I am exploring ways to streamline my customer support workflows using eGain’s chat system. Specifically; I want to trigger follow-up actions after a chat ends like logging the transcript, sending a feedback form / updating a CRM record.
I have been looking into whether Microsoft Power Automate can help create such automated flows but I am unsure if there’s a clean integration path with eGain.
Has anyone tried linking eGain digital interactions (especially chat) with third-party automation platforms like Power Automate? I am curious to know if it requires an API setup / if there are existing connectors or best practices. Ideally; I would like to build a flow that listens for chat completion events and then performs actions in other tools.
I have checked REST API: Introduction documentation for reference.
I started researching what is Microsoft Power Automate and how it can be used for automating workflows across tools but would love to hear from the community about real-world use cases involving eGain.
Any guidance, tips, or examples would be really helpful!
The easiest way to achieve the type of integration you are looking for (taking an action upon the completion of a chat interaction) is to use Event Subscriptions. As the PA user, you can use the Administration Console to Register External Applications and subscribe to the Activity Completion event. When an Activity is Completed that meets the criteria, the eGain system will call an API that you set up, and it will pass the specified attributes about the completed activity. You can then use the information to access the eGain APIs and get more information about the Activity and log the transcript, send a feedback form, update a CRM record, or do anything you want to do. After you subscribe to the Activity Completion event, you can determine which types of activity and which attributes (please see the below screenshot).
I have personally used this Event Subscription framework to do some processing after a Knowledge Article is published. It is very easy to do, and it allows for on-demand processing of the events, instead polling the system every 15 minutes or something.
Specifically; I want to trigger follow-up actions after a chat ends like logging the transcript, sending a feedback form / updating a CRM record. 
