Secure Payments

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.

Add Providers for Credit Card Over IVR

Prerequisite

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

Retrieve your payment gateway credentials

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

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 dropdown.

  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

Verify the configuration

Caller experience:

For Stripe, see Stripe Testing for sample test credit cards to use.

  1. Call your support number.

  2. Select the queue that has Payments enabled.

  3. Follow the payment prompts initiated from the Agent Adapter using the Stripe Testing sample cards.

Troubleshooting

Stripe

Contact Support for help troubleshooting any issues.

FreedomPay

For each transaction between CCAI Platform and FreedomPay, CCAI Platform receives either a success message or an error code. Depending on the error code, CCAI Platform shows the agent a message with one of four calls-to-action:

  • Check Details & Retry

  • Try Another Card,

  • Try Again Later, or

  • Contact Your Manager.

Check Details & Retry

With this call-to-action, the agent should encourage the caller to try the IVR payment process again with the same card.

The most common scenario for such a message is when a consumer enters an invalid account number, zip code, expiry date, and/or CVC.

Try Another Card

With this call-to-action, the agent should encourage the caller to try again with a different payment card.

CCAI Platform displays such an error when payment authorization fails, most likely due to an issue with a particular card. A common error is a decline by the issuer, for example, an overdrawn card.

Try Again Later

With this call-to-action, the agent should wait ten minutes before trying again. A common scenario for this message is temporary connectivity issues.

Contact your Manager

With this call-to-action, the agent needs to warn their manager of a potentially serious issue at hand. Either the caller is using a stolen or fraudulent card, or there's an urgent technical issue that completely blocks the usage of that payment gateway. If the latter, the agent should also note the error number to facilitate debugging.

Escalation to Support

For urgent technical issues for which an error code is provided, a manager should contact Support and include a description of the occurrence, error code, time, and call id (if available).