Third Party Interfaces

Create and manage welcome messages and no-match messages for your third party interfaces, such as Slack, Microsoft Teams, and more.

Third Party Interface Types

Within Capacity, we have two different types of Third Party Interfaces. These differ based off of how the third party interface authenticates with Capacity.

User Authenticated

User Authenticated third party interfaces are designed for platforms where there is user-specific authentication in the external platform that should tie to a user within the Capacity console. Examples of these interfaces would be Slack, Microsoft Teams, Google Chat, etc. See additional details on these interfaces here. The user authenticating in those systems needs to match a user set up within the Capacity console. Currently, we only support one of these interface types per organization.

Content Access Control

With User Authenticated interfaces, the access permissions for content within the Knowledgebase is set at the user level. Inside of Capacity, this means that the User Authenticated 3rd party interface is going to reference Content Groups for controlling content access for the user through that interface.

Token Authenticated

Token Authenticated third party interfaces are designed for platforms where we do not want or need to create a Capacity user for each user who is accessing the third party interface. Instead of tying the authentication into Capacity by user, we use a token-based authentication for the interface. A good example of when this is applicable is when you may integrate into a contact center platform and only need to power bot flows that take place in that platform. It is a virtual agent flow that needs access to Capacity's KB and conversation flows, not a specific user. Currently, an organization is allowed to set up multiple of these types of interfaces.

Content Access Control

With these interfaces, it is the third party interface bot itself that needs to be granted content access permissions. If your organization has one or more of these interfaces set up, you will see a new tab in our Access Control modal within our Knowledge Base.

In each directory of your Knowledge Base, you can click on the "eye" icon in the top right to open up the Access Control modal. You will see a new tab labeled "3rd Party Interfaces" with a count indicator of how many are selected for that directory in the KB.

To make adjustments, simply click on that tab and select or deselect the 3rd Party Interfaces that you want to allow access to that area of the Knowledge Base.

Third Party Interface Management

Accessing the Interfaces

To see existing and create new 3rd party interfaces, go to the Settings section of Capacity.

Under the Chat section, you will see a menu item for Third-Party Interfaces. Clicking on that will take you to your list of interfaces. NOTE: By default, your org will already have the one User Authenticated interface available for you to configure.

Setting Up a Token Authenticated Interface

On the Third Party Interfaces list page, there is an "Add" button in the top right corner. This will allow you to begin the set up of a new token auth interface.

A create modal will populate and allow you to specify a name for your interface along with a dropdown to select the specific interface you would like to connect to. The following steps for set up will vary by external interface. Some will allow you to generate an API key, others require different settings.

Token Authenticated interfaces can be enabled or disabled at any time.

System Message Settings

Third Party Interfaces have access to our standard set of System Messages. The path to accessing the System Message controls for each type of Third Party Interface varies slightly.

To update the System Messages for your org's Third Party Interfaces, follow the steps below.

  1. Navigate to your Knowledge Management section.
  2. Locate the System Messages menu
  3. Click on the System Message you want to edit


At this point, the next steps differ based on the Third Party Interface type.

  1. For the User Authenticated Third Party Interface - you need to be on the "Concierge Bots" tab.
  2. Locate the Third Party Interface item at the bottom of the list and click on that to update the System Message.
  3. For Token Authenticated Third Party Interfaces - you will need to click on the "Third Party Interfaces" tab.
  4. This will list out any token authenticated interfaces you have and allow you to click in and update the specific System Message.
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