Integrations and APIs

Glance may be integrated with your CRM, allowing agents to launch a sharing session with the click of a button in the contact or case record. Each sharing session can be automatically logged as an activity in the CRM, for example which agent executed a Glance session with which customer, start time, end time, total time, etc. Glance CRM Integration can also detect if customers are logged into their online account and will illuminate a Glance Cobrowse button on the customer record. The agent can instantly connect a Cobrowse session without the need for a session code or any additional steps.

User-facing integrations

You have several choices for integrating Glance seamlessly with your user-facing systems. You can:

• Configure Glance’s solutions to integrate with one of our Customer Relationship Management (CRM) partners:
  • Salesforce
  • Twilio Flex
• Configure our products to integrate directly and tightly with your organization’s IT systems. For this purpose you can use:
  • Service Target URLs (STUs), hyperlinks to give your users quick access to Glance.
  • Login Keys, a way to use an API key to authorize your users.
  • Glance NPM Package, a react-based plugin that allows developers to create agent-side integrations into Glance.

Single Sign-On

You can set up single sign-on to Glance for your users. Glance works as a SAML Service Provider (also known as a Federation Services Relying Party when integrating with Microsoft Windows Active Directory).

User Account Provisioning

To manage your Glance user accounts you can integrate Glance’s APIs into your back-end systems. You can provision (that is, create and delete Glance accounts for) your users. To do this, you can:

• Use our user provisioning API.
• Use the autoprovisioning capability (also known as just-in-time provisioning) of Glance’s SAML Service Provider implementation.

Data and Analytics

To measure and analyze your use of Glance, you can use our activity web service APIs.