Add payment providers

The Secure Payments feature provides secure credit card processing. After payment is initiated by the agent, the customer is taken through a series of payment prompts.

The agent can watch payment progress on their Agent Adapter while the customer enters payment information but they are unable to hear the consumer side of the call.

Prerequisite

  • Payment provider credentials are integrated with the CCAI Platform portal.

Retrieve your payment gateway credentials

To retrieve your payment provider credentials, you can follow these instructions on a per provider basis.

Stripe

  1. From your Stripe account, toggle View Test Data to on.

  2. API Key: The API key is the information you'll need in the next section.

FreedomPay

  1. Set up a merchant account with payment gateway(s).

  2. From the FreedomPay portal, retrieve the following information:

    • Store ID.
    • Terminal ID for that merchant, specific to the Contact Center AI Platform (CCAI Platform) integration.

Braintree

Retrieve the following credentials for your Braintree account: Environment, Merchant ID, Public Key, Private Key, Tokenization Key, and Merchant Accounts. See Important Gateway Credentials in the Braintree documentation.

Admin configuration

Additional settings can be configured by the administrator in the CCAI Platform portal. These settings are outlined in the following sections.

Customize messages about payment details

A succession of messages are displayed to the agent while the caller is making their payment. These messages are standardized by default. To set custom messages, you can update the Text-to-Speech script at Settings > Languages & Messages > IVR Purchase Flow Messages.

See IVR Purchase Flow Messages for sample scripted messages.

Enable and add a provider

  1. Go to Settings > Developer Settings.

  2. In the Credit Card Payment Providers section, click Manage Payment Providers. Current providers previously set up in your environment are displayed.

  3. Click +Add Provider. You are brought to the Payment Provider details page.

  4. Enter a Name for the payment option.

  5. Select Payment Provider.

  6. Select Type. Dynamic fields to enter credentials will display after the provider type has been selected.

  7. Enter credentials:

    1. For Stripe, enter the API secret key found in your Stripe account.
    2. For FreedomPay, enter the Store ID and the Terminal ID. The format of these two IDs must be storeID, terminalID.

  8. Select the currency type. The default option is USD. Stripe and Braintree offer additional currency options. For more information, see the multi-currency documentation.

  9. Click Save.

Configure Secure Payments for inbound calls

  1. Go to Settings > Queue > {select preferred channel} > select a queue > Credit Card Payment Settings.

  2. Toggle the Credit Card Payment Settings to Enable.

  3. Select Provider from the drop-down menu.

  4. Select Use ZIP Code to have the customer verify their zip code during payment.

  5. Select Currency from the drop-down menu.

  6. Click Save.

Configure Secure Payments for outbound calls

  1. Toggle the Payments for Outbound Calls switch to On.

  2. Select an existing payment provider from the Provider drop-down.

  3. Select the Use ZIP Code checkbox is if you want to require the customer to verify their billing zip code during payment.

  4. Click Save Payment.

Configure Secure Payments for multi-currency

When you set up secure credit card payment options through Stripe or Braintree, you have the option to select from the following international currencies:

  • United States Dollar - USD (default option)
  • British Pounds - EUR
  • Euros - EUR
  • Canadian Dollars - CAD

Set a new default currency

  1. Go to Settings > Developer Settings > Credit Card Payment Providers.

  2. Expand the Default Currency drop-down and select a currency option.

  3. Click Save Payment.

Apply multi-currency options to your payment provider

  1. Go to Settings > Developer Settings > Credit Card Payment Providers.

  2. Click Manage Payment Providers.

  3. Click +Add Provider.

  4. Enter a name for the provider.

  5. Select the Provider Type from the drop-down menu. If you select Braintree, dynamic fields for adding a merchant account will appear. To add multiple currencies for Braintree, click +Add Merchant Account and enter the details.

  6. Click +Add Currency and select from the list. To add multiple currencies, keep clicking Add currency. Your selected currencies will appear in a list on the Payment Provider page. Click X to remove a currency type