WWW nodes in agent scripts to allow server-side requests
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Matt Chalupsky commented
This is a critical issue, as it forces the sales team to move projects to CC if a customer needs an API integration to their CRM for outbound calls, even if EV is the better platform for their overall use case. This can also kill deals completely if the customer needs this basic functionality but doesn't want CC.Receiving servers currently see API calls coming from agent scripts as originating from a website. This has to potential to cause issues due to security settings on the receiving end. Currently this is causing a large problem for customers asking for an API integration with their CRM for outbound calls. The CORS restrictions on the CRM doesn’t allow the requests to get through, even after you’ve whitelisted a domain (in the case of SF). This blocks integrations for outbound calls to many CRMs, including Salesforce, Hubspot, and Zendesk (if the customer wants to use OAuth).Bill Fisk and I have suggested adding a drop down menu or a checkbox to the WWW node in agent scripting that switches between client side requests (that should be default so it doesn't break any current builds) and server side requests. The server side requests would simply run through a proxy, which will resolve the issue.Fixing this would increase EV sales, and give us more room to clean up our CC backlog. This has been a known issue since the platform was Connect First. We first identified and reported it for Engage Voice in late 2019 with our first SF integration, and it's been in Aha on the SE ideas board since February of 2021 where it has been marked as "future consideration." Everybody involved in selling and deploying EV, as well as customers that have been affected by this, would agree that this is a top priority fix.