with existing questions. You can easily extend the database by added more questions to the same answer to make your bot even smarter.

All questions asked by users are stored and you can evaluate them reguarly. Maybe add additional ways a question is being asked, or add answers to questions which aren’t in the database.

Power Automate is a service that helps you create automated workflows between your favorite apps and services to synchronize files, get notifications, collect data and more.

ROGER365.io can send triggers to Power Automate to start automated workflows. For example a trigger can be send when a new conversation arrives. The information can be used to query a CRM or servicemanagement system to retrieve information like open opportunities or open incidents. This information can be send back to Teams where it will be added to the conversation.

Another solution could be to automatically fill a CRM timeline, or change the light in your office to pink if your favorite customer sends you a message 😉

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Search your CRM for contacts from Teams

With the phonebook application, you can quickly search from Teamsin your CRM contacts database. By just entering a few characters from a contacts name or company, the phonebook shows you the found contacts. On the results page you’ll see the contacts address, phonenumbers and email address. By just clicking the phonenumber a call from your Teams client will be initiated. You can also click the email address to send an email or choose to start a chat conversation from Teams with the found contact.

Embedded in Teams

The phonebook is accessable via the conversation context menu everywhere in Teams. By just clicking the ROGER icon and selecting ‘search contact’ you can start searching.

Then just  search for a contact, company name or phonenumber. You can also use a wildcard like *smith or *12345. When you select a found contact, all data is displayed

With sentiment analysis you can monitor your conversations in realtime. Every time the client sends a message, we’ll rate the sentiment of that message using an Artificial Intelligence algorithm. Every time a new message arrives we sum the rating of all individual messages and calculate the average.

The sentiment is displayed at the conversation, the wallboard and Contact Center Hybrid Queue.

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SMS

Text messaging, or SMS, is still very often used by a lot of users. The biggest advantage is that you can send it to every mobile phone, no need to install an app like WhatsApp or Facebook. The downside is that rich media messages, like sending images, are not available. Sending emoticons although are available.

Obtaining a SMS number

To start using the SMS TouchPoint you need a subscription from a SMS service provider (like cm.com) They will assign you a number and the necessary keys. With these keys you can Add a SMS TouchPoint in the ROGER365.io portal.

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WhatsApp for Business

Using Whatsapp as one of your communications channels is getting very popular. Especially since Whatsapp offers a business subscription. In order to smoothly handle incoming Whatsapp conversations we’ve added WhatsApp for Business as one of our available TouchPoints.

Users can send a Whatsapp message to your company number, which we will route to a channel in Microsoft Teams. If you would like to see the CRM data of the user, then just connect your CRM system like Microsoft Dynamics 365, TOPdesk or others to our platform.

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Features

Here’s an overview of the available features. Some are not available yet by WhatsApp. If this changes in the future, we will add them to the platform.

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Sending/Receiving Images and documents

From WhatsApp a user can send images/video’s and attachments to the Teams user. The other way around is limited: you can send emoticons and inline photo’s to WhatsApp. Inline means pasting a photo into the textbar. Using the attach icon in Microsoft Teams is currently not supported. As an alternative you could send a hyperlink to a OneDrive files, or another online filesharing solution.

To send a photo inline from the Microsoft Teams channel to the WhatsApp for Business touchpoint, please follow these steps:

1. Mention the ROGER bot with “@” in the Reply section under the initial WhatsApp user message in your Microsoft Teams channel.
2. Immediately after mentioning the bot, paste the image (Important: do not use any spaces and enters!).
3. Send the message.

Template example: “@ROGER<image>”

Notes: From your clipboard, paste the copied photo by pressing CTRL+V. You cannot send videos using the inline method.

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Initiate WhatsApp Conversation (WhatsApp Out)

It’s also possible to initiate a WhatsApp conversations with someone. If enabled, you can click the ROGER icon in the icon bar when you click the ‘New Conversation’ icon in a channel in Teams. If a WhatsApp number is configured with that channel, that number will be automatically selected as the ‘sending’ number. If you initiate the conversation from another channel, then you are given the option to select the correct TouchPoint.

You can search the CRM database for the mobile number of a contact, or enter a number manually. After selecting a number, the ‘opt-in’ status is shown. To send a WhatsApp message to a user, WhatsApp requires that the user has given you permission to send messages. You are responsible to ask and register the opt-in from the user. We have an API available to register the OPT-IN permissions.

You can only send pre-defined template messages (WhatsApp charges you for sending a template). Directly after sending a message, a new conversation is created in the MS Teams channel. When the WhatsApp user responds to the template message, you can continue the conversation.

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Smart Chatbot Integration

If you would like to automate the conversation with the user, you can integrate our Smart Chatbot solution into your Whatsapp TouchPoint. When a user initiates a conversation first the chatbot can try to help the customer and answer frequently asked questions. When the user chooses to escalate to a live agent, the conversation is routed to a Microsoft Teams channel. The transcript of the conversation with the chatbot will be presented to the agent.

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Webchat

Webchat is one of the TouchPoints you can add to your website. Just add a few lines of code to the body of your website, and you’re ready to go! Your website visitors can easily start a conversation with you, and of course this conversation is routed to a Microsoft Teams channel.

Look and feel

In this screenshot you see the default layout of our webchat module. The styling and heading of the webchat module can be adapted to your own company branding.

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Status Message

You can set a default status message like ‘We’re currently online’ which users will see. This can be based on a schedule so you can show a different message when you’re unavailable. We support multiple languages and show the right message based on the users’ browser.

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Notifications

When a user sends a message they often browse to another tab or application. When a response is received the user will receive a sound notification. When the webchat is minimized the sound is also played and the user sees an ‘unread’ messages notification.

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Attachments

When a user wants to share an attachment, then this can be easily done trough the webchat interface. The attachment is then send to the active conversation in Microsoft Teams.

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Microsoft Teams

The webchat conversation is send to the right channel in Microsoft Teams. From here the conversation can we assigned to the person who will handle the session. Also the conversation will be displayed on the Wallboard. When it’s better to have a more personal way of communicating the conversation can be transformed in to a voice and/or video call via the Meet Now button.

After the conversation is finished, the session can be closed.

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The native Microsoft Teams app, Contact Center | ROGER365.io, is available to all configured agents and supports chat interactions from various channels like messaging and social media when Hybrid Queues are enabled. Although chat can be handled without Hybrid Queues, using the Contact Center app for chat requires Hybrid Queues to be enabled.

Internal messages

During various social conversations there are often situations where you would like to leave internal message (note) for yourself or other colleagues. With Internal messages feature it is possible to leave internal note and/or mention colleague for help. Internal messages cannot be seen by the customer.

Call button

During WhatsApp conversations, it is sometimes better to escalate certain topics to a call. With the Call button, it is possible to directly call a WhatsApp participant using a previously configured Voice Queue that is enabled for outbound calling.

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The Call button will be disabled when the phone number format of a WhatsApp participant is incorrect.

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The Reporting page shows information at a queue, agent, or caller level. Access is granted via the Report Viewer role, assigned at the Queue level, giving the user access to reports related to that queue.

Queue-based reports (such as Queue Summary, Queue Detail) show data scoped to the assigned queue only.

Agent-based reports (such as Agent Summary, Agent Detail, Agent Log) reflect an agent’s overall activity, so they’re organized around the agent rather than the queue. As a result, a user with Report Viewer access to an agent through one queue also sees that agent’s data from any other queue they belong to.

Caller-based reports (such as Caller Summary, Caller Detail) are organized around the caller rather than a single queue, and a single call may involve more than one queue.

The information can be downloaded as a CSV file, or accessed via an API.

Queue Summary

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Queue Detail

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Agent summary

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Agent detail

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Agent log

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Queue detail (Outbound)

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Agent detail (Outbound)

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Resource Account (Outbound)

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Caller summary

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Caller detail

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Caller not queued

Live queue & Agent Statistics

In the supervisor tab, live information is shown about all queues. This includes metrics like amount of callers, total calls answered, total calls abandonded, longest waiting etc. Also information about agents and their current status is available.

Agent Status Overview & Override

An overview of all agents shows their current status and the amount of time since the last status change. Also is visible in which queue the agent is logged into. As a supervisor you can change the status of an agent and log them into a queue.

Live Calls Overview

All live calls which are routed through the Contact Center application are visible. This also includes name, company and with which agent there are connected.

Live Chats Overview

All live conversations connected via Social Queues and routed through the Contact Center applications are visible. This includes information such as the Start time, user name, Company, Phone number, and so on.

Monitor & Join

A supervisor can monitor or join active calls. With monitoring the supervisor becomes a participant in the call, but the microphone is muted. Joining the call means the supervisor can speak with the agent and caller.

Queue Service Level

The Supervisor tab provides visibility into the configured Queue Service Level for specific queues. This feature is particularly valuable for large organizations, offering insights into the effectiveness of call handling across different queues. The Supervisor page displays the Service Level (in percentage) for both Voice and Social Queues.

Drag & Drop

Each section of the Supervisor tab can be moved around or collapsed on agent’s demand. This feature is useful for the agents who prefer to have most important information on top of the tab and/or collapse not needed ones.

To “Collapse” or “Move” certain section, an agent should press, or press and hold highlighted buttons at the far-right side of specific section:

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A native Microsoft Teams app is available for every ROGER365.io Contact Center Agent. The app offers all kind of functionalities and insight of the call queue.

Availability & Reason Codes

Every agent is able to set their own availability status: Available, Not Ready, Away & Off Work. When an agent is in an active call, the status is changed to Busy. In addition to the Away status, specific reason codes like Lunch or Training can be configured via the Admin portal.

Call parking

An agent is able to park a call for himself or other agent from Call Park group. Caller will be waiting on hold till one of the agents will unpark (unhold) the call, ideal for demanding users where only the best of the best agents can handle the situation, or very busy contact centers that prefer not to advise callers to hang up and call back later.

Conference calls

An agent can invite other participants to an active call. Conference call is very useful feature for Agents who need help with a current conversation.

Multiple Queue Login

An agent can log in to multiple queues at the same time. If the agent is configured as ‘Formal’ then he/she is able to login and logout of the queue. To prevent this, the agent must be configured as ‘Informal’.

Wrap up Time

The Wrap up Timer gives an agent some time after finishing the call to process the conversation. For example update the CRM system, or create a support ticket. The default time can be configured in the Admin portal. If the time isn’t enough, the agent can manually add some extra time by clicking one of the buttons.

Live Queue Insight & Statistics

Every agent has insight in the amount of callers waiting in the queue. Per caller is shown the amount of time waiting and in which queue they are. Also on top of the app statistics are displayed about the selected queue. For example amount of calls today, average waiting time etc. Also information about other queue agents is available like amount of agents with status ready, not ready etc.

CRM Integration

If a CRM system is connected, the name of the caller is also shown when waiting in the queue. When the call is offered to an agent, also the company name is visible. For advanced CRM integration you can take advantage of the Powerframe which allows you to create your own applications with the all information needed for the agent.

Customizable Call Action

Depending on your activities in the app (whether you’re focused on calling or messaging) certain actions may seem unnecessary. In those cases, you can customize your shortcut actions by selecting which exactly buttons should be visible next to person’s name.

Press ellipsis button (More actions) next to a contact’s name to open window listing all actions:

To set selected actions as the shortcut, drag & drop specific action from the More action section via ≡ icon into the Shortcuts. The informational icon next to grayed out action explains the reason behind unability to use this specific action.

Dynamic application scaling

The Agent page of the Contact Center application adjusts its user interface based on the current screen resolution. Whether you’re using a laptop, working with monitors that have high scaling, or simply prefer a smaller screen, this feature ensures that agents have a seamless experience without sacrificing functionality.

Note: The Favorites section of the Attendant Console is now located next to the “Users”, “Groups”, and “Notes” sections. When the “Favorites” section is focused and a search is performed, the agent will search within the Favorites list.

Collapsible left panel

An agent is able to enlarge its working space by collapsing the left side of an application which is responsible for seeing incoming calls or waiting for response conversations. This can be done by pressing on the icon in the top left corner of Agent information. When left panel is collapsed, to answer incoming call or accept conversation, press using left mouse button on the record. Now you can use either “Pickup from the queue” button (visible after hovering mouse over the record), or by pressing right mouse button on the record.

In the screenshot example this button was avaiable to an Agent while having Not ready status. This is possible due to Cherrypicking option.

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Group as Favorite

The Attendant Console feature for Agent page of Contact Center application allows to create groups of favorite contacts. This feature is really helpful to organize contacts in defined manner. Favorite contacts which are not part of any group can be dragged into one by using ☰ icon (drag & drop action). Groups can be collapsed and opened using > or ˅ signs. When certain group is collapsed it is possible to change its name, rearrange order or remove entire group.

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Note: When removing group as favorite, all of the contacts inside are removed from Favorites section of Attendant Console and shall be added again if needed.

Copy group members to Favorites

An agent is able to copy all group members with one simple action which greatly saves up time spent on manual adding each person using ellipsis button (“More actions”).

Once the group has been found in Contact Center application via any search field, the “Add users to favorites” button will be available to an agent:

Upon pressing, listed group members will be added to the Favorites section – unless they are already there, in such case nothing will happen.

Filter logged-in queues

The Agent page does offer a functionality which allows an agent to hide calls that are waiting in Queues from which the agent is currently logged out. It helps provide a clearer overview of which calls should be handled by the agent currently logged into a certain Queue.

At the Agent page of Contact Center application next to a “In voice queue” label you can find switch with the tooltip description “Filter logged-in queues”.

Advanced search

The Advanced Search feature enhances standard contact search by allowing more specific search criteria, helping users find the right information faster and with greater accuracy. This feature must be first enabled at either Agents or Agent Profiles admin pages.

After enabling the Advanced Search feature, in Contact Center application the new magnifying glass icon will appear:

Upon pressing, new Advanced search window will appear where you can search for desired contacts based on enabled properties (Display name, Department, Job title etc).

Peers

Hovering over a contact’s avatar opens their Contact Card. For Microsoft Entra ID users, the Contact Card includes an Organization view showing their manager, colleagues, and direct reports. Clicking on any of these people opens that person’s Contact Card in turn, showing their own manager, colleagues, and direct reports. This gives agents a quick way to explore a contact’s wider organization.

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Obtaining a WhatsApp for Business Number

You need to have a Facebook Business account to connect your phone number to WhatsApp for Business.

Make sure that this Facebook Business account belongs to your organisation. If you have done this, please send us the Facebook Business Manager ID:

• Go to your Company settings https://business.facebook.com/settings/info
• under the Information about Business Manager you can see the ID number

After we have the ID we can validate it and if it is correct we can onboard you with WhatsApp.

What happens after you provided us your Facebook Business Manager Account ID?

1. One of our WhatsApp for Business Solution Providers  will onboard your company and WhatsApp number
2. At that moment you will receive a message in your FBM, we will inform you when this is done
3. After that go to your Facebook Business Manager:https://business.facebook.com/settings/requests/received_requests
4. Accept the WhatsApp notification (make sure you have the “Admin” role when you login)

Your company details need to be verified by Facebook. When this is done your WhatsApp account will go in final approval.

After the account is approved we can schedule the registration. WhatsApp will make a phone call to your phone number and then you need to pick up the phone directly. A 6 digit code will be spoked out and you would need that code entered directly.

When you have successfully enrolled into ROGER365 and you have access to the portal, you can try to configure your first communication channel. Here you find the steps to take (and where to find the documentation how to configure it).

Contact Center

If you already are using Teams Calling (via a Microsoft Calling Plan, Operator Connect or Direct Route) you can activate the Contact Center Functionality. You need to follow these steps:

1. Authorize Contact Center and install the ROGER365.io Teams App (click here)
2. Create Resource Account and connect a phone number. (click here)
3. Configure Audio Prompts (click here)
4. Configure a schedule (click here)
5. Configure reason codes (click here)
6. Create and configure a queue (click here)
7. Create and configure a callflow (click here)

Social Messaging

Creating a flow between a TouchPoint like Webchat or WhatsApp all have the same principle.

TIP: You can test our WhatsApp for Business integration with Teams. Our partner CM provides a ‘sandbox’ test environment. You can connect a test-WhatsApp number to Microsoft Teams Using ROGER365.io. Find the description how to configure this here.

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If you want to get onboarded into ROGER365.io you can signup and activate your environment yourself. After finishing the signup and enrollment process, your 14-day evaluation period will start. After this period (or directly after onboarding) you can choose a permanent subscription. Here you can find the subscription options.

You need a Microsoft 365 account to complete the enrollment process.

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You can watch the steps described underneath in this tutorial video.

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Enrollment

To successful go through the enrollment process you need:

• Microsoft 365 account
• This account must have Global Administrator, an Application Administrator, or a Cloud Application Administrator permissions

First start your 14-day evaluation on our website

Fill in your  name and emailaddress and click next

In the final step fill in your company name and location.

You will receive an Email with information and a button to start the free trail. The button opens a new webbrowser tab with the following popup.

Enable the privacy checkbox and click the ‘Sign in with Microsoft’ button

Here you can sign in with your Microsoft 365 account, make sure you have Global Administrator, an Application Administrator, or a Cloud Application Administrator permissions. If you don’t know what this means, please contact your IT Administrator to help you.

Click accept to give us your consent. We need these permissions so your can use your own Microsoft 365 credentials to login to ROGER365.io. After accepting you will be logged out from the Microsoft website and redirected to ROGER365.io.

In this phase your ROGER365 environment will be setup, this will take approximately 5-10 minutes.

When your environment has been setup successfully, you’ll receive this email.

Now you’re able to login into the ROGER365 Portal. If you receive an email with the notification that the setup has failed, our support team is automatically notified. We’ll try to help you as soon as possible, or contact us.

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SummaryExport

This API retrieves the AI Summary results of a social conversation. The AI Summary must first be configured in the End node.

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

/v1.0/AI/export/Social/Summary

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Example

{
  "items": [
    {
      "tenantId": 123,
      "conversationId": "4f5f2545-133-123-3214-d9800a7db3b3",
      "createdAt": "2026-02-02T14:09:53.3370323+00:00",
      "isDeleted": false,
      "lastModified": "2026-02-02T14:09:59.4661919+00:00",
      "results": [
        {
          "aspect": "recap",
          "text": "The agent welcomes the user to a Webchat Social Messaging conversation."
        },
        {
          "aspect": "narrative",
          "text": "Agent_1 welcomed the attendees to a Webchat Social Messaging conversation."
        }
      ],
      "editedByUserId": null,
      "editedResults": null,
      "errorMsg": "",
      "status": 4
    }
  ]
}

‍

Model

‍

For summary aspect settings reference the microsoft documentation. How to setup the end node Cognitive Endpoint you can find here

ReplicatorConfig

This API shows the created (and deleted) CRM replicators and the configured properties.

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

/v1.0/CRM/export/ReplicatorConfig

‍

‍

Output

{
  "items": [
    {
      "id": 1,
      "isDeleted": false,
      "lastModified": "",
      "tenantId": ,
      "created": "",
      "name": "",
      "startTime": "",
      "frequency": 1,
      "interval": 1,
      "description": "",
      "contactUrl": "",
      "type": 0
    }
  ],
  "batchToken": ""
}

ReplicatorJobStatus

This API shows the last and next execution time, as wel as the amount of replicated records. Also the result of the job is included

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

/v1.0/CRM/export/JobStatus

‍

‍

Output

{
  "items": [
    {
      "id": ,
      "replicatorConfigId": ,
      "isDeleted": false,
      "lastModified": "",
      "tenantId": ,
      "executedAt": "",
      "nextExecutionAt": "",
      "replicatedRecordsCount": ,
      "jobState":
    }
  ],
  "batchToken": ""
}

TouchPoints

This API shows the created and deleted TouchPoints.

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

/v1.0/TouchPoints/export

‍

‍

Output

{
   "items":[
      {
         "id": ,
         "isDeleted": ,
         "lastModified":"",
         "tenantId": ,
         "type": ,
         "name":""
      }
   ],
   "batchToken":""
}

Chatbots Languages

This API shows the available Chatbots and their configured language.

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

‍

Output

{
   "items":[
      {
         "id": ,
         "isDeleted": ,
         "lastModified":"",
         "tenantId": ,
         "name":"",
         "language":""
      }
   ],
   "batchToken":""
}

Chatbot Knowledgebases

This API shows the created and deleted (Chatbot) knowledgebases.

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

/v1.0/faq/export/knowledgeBase

‍

‍

Output

{
  "items": [
    {
      "id": 12,
      "isDeleted": true,
      "lastModified": "2020-05-31T11:55:27.0983688+00:00",
      "tenantId": 4,
      "name": "Schiphol KB"
    }
  ],
  "batchToken": ""
}

Tenant Information

This API shows the company information from the tenant, including the configured contactpersons.

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

/v1.0/UserManagement/export/CustomerTenant

‍

‍

Output

{
    "items": [
        {
            "id": 4,
            "isDeleted": false,
            "lastModified": "",
            "tenantId": ,
            "created": "",
            "company": "",
            "address": "",
            "country": "",
            "assignedPartner": "",
            "contacts": [
                {
                    "id": 1,
                    "isDeleted": false,
                    "lastModified": "",
                    "tenantId": ,
                    "type": "Commercial",
                    "name": "",
                    "email": "",
                    "phoneNumber": ""
                },
                {
                    "id": 2,
                    "isDeleted": false,
                    "lastModified": "",
                    "tenantId": ,
                    "type": "",
                    "name": "",
                    "email": "",
                    "phoneNumber": ""
                },
                {
                    "id": 3,
                    "isDeleted": false,
                    "lastModified": "",
                    "tenantId": ,
                    "type": "Administrative",
                    "name": "",
                    "email": "l",
                    "phoneNumber": ""
                }
            ]
        }
    ],
    "batchToken": ""
}

‍

Subscription

This API shows the start- and enddate of the subscription, including the amount of included and used conversations.

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

/v1.0/subscriptions/export

‍

‍

Output

{
    "items": [
        {
            "id": ,
            "isDeleted": false,
            "lastModified": "",
            "tenantId": ,
            "startDate": "",
            "endDate": "",
            "isActive": true,
            "remainingConversations": ,
            "subscriptionType": {
                "name": "Business",
                "description": "Business",
                "conversations": 
                }
        },
            ],
    "batchToken": ""
}

Conversation Packs

This API shows the available conversations packs, including the remaining amount of conversations.

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

/v1.0/conversationPacks/export

‍

‍

Output

{
    "items": [
        {
            "id": ,
            "isDeleted": false,
            "lastModified": "",
            "tenantId": ,
            "remainingConversations": ,
            "conversationPackType": {
                "name": "",
                "description": "",
                "conversations": 
            }
        }
    ],
    "batchToken": ""
}

Conversations

This API shows all conversations from the tenant.

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

/v1.0/Orchestrator/export/Conversations

‍

‍

Output

{
   "items":[
      {
         "id":"",
         "state": ,
         "stateName":"",
         "currentActionId":"",
         "isDeleted":false,
         "lastModified":"",
         "tenantId": ,
         "created":"",
         "ended":"",
         "touchPointsIds":[
           
         ]
      }
   ],
   "batchToken":""
}

Messages

This API shows the amount of messages for a TouchPoint per conversation. Please mind that a conversation can have multiple TouchPoints, so to count the total amount of messages for a conversation, include all TouchPoints.

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

Teams

/v1.0/teams/messagelogs/export

‍

WhatsApp for Business

/v1.0/whatsapp/messagelogs/export

‍

Webchat

/v1.0/webchat/messagelogs/export

‍

SMS

/v1.0/sms/messagelogs/export

‍

Facebook

/v1.0/facebook/messagelogs/export

‍

‍

Output

‍

{
   "items":[
      {
         "isDeleted":false,
         "lastModified":"",
         "tenantId": ,
         "orchestratorConversationId":"",
         "messagesCount":
      }
   ],
   "batchToken":""
}

Toastar Users

This API shows the enabled users for Toastar (CRM Calling).

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

/v1.0/ToastarForTeams/export/users

‍

‍

Output

{
  "items": [
    {
      "id": ,
      "name": "",
      "isEnabled": ,
      "isDeleted": ,
      "lastModified": "",
      "tenantId":
    }
  ],
  "batchToken": ""
}

Toastar Conversations

This API shows the conversations for which the Toastar was triggered.

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

‍

v1.0/ToastarForTeams/export/conversations

‍

‍

Output

{
  "items": [
    {
      "id": "",
      "registeredUtc": "",
      "userAadObjectId": "",
      "contactUri": "",
      "teamsActivityId": "",
      "tenantId": ,
      "isDeleted": false,
      "lastModified": ""
    }
  ],
  "batchToken": ""
}

When a new conversation arrives, you can configure a Powerhook to your application (for example a Microsoft Logic app) ,which includes information about the conversation. After you (for example) retrieved information from your CRM system, you can post an adaptive card into the conversation in Teams. How to create an adaptive card, click here. Send your adaptive card to this url:

To extract data from this section you have to create API Key with ‘Teams‘ scope.

/v1.0/teams/postcard/{conversationId}/{endpointConfigId}

‍

Adaptive Card with Postback

An adaptive card can include action buttons, which can postback information to your application. Underneath you’ll find an example of an adaptive card with a button:

{
  "$schema": "http://adaptivecards.io/schemas/adaptive-card.json",
  "body": [
    {
      "items": [
        {
          "actions": [
            {
              "data": {
                "CallerGUID": "",
                "action": "PostBack",
                "line": 1,
                "rioAuthKeyPostback": "",
                "rioAuthKeyTranscripts": "",
                "url": "https://prod-29.westeurope.logic.azure.com:443/workflows/"
              },
              "iconUrl": "",
              "title": "Button1",
              "type": "Action.Submit"
            }
          ],
          "type": "ActionSet"
        }
      ],
      "type": "Container"
    }
  ],
  "type": "AdaptiveCard",
  "version": "1.2"
}

‍

After clicking the button, the output underneath will be send to you application:

{
  "headers": {
    "Connection": "",
    "Expect": "",
    "Host": "",
    "ConversationId": "",
    "ConfigId": "",
    "rio_tenantid": "",
    "EndpointConversationId": "",
    "Request-Context": "",
    "traceparent": "",
    "Content-Length": "",
    "Content-Type": "application/json; charset=utf-8"
  },
  "body": {
    "activity": {
      "type": "message",
      "id": "",
      "timestamp": "",
      "localTimestamp": "",
      "serviceUrl": "https://smba.trafficmanager.net/emea/",
      "channelId": "msteams",
      "from": {
        "id": "",
        "name": "",
        "aadObjectId": ""
      },
      "conversation": {
        "isGroup": true,
        "conversationType": "channel",
        "tenantId": "",
        "id": ""
      },
      "recipient": {
        "id": "",
        "name": ""
      },
      "locale": "",
      "attachments": [],
      "entities": [
        {
          "type": "",
          "locale": "",
          "country": "",
          "platform": "",
          "timezone": ""
        }
      ],
      "channelData": {
        "channel": {
          "id": "2"
        },
        "team": {
          "id": "2"
        },
        "tenant": {
          "id": ""
        },
        "source": {
          "name": "message"
        },
        "legacy": {
          "replyToId": ""
        }
      },
      "replyToId": "",
      "value": {
        "action": "PostBack",
        "line": 1,
        "rioAuthKeyPostback": "",
        "rioAuthKeyTranscripts": "",
        "url": "https://prod-78.westeurope.logic.azure.com:443/workflows/"
      }
    }
  }
}

‍

The ROGER365.io platform provides a database to register active opt-in registrations. Via this API registrations can be inserted or deleted.

To extract data from this section you have to create API Key with ‘WhatsappConsent‘ scope.

‍

Uploading consent

POST /v1.0/whatsapp/Consent HTTP/1.1
Host: api.roger365.io
Auth-Key: <authorization key>
Content-Type: application/jso

‍

{
  "UserWhatsAppId": "<Phone number in e164 format>",
  "OptinReceived": "<Date time>"
}

‍

Deleting a single consent

DELETE /v1.0/whatsapp/Consent HTTP/1.1
Host: api.roger365.io
Auth-Key: <authorization key>
Content-Type: application/json

‍

{
  "UserWhatsAppId": "<Phone number in e164 format>"
}

‍

Delete all consent registrations

DELETE /api/whatsapp/Consent/all HTTP/1.1
Host: api.roger365.io
Auth-Key: <authorization key>

To create your own TouchPoint integration, you can use the API TouchPoint feature. With this API you can connect your own conversational system with the ROGER365.io platform.

First add an API TouchPoint via the portal. How to do this can be found here.

API URL POST

https://api.roger365.io/api/apiendpoint/listener

‍

JSON body for POST to API touchpoint listener

{
  "From": "",
  "To": "",
  "ConversationId": "",
  "Content": {
    "Text": ""
  },
  "EndpointKey": ""
}

‍

• From: The id of the remote participant. This may not contain the scheme (scheme is configured in the portal)
• To: The Identifier of the API TouchPoint taken from ROGER365 admin portal.
• ConversationId: Optional, a value that will be used to identify a conversation. If the conversation is closed in the platform
  a new conversation will be created. If this value is omitted, the value from the From field will be used.
• Content: An object with the content of the message with property text, which contains the actual message.
• EndpointKey: The key for this touchpoin

‍

Webhook content

{
  "TimeStampUtc": "",
  "EndpointKey": "",
  "From": "",
  "ConversationId": "",
  "To": "",
  "Content": {
    "Text": ""
  }
}

‍

• TimeStampUtc: The time this message was scheduled to be send
• EndpointKey: The key for this touchpoint
• From: The name of the endpoint configuration
• ConversationId: The value for this conversation. In case of an OUT-message, this will contain an unique value.
• To: The id of the remote participant.
• Content: An object with the content of the message with property text, which contains the actual message.

‍

You can use the Campaign API to send WhatsApp or SMS messages via your own application. When a message is send to a user, we log the message in a campaign database. If a user responds then to a message we'll show the last 'campaigns' in which the user was included. Every send message will consume 1/20 of a conversation from your subscription.

To extract data from this section you have to create API Key with 'Campaign' scope.

‍

WhatsApp

You can only send WhatsApp templates to a user. So in the POST message you must also include the TemplateNameSpace, TemplateName and template variables in the body.  Also keep in mind that you need consent from the receiver that allows you to send them messages. This is your own responsibility and you can read all about it here. We have a WhatsApp Consent API available for you to register the received consent.

‍

POST URL

/v1.0/Campaign/SendMessage

‍

Body

{
  "Name": "",
  "Description": "",
  "Targets": [
    "",
    ""
  ],
  "ConfigId": null,
  "Whatsapp": {
    "DisplayName": "",
    "TemplateName": "",
    "TemplateNamespace": "",
    "Language": "",
    "IgnoreConsent": false,
    "Parameters": [
      "",
      {
        "type": "text",
        "text": ""
      },
      {
        "type": "date_time",
        "date_time": {
          "value": ""
        }
      },
      {
        "type": "currency",
        "currency": {
          "currencytype": "",
          "amount": null
        }
      }
    ],
    "HeaderParameters": [
      {
        "type": "text",
        "text": ""
      },
      {
        "type": "document",
        "url": "",
        "name": ""
      },
      {
        "type": "image",
        "url": ""
      },
      {
        "type": "video",
        "url": ""
      }
    ],
    "ButtonsParameters": [
      {
        "type": "text",
        "text": "",
        "index": 0
      }
    ]
  }
}

‍

Return

After posting you'll receive a return value with the results:

{
  "Returns": {
    "succeeded": [
      ""
    ],
    "failed": {
      "": "NoConsent"
    }
  }
}

‍

• Name: Here you can fill in the name of the campaign
• Description: Extra description field
• Targets: Destination numbers
• Configid: Id of the sending TouchPoint
• TemplateNamespace/Name: Name of the template which should be used
• Language: Language version of the template
• IgnoreConsent: If this value is set to True, then you will ignore the WhatsApp consent registration
• Parameters: The content of the parameter values used in the template

When sending failed with the reason 'NoConsent' then this means that there is no active consent registration found in the consent database.

‍

SMS

Body

{
  "Name": "",
  "Description": "",
  "Targets": ["", ""],
  "ConfigId": ,
  "Sms": {
    "Text": ""
  }
}

‍

• Name: Here you can fill in the name of the campaign
• Description: Extra description field
• Targets: Destination numbers
• Configid: Id of the sending TouchPoint
• Text: Content of your sms message

With this API you can retrieve the transcript of a conversation. Make sure that the 'Save Transcripts' option is enabled on both TouchPoints in the ROGER365.io admin portal.

To extract data from this section you have to create API Key with 'Transcript' scope.

Transcript (JSON output)

/v1.0/transcriptsExport/Conversation/export

‍

‍

Output

[
  {
    "timeUTC": "",
    "direction": "",
    "text": ""
  },
  {
    "timeUTC": "",
    "direction": "",
    "text": ""
  }
]

‍

Transcript (String output)

/v1.0/transcriptsExport/Conversation/exportasstring

‍

‍

Output

2020/12/10 16:49:09 > Hi
2020/12/10 16:49:50 < Hello

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

FeedbackExport

This API allows to retrieve given by the callers feedback score.

/v1.0/contactcenter/export/FeedbackExport

‍

‍

Example

{
    "items": [
        {
            "tenantId": ,
            "id": 19,
            "description": "How helpful was our team?",
            "feedbackScore": 5,
            "createdAt": "2025-09-03T08:38:33.6148323+00:00",
            "participantId": "+123456789",
            "callId": 27852,
            "isDeleted": false,
            "lastModified": "2025-09-03T08:38:33.6313929+00:00"
        },
        {
            "tenantId": ,
            "id": 20,
            "description": "How well did we meet your needs and expectations?",
            "feedbackScore": 4,
            "createdAt": "2025-09-03T08:38:37.0299366+00:00",
            "participantId": "+123456789",
            "callId": 27852,
            "isDeleted": false,
            "lastModified": "2025-09-03T08:38:37.0303284+00:00"
        }
   ]
}

‍

Model

To create, delete or check status of an Outbound Call Campaign (Virtual Call) you must create an API key with ‘ContactCenter‘ scope.

This API allows to create Virtual Call record in agent app, useful option for calling back customer when there wasn’t anybody to serve a call at the time. Picking up this call as an agent initiates Teams invite which must be accepted, afterwards invite is sent to a target destination.

Start Outbound Call Campaign

POST /v1.0/ContactCenter/VirtualCall/Start HTTP/1.1
Host: api.roger365.io
Auth-Key: <authorization key>
Content-Type: application/json

‍

JSON Body:

{
  "CallFlowId": <<callflow id from admin portal>>,
  "Target": "tel:+31612345678",
  "ResourceAccountId": "<<GUID of resource account>>"
}

Output:

{id}

‍

Provided in body callflow must not have Accept action!

‍

This API allows to check the status of Virtual Call.

Check status of Outbound Call Campaign

GET /v1.0/ContactCenter/VirtualCall/{id} HTTP/1.1
Host: api.roger365.io
Auth-Key: <authorization key>
Content-Type: application/json

‍

Output:

{
    "callState": 3,
    "isVirtual": true,
    "queuePosition": {
        "position": 0,
        "queuedTime": "2024-10-08T08:56:06.3837662"
    },
    "info": [
        {
            "id": 63,
            "virtualDateTime": "2024-10-08T08:56:06.4771386",
            "callId": 23167,
            "requestId": 16751,
            "originalCallId": "d1c49337-fce2-45d4-94e3-46ec255f7b03",
            "callOutDateTime": null,
            "connectedDateTime": null,
            "isDeleted": false,
            "lastModified": "2024-10-08T08:56:06.477412+00:00"
        }
    ]
}

This API allows to Delete Virtual Call from agent app (only if its not active with an agent).

Delete Outbound Call Campaign

DELETE /v1.0/ContactCenter/VirtualCall/{id} HTTP/1.1
Host: api.roger365.io
Auth-Key: <authorization key>
Content-Type: application/json

‍

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

From the callflow you can send multiple webhooks to trigger your application.

Custom Property & Custom Header

Both are expression fields, meaning you can use them to send data from the callflow designer or static content. E.g. when a string value is configured (“static” – including the quotes) this value is just taken into the header or property, however if you enter a statement (1+1, or varA) the result of that statement is used (thus the result would be 2, or the value of variable with the name varA)

Custom Header is send as a header, with name R365-Custom. Custom property is send as a property in the body of the webhook.

Example

{
   "CurrentDateTime":"datetime",
   "StartedDateTime":"datetime",
   "EndedDateTime":"datetime",
   "Caller":"string",
   "Called":"string",
   "CallId":"string",
   "State":"int",
   "CustomProperty":null,
   "Requests":[
      {
         "QueueName":"string",
         "QueuedDateTime":"datetime",
         "DequeuedDateTime":"datetime",
         "AnsweringAgentId":"string"
      }
   ]
}

‍

Model

‍

‍

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

Agent Eventlog

Entry for every change to an agent state. These can be used to determine agent statistics (e.g. the time the agent was available for calls in a specific queue).

/v1.0/contactcenter/export/AgentEventLogEntryExport

‍

‍

Example

[
   {
     "tenantId": 0,
     "id": 0,
     "agentId": 0,
     "eventDateTime": "datetime",
     "eventType": "string",
     "par1": "string",
     "par2": "string",
     "isDeleted": false,
     "lastModified": "datetime"
   }
]

‍

Model

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

Agent workEntry

An entry for each work item related to a answered queue offer.

/v1.0/contactcenter/export/AgentWorkEntryExport

‍

‍

Example

[
   {
      "tenantId":0,
      "agentId":0,
      "startWorkDateTime":"datetime",
      "callId":"string",
      "scheduledEndDateTime":"datetime",
      "endedWorkDateTime":"datetime",
      "isDeleted":false,
      "lastModified":"datetime"
   }
]

‍

Model

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

Call Stream Change

Call stream changes are monitored to determine how long a call was put on hold. Each change received from the Teams platform is saved.

/v1.0/contactcenter/export/CallStreamChangeExport

‍

‍

Example

[
  {
    "tenantId": 0,
    "callId": null,
    "callStateId": 98765,
    "eventDateTime": "2026-07-27T13:18:14.5935371",
    "participantId": "d2888888-7496-69f7-5e47-12345cbef1d9",
    "streamDirection": "SendReceive",
    "isDeleted": false,
    "lastModified": "2026-07-27T13:18:14.6315958+00:00"
  }
]

‍

Model

‍

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

Execution Results

One entry for each processing of an action in a call. There might be a large amount of entries in this table, as 1 call might contain tens of records.

/v1.0/contactcenter/export/ExecutionResultExport

‍

‍

Example

[
   {
     "tenantId": 0,
     "id": 0,
     "callId": "string",
     "callFlowId": 0,
     "configId": 0,
     "executedAt": "datetime",
     "success": true,
     "completed": true,
     "logInfo": null,
     "messageType": "string",
     "isDeleted": false,
     "lastModified": "datetime",
     "notificationDateTime": "datetime",
     "actionName": "string"
   }
]

‍

Model

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

Request

One record for each time a queue request is done. At this time, only CC makes use of the queueing module of R365, so it translates to 1 record for each time a call is put into a queue (effectively; when the call enters the ‘queue-action’. However, a call might be dequeued and put in another queue in which case there will be 2 request entries for the same call)

More modules might start making use of the queueing module in the future.

‍

/v1.0/contactcenter/export/RequestExport

‍

‍

Example

[
  {
    "tenantId": 0,
    "id": 0,
    "queueName": "string",
    "dateTimeRequested": "datetime",
    "dateTimeQueueIndex": "datetime",
    "dateTimeFinished": "datetime",
    "isReserved": false,
    "referenceid": "string",
    "answeredByAgentId": "string",
    "lastAttemptAgentOrderIndex": null,
    "isDeleted": false,
    "lastModified": "string",
    "agentsAttempted": "string",
    "prio": 0,
    "preferredAgentId": null,
    "preferredAgentAttempted": false,
    "languageAwareRouting": false
  }
]

‍

Model

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

Queues

Export of configured queues.

/v1.0/contactcenter/export/QueueExport

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Example

[
   {
     "tenantId": 0,
     "isDeleted": false,
     "lastModified": "datetime",
     "id": 0,
     "queueName": "string",
     "routingType": 0,
     "statisticsResetAt": "datetime",
     "useAutomaticWorkTime": false,
     "automaticWorkTimeSeconds": 0,
     "powerFrameUrl": null
   }
]

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Model

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

Calls

Represents a call involving ROGER365 Contact Center. There might be more records in case the call was transferred to another R365 CC resource.

/v1.0/contactcenter/export/CallDataExport

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Example

{
   "items":[
        {
            "tenantId": ,
            "isDeleted": ,
            "lastModified": "",
            "direction": "",
            "id": ,
            "callId": "",
            "callState": ,
            "started": "",
            "lastUpdate": "",
            "ended": "",
            "caller": "",
            "called": "",
            "calledObjectId": ,
            "redirected": ,
            "lastRedirectName": ,
            "lastRedirectTarget": ,
            "callFlowId": ,
            "language": ,
            "endActionExecuted": ,
            "outboundCallState": "",
            "outboundCallType": "",
            "invitedAt": ,
            "connected": "",
            "initiatedFrom": "",
            "tag": "Tag or phone number"
        }
   ]
}

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Model

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

Agent Export

Retrieve current status of an Agent, including name and some settings

/v1.0/contactcenter/export/AgentExport

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Example

[
  {
    "tenantId": 0,
    "id": 0,
    "azureId": "guid",
    "status": "0",
    "statusInfo": "string",
    "lastStateChange": "datetime",
    "displayName": "string",
    "email": "string",
    "ignoreInviteTimeouts": false,
    "ignoreInviteDeclines": false,
    "presenceEnabled": false,
    "isDeleted": false,
    "lastModified": "datetime"
  }
]

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Model

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

CallParticipants

Export of the call participants of a contact center call.

/v1.0/ContactCenter/export/CallParticipantExport

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Example

{
   "items":[
      {
         "tenantId": ,
         "id": ,
         "azureId": "",
         "type": ,
         "callStateId": ,
         "invited": null,
         "joined": "",
         "left": ,
         "participantId": "",
         "invitedBy": ,
         "isDeleted": false,
         "lastModified": ""
      }
   ]
}

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Model

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Swagger UI is a crucial asset for corporate documentation, streamlining API development and promoting collaboration. This open-source tool offers a user-friendly web interface, facilitating easy exploration and comprehension of API functionalities. Its visually intuitive layout simplifies endpoint navigation, request parameter handling, and understanding of response formats. With these features, Swagger UI plays a pivotal role in enhancing documentation efficiency and supporting collaboration among development teams and corporate stakeholders.

To authorize yourself into Swagger tool for API you have to have API key with Conversations scope.

URL to access Contact Center Swagger UI: https://api.roger365.io/Public/Api/ContactCenter/Swagger/index.html

Authorize yourself to API tool by clicking on “Authorize” button and pasting the API Key from ROGER’s admin portal which contains Conversations scope.

With Contact Center component you can for example: create your own Wallboard out with most important information from the GeneralStatistics and QueuedRequests sections. Perfect solution for your TV’s, or external displays. You can update the status of an agents, assign skills and more.

To extract data from this section you have to create API Key with ‘ToastarForTeams‘ scope.

The Toastar for Teams feature can send a webhook to an external application with information about the caller. Here you can find more information about that.

After receiving the JSON via the Webhook you could, for example, retrieve extra CRM info. This new info can be posted back to the already displayed info in Microsoft Teams. You have to send this info in an adaptive card format. More information how to create an adaptive card, click here.

To make sure the info is posted back to the right user, you must include the “conversationId” in your postback url.

https://api.roger365.io/v1.0/tft/postcard/<convid>

JSON schema for configuring callback request. Request POST have to be sent to configured webhook at callback request settings

{
    "CurrentDateTime": "2024-07-04T09:45:25.9519312Z",
    "StartedDateTime": "2024-07-04T09:45:25.906Z",
    "CallId": "",
    "RequestSender": "Sender's name",
    "RequestSenderAzureId": "Sender's account GUID from AzureID",
    "Request": {
        "Recipients": [
            {
                "Id": "Recipient's account GUID from AzureID or email",
                "Name": "Recipient's name or email",
                "Email": "email@box.com"
            }
        ],
        "Contact": {
            "Name": "Garry Crown",
            "Company": "Company",
            "PhoneNumber": "+00123456789"
        },
        "Note": "Please call back this customer, thanks in advance!"
    }
}

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After doing POST request with JSON above, the default “Email” option of callback request will be lost and changed to Webhook. The CallId property is filled only when the callback request form is triggered at the Contact Center application during the active call or Wrap-up, it mustn’t be defined manually!

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Conversation API

To extract data from this section you have to create API Key with ‘Conversations‘ scope.

When you add a Powerhook in your flow, information about the conversation will be sent to your enpoint. Information which is included in that JSON can be used to query other API’s. For example to retrieve the found contacts in CRM, or get the transcript of the conversation

Output

{
   "ConversationId":"",
   "ConversationCreated":"",
   "RootFlowName":"",
   "CurrentActionId":"",
   "CurrentActionExecutedAt":"",
   "SourceEndpointConfigId":,
   "SendingEndpointConfigId":,
   "EndpointTypes":[
   ]
}

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Conversations - Teams

/v1.0/teams/conversations/{convid}

output

{
    "endpointConversations": [
        {
            "participants": [],
            "endpointConversationId": "",
            "endpointConversationState": 
        }
    ]
}

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Conversations - Webchat

/v1.0/webchat/conversations/{convid}

output

{
    "endpointConversations": [
        {
            "webSessionId": "",
            "trackerId": "",
            "endpointConversationId": "",
            "endpointConversationState": ,
            "participantId": ""
        }
    ]
}

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Conversations - WhatsApp

/v1.0/whatsapp/conversations/{convid}

output

{
    "endpointConversations": [
        {
            "endpointConversationId": "",
            "endpointConversationState": ,
            "participantId": ""
        }
    ]
}

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Conversations - SMS

/v1.0/sms/conversations/{convid}

output

{
    "EndpointConversations": [
        {
            "EndpointConversationId": "",
            "EndpointConversationState": ,
            "ParticipantId": ""
        }
    ]
}

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Conversations - Facebook

/v1.0/facebook/conversations/{convid}

output

{
    "endpointConversations": [
        {
            "touchpointName": "",
            "conversationId": "",
            "endpointConversationId": "",
            "endpointConversationState": 1,
            "participantId": "",
            "touchpointId": ,
            "custom": {
                "displayname": null
            }
        }
    ]
}

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Conversations - API

/v1.0/apiendpoint/conversations/{convid}

output

{
    "endpointConversations": [
        {
            "touchpointName": "",
            "conversationId": "",
            "endpointConversationId": "",
            "endpointConversationState": 1,
            "participantId": "",
            "touchpointId": ,
            "custom": {
                "displayname": null
            }
        }
    ]
}

Classification export

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

This API allows to check configuration of created Classification.

GET /v1.0/contactcenter/export/CallClassificationExport HTTP/1.1
Host: api.roger365.io
Parameters: startFromDate
Auth-Key: <authorization key>
Content-Type: application/json

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Example

{
    "items": [
        {
            "id": 1,
            "name": "Support",
            "description": "Support agents",
            "parentId": null,
            "isDeleted": false,
            "lastModified": "2025-05-16T08:28:11.0374123+00:00",
            "labels": [
                {
                    "language": "de_DE",
                    "classificationId": 1,
                    "languageCode": 69,
                    "label": "Unterstützung",
                    "isDeleted": false,
                    "lastModified": "2025-05-16T08:28:11.0374205+00:00"
                },
                {
                    "language": "nl_NL",
                    "classificationId": 1,
                    "languageCode": 44,
                    "label": "Ondersteuning",
                    "isDeleted": false,
                    "lastModified": "2025-05-16T08:28:11.0374894+00:00"
                }
            ],
            "tenantId": 
        },
        {
            "id": 2,
            "name": "Printer",
            "description": "Printer",
            "parentId": 1,
            "isDeleted": false,
            "lastModified": "2025-05-16T08:28:41.614278+00:00",
            "labels": [
                {
                    "language": "de_DE",
                    "classificationId": 2,
                    "languageCode": 69,
                    "label": "Drucker",
                    "isDeleted": false,
                    "lastModified": "2025-05-16T08:28:41.6142816+00:00"
                },
                {
                    "language": "nl_NL",
                    "classificationId": 2,
                    "languageCode": 44,
                    "label": "Drukker",
                    "isDeleted": false,
                    "lastModified": "2025-05-16T08:28:41.614281+00:00"
                }
            ],
            "tenantId": 
        }
    ],

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Model

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Classification Mapping

This API allows to check assigned during the interaction Classification.

GET /v1.0/contactcenter/export/CallClassificationMappingExport HTTP/1.1
Host: api.roger365.io
Parameters: startFromDate
Auth-Key: <authorization key>
Content-Type: application/json

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Example

{
    "items": [
        {
            "tenantId": ,
            "classificationId": 7,
            "callId": 24125,
            "conversationType": 0,
            "createdDate": "2024-12-17T08:52:51.4031862+00:00",
            "createdBy": 93,
            "updatedBy": null,
            "updatedDate": null,
            "isDeleted": false,
            "remarks": null,
            "lastModified": "2024-12-17T08:52:51.4336247+00:00"
        }
    ]
}

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Model

Here you’ll find the basic prerequisits to get started using the ROGER365.io platform. Some features have additional requirements, but they are described at the feature- or the configuration  pages.

By design, ROGER365.io is optimized for the Teams desktop environment on physical devices guaranteeing the enterprise-grade reliability, performance, and consistency your organization depends on, right where front-line staff handle critical communications every day.

The Administrator Portal requires Google Chrome and/or Microsoft Edge, to ensure a reliable and consistent user experience.
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For optimal performance, the Contact Center application should be accessed via the Teams desktop client. Alternatively, it can be used through Teams on the web, provided one of the supported browsers listed above is used.

The ROGER365.io Contact Center solution is optimized for a screen resolution of 1920×1080 at 100% scale.

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Cloud Platform

The ROGER365.io is a full cloud platform: you don't have to boot any server or stay up late to install software updates. All you need is a browser and Microsoft Teams. It's also not necessary to install or support applications on your workstation or mobile devices. Updates happen automatically in the background, so you always work with the latest version without lifting a finger. Your team can log in from anywhere, on any device, and the experience stays exactly the same. Security and backups are handled for you too, so you can spend your time on actual work instead of IT maintenance.

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Microsoft Teams

For many users Microsoft Teams is used daily to collaborate, share information of have meetings. ROGER365.io uses the Teams platform as the frontend application to channel all kind of TouchPoints so that users are able to communicate via one single application. To use the functionalities of the ROGER365.io platform your organisation must have a (licensed) Microsoft Teams environment and users must be enabled to use Microsoft Teams Phone Sytem. Teams is part of the Microsoft 365 (formally known as Office365) suite. Click here to see the license options.

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Azure Active Directory

ROGER365.io uses the Azure Active Directory for user management. When you enroll into our platform we’ll ask you to provide us limited access to your Active Directory. You’ll need administrative access to do this. Contact your IT Administrator if you need help with this.  The advantage of using Azure AD is that you can access our platform via Single Sign On using your existing Microsoft credentials. If you don’t have an Azure AD, or you don’t want to connect your own environment to our platform: you can create a free Azure account.

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Subscription types

ROGER365.io offers various types of subscriptions which include both our Social Messaging and Contact Center functionality. Depending on the features you can choose which subscription fits best to your needs. The minimum subscription period is 12 months.

Check our latest subscriptions here: https://www.roger365.io/Subscription

Social Messaging
For this functionality we offer a consumption model based on the amount of conversations which are handled. Each subscription already included an amount of conversations. You can purchase additional conversations packs. A conversation is counted from the start until the end and can contain multiple messages. A conversation is ended when the Teams agent closes the call, or automatically after a specific time period.

Contact Center
Next to the subscription you choose, you pay per configured queue. A queue can have a maximum of 50 agents. For every queue you can configure 3 resource accounts.

Every subscription supports an amount of maximum concurrent calls. If needed this can optionally be expanded.

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Features within subscription

Discover which ROGER365.io subscription fits your flow and explore all available features.

View all pricing and features here‍

Conversation Packs

When there are not enough included conversations or toasts customer can purchase conversation packs like Small, large and Extra Large (these conversations are valid as long as subscription runs).

Billing

ROGER365.io subscription price is per month.

Minimal contract period is 1 year and the total will be invoiced at once.

For other invoice options like monthly or per quarter please contact us.

A call flow defines how the caller is routed trough the system and what audio prompts will be used. The callflow operated between the configured Resource Account and Queue.

ROGER365.io provides 3 options to create a callflow:

• Form Based Callflow: This is an quick and easy way to create a callflow. By just filling in the form and enabling options you can do this in minutes.
• From Library: A quick and user-friendly way to configure your call flow using predefined templates after entering the required details.
• Graphical Flow Designer: When you need a more advanced callflow, you can use the graphical callflow designer. You’ll need some more skills and experience to configure these callflows, but it does give you much more options and flexibility

You can review the “SubFlows” column to see which callflow is used as a super flow of specific subflows. Click on the blue circle from “SubFlows” column to open a box with redirection option to the specific flow.

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