Dovetail Check product; Technical Details; INTERNAL USE ONLY

Marketing

Dovetail Check, Track and Trace

Overview

1. Employee logs into the Dovetail Portal app
2. Employee navigates to the /check page in the app
3. That page contains some sort of survey/form/bot that asks health questions. This form/survey is from a 3rd party, such as a FlowXO bot, Wufoo form, etc.
4. Once the form/survey is submitted, the 3rd party app will make an API call to the Dovetail Case API, in order to create a case in Dovetail
5. Within Dovetail, events rules fire, and SLAs are applied, as needed.

Setup

1. Create a 3rd party form/bot
2. Craft that form/bot so that it calls into the Dovetail create-case API when needed.
3. Copy its embed code (iframe, javascript, etc.)
4. The check page in the app gets its content from the ESP Website - CheckPageContent application setting. Add your 3rd party code into that application setting.
5. Navigate to the /check page in the Portal app
6. Fill out the form, and submit.
7. A case may get created in Dovetail (depending on your answers and how the form/bot is configured)

CheckPageContent - Variables

When the Portal app reads this setting, it will also dynamically resolve variables. This allows for pushing employee-specific data (such as name or employee ID) into the 3rd party form/bot.
Note: these are case sensitive!

The following variables are supported:

%Employee_FirstName%
%Employee_LastName%
%Employee_EmployeeId%
%Employee_Title%
%Employee_JobTitle%
%Employee_PrimaryPhoneNumber%
%Employee_PrimaryEmailAddress%
%Employee_Home_PhoneNumber%
%Employee_Home_EmailAddress%
%Employee_LoginCredentials_Username%
%Employee_Avatar_Image_Url%
%Employee_PrimarySite_Identifier%
%Employee_PrimarySite_Name%
%Employee_PrimarySite_SiteType%
%Employee_PrimarySite_Website%
%Employee_PrimarySite_AlternateName%
%Employee_PrimarySite_Phone%
%Employee_PrimarySite_Fax%
%Employee_PrimarySite_Organization_Identifier%
%Employee_PrimarySite_Organization_Name%
%Employee_PrimarySite_Organization_OrganizationType%
%Employee_PrimarySite_Organization_Status%
%Employee_PrimarySite_Organization_Website%
%Employee_PrimarySite_SupportSite_Identifier%
%Employee_PrimarySite_SupportSite_Name%
%Employee_PrimarySite_SupportSite_SiteType%
%Employee_PrimarySite_SupportSite_Website%
%Employee_PrimarySite_SupportSite_AlternateName%
%Employee_PrimarySite_SupportSite_Phone%
%Employee_PrimarySite_SupportSite_Fax%
%Employee_PrimarySite_SupportSite_Organization_Identifier%
%Employee_PrimarySite_SupportSite_Organization_Name%
%Employee_PrimarySite_SupportSite_Organization_OrganizationType%
%Employee_PrimarySite_SupportSite_Organization_Status%
%Employee_PrimarySite_SupportSite_Organization_Website%

Example - FlowXO bot

https://flowxo.com/

CheckPageContent

<iframe 

   
    style
   ="border: none; margin:0px; display: block; width:100%;height:650px;" 

  
   xml=
   "lang" 
   

   
    src=
    "https://fxo.io/m/95nm7dv8?firstName=%Employee_FirstName%&employeeId=%Employee_EmployeeId%"  >
    

    
     iframe>
    

   
  

UI

Example - HTTP Request

This is an example of the HTTP request body from FlowXO into the Dovetail v5 case API

 {                                           

  
   "sensitive": 
   "True",
   

   
    "queue":
    "Benefits",
    

    
     "availableInPortal": 
     "false",
     

     
      "employeeId": 
      "",
      

      
       "origin": 
       "API",
       

       
        "portalCaseType": 
        "generalHR",
        

        
         "priority": 
         "high",
         

         
          "labels": [
          "silver",
          "Blue"],
          

          
           "caseType": 
           "Call Center:Administrative:Personal Info Update:Other",
           

           
            "notes": 
            "Mood?  \nSymptoms?  ",
            

            
             "ownerUserName": 
             "andrew",
             

             
              "Title": 
              "Health Screening results for  "
              
}
              

             
            
           
          
         
        
       
      
     
    
   
  

Notes

• Notice the use of . What we're doing is pushing the employeeId into flow XO (via a querystring parameter in the "src" of the iframe), and then pushing that data back to Dovetail in the create-case API call. This allows us to create the case in Dovetail for the correct employee.
• Notice the \n within the notes field. This will render as a newline within the Agent app.

How that looks in the FlowXO UI

Example - Wufoo Form

https://wufoo.com

CheckPageContent

<h2>Careers
   h2>
<iframe  
   
    title
   ="Embedded Wufoo Form" 
  
   allowtransparency=
   "true" 
   
    frameborder=
    "0"  
    

    
     style=
     "width:100%;height:1100px;border:none" 
     

     
      src=
      "https://gsherman.wufoo.com/embed/m1ykki471978p0d/"> 
      

      <a 
       
        href
       =
      "https://gsherman.wufoo.com/forms/m1ykki471978p0d/">Fill out my Wufoo form!
      
       a> 
      

      
       iframe>
      

     
    
   
  

UI

Notes

Obviously, that's using a Job Application form, and not a Health Screening form. It's purely meant as an example of using a Wufoo form.