Integration with Bitrix24

To set up SpeechSense integration with Bitrix24:

  1. Get your cloud ready.
  2. Set up export from Bitrix24 to SpeechSense.
  3. Check the result.

Get your cloud ready

  1. Navigate to the management console and log in to Yandex Cloud, or sign up if you have not already. For information, see Getting started with Yandex Cloud.

  2. Accept the user agreement.

  3. In Yandex Cloud Billing, make sure you have a billing account linked and its status is ACTIVE. If you do not have a billing account yet, create one. If your billing account has the TRIAL_ACTIVE status, activate its paid version.

  4. Assign the speech-sense.spaces.creator role to your Yandex Cloud account.

    Note

    If you cannot manage roles, contact your cloud or organization administrator.

The cost of the infrastructure for integration with external systems includes the SpeechSense fee: duration of each two-channel audio file (see SpeechSense pricing).

Create a service account

Create a service account with the speech-sense.data.editor role for amoCRM to access the SpeechSense project.

  1. In the management console, select the relevant folder.
  2. Navigate to Identity and Access Management.
  3. Click Create service account.
  4. Name the service account: speechsense.
  5. Click Add role and select speech-sense.data.editor.
  6. Click Create.

Create an API key for the service account

  1. In the management console, select the folder the service account was created in.

  2. Navigate to Identity and Access Management.

  3. In the left-hand panel, select Service accounts.

  4. Select the speechsense service account.

  5. In the top panel, click Create new key and select Create API key.

  6. In the window that opens, select the yc.speech-sense.use scope in the Scope field.

  7. Click Create.

  8. Save the ID and secret key for later.

    Alert

    After you close this dialog, the key value will no longer be available.

Create a space and link a billing account

  1. Open the SpeechSense home page.

  2. Click Create space.

  3. Enter a name for the space.

  4. Click Create.

  5. Link a billing account to the space to pay for SpeechSense.

    Note

    The user must have the billing.accounts.editor, billing.accounts.admin, or billing.accounts.owner role assigned to the billing account to manage it.

Add the service account to the space

  1. Navigate to the new space in the SpeechSense interface.
  2. Click Add participant → Add from organization.
  3. Copy the ID of the speechsense service account you created earlier and paste it to the search bar.
  4. Select the speechsense service account and specify the Data editor role. This role will allow the service account to upload data to SpeechSense.
  5. Click Add.

Create a connection

  1. In the SpeechSense UI, go to the space of your choice.

  2. Open the Connections tab and select a template to create a connection or click Create connection.

    • Blank form: Connection that allows adding your own keys for metadata.
    • Bitrix24: Connection with a pre-installed set of keys for Bitrix24. Additionally, you can add your own keys.
    • AmoCRM: Connection with a pre-installed set of keys for amoCRM. Additionally, you can add your own keys.

  3. Enter the connection name.

  4. Select the Two-channel audio data type.

  5. Under Agent and Customer, specify:

    1. Channels with the agent's and customer's voices.
    2. Agent and customer keys from the metadata file. This file contains the call information collected from CRM systems, PBXs, or other sources.

    By default, connections include keys with the name and ID of the agent and the customer. In the Name in the system field, enter a name the key will have in SpeechSense.

    To specify additional metadata for the agent and the customer, click Add key.

  6. Under Shared metadata, provide the keys from the metadata file that are not related to the agent or the customer.

    By default, connections include keys with the date, direction, and language of the call. In addition, you can specify the keys you want to receive from the external system. In the Name in the system field, enter a name the key will have in SpeechSense.

    List of available fields

    This list is valid for the current application version.

    {
    "id",
    "portal_user_id",
    "portal_number",
    "phone_number",
    "call_id",
    "external_call_id",
    "call_category",
    "call_duration",
    "call_start_date",
    "call_record_url",
    "call_vote",
    "cost",
    "cost_currency",
    "call_failed_code",
    "call_failed_reason",
    "crm_entity_type",
    "crm_entity_id",
    "crm_activity_id",
    "rest_app_id",
    "rest_app_name",
    "transcript_id",
    "transcript_pending",
    "session_id",
    "redial_attempt",
    "comment",
    "record_duration",
    "record_file_id",
    "call_type"
}

    To provide additional metadata, click Add key.

  7. Click Create connection.

  8. Click ID in the top-left corner of the connection page to copy the connection ID. Save it as you will need it later.

Create a project

  1. In the SpeechSense UI, go to the space of your choice.
  2. Click Create project.
  3. Enter a name for your project.
  4. Under Connection, click Add connection and select the connection you created earlier.
  5. Click Create project.

Set up export from Bitrix24 to SpeechSense

Install the app in Bitrix24

  1. Navigate to Market in your Bitrix24 account.
  2. In the search bar, enter Yandex SpeechSense.
  3. Click Install.
  4. Check the I have read and agree to... boxes and click Install.
  5. Click Open app.

Set up export from Bitrix24

  1. Set up a connection:

    1. Language: Select the language for recognition.

    2. SpeechSense connection ID: Enter the ID of the connection you created previously.

    3. API key: Enter the secret part of the API key you created previously.

    4. Click Check connection.

      If the API key and connection ID are correct, you will see the following message:

      Successful request to SpeechSense

  2. Configure other settings:

    • Specify the period to export the calls for.

      Note

      The export will include the start and end dates.

      To export all the calls you have so far, do not specify dates.

    • User list: Specify a comma-separated list of Bitrix24 users whose calls you want to export (a list of your agents). To export calls for all users, leave the list empty.

    • Call direction: Select one or more options:

      • All: Exports calls of all types.
      • Outgoing: Export all outgoing calls.
      • Incoming: Export all incoming calls.
      • Incoming, forwarded to mobile: Export incoming calls that were
        redirected to the agent's mobile phone number.
      • Callback: Export calls requested by customers after filling out the CRM form.

    • Minimum conversation time: Specify the conversation duration in seconds. We recommend exporting calls that took 30 seconds or longer.

    • Last processed call ID: Non-editable field indicating which call was processed last.

      To reset the field value, click Reset.

  3. Click Save.

  4. Click Start export.

    Wait for the export to complete.

Check the result

  1. In the SpeechSense UI, go to the space of your choice.

  2. Select the project you created earlier.

    On the project panel, you will see the imported calls and transcripts. After that, you will be able to configure reports.

If you have any problems, contact Yandex Cloud.

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