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Overview

The IrisAgent Call Summary widget runs as an external widget inside the Puzzel Agent Application. After every handled call, the widget displays an AI-generated summary covering the customer’s issue, key talking points, resolution, and a suggested wrap-up note. Agents can copy the summary into Puzzel’s wrap-up fields with a single click, eliminating manual note-taking and producing consistent, structured records across the team. This guide covers the v1 (post-call summary) integration. In v1, IrisAgent fetches the call recording from the Puzzel Archive after the call ends, transcribes and summarizes it, and pushes the result back into the widget — typically within a few seconds of the call ending.

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How it works

┌──────────────────────────┐
│ Puzzel Agent Application │
│  ┌─────────────────────┐ │
│  │ IrisAgent Widget    │ │  ← iframe, postMessage to Puzzel core
│  │ (post-call summary) │ │
│  └──────────┬──────────┘ │
└─────────────┼────────────┘
              │ websocket (callId, agentId, customerId)
              ▼
      ┌───────────────┐
      │   IrisAgent   │
      │    Backend    │
      └───────┬───────┘
              │ PAWS REST API
              ▼
      ┌───────────────┐
      │ Puzzel Archive│  → recording → transcription → summary
      └───────────────┘
  1. The widget loads as an iframe inside the Puzzel agent desktop and opens a postMessage channel with the Puzzel Agent Application core.
  2. The widget subscribes to call lifecycle events via the Puzzel Widget API and waits for a call.ended event.
  3. On call end, the widget sends the call ID and agent context to the IrisAgent backend over an authenticated websocket.
  4. The IrisAgent backend fetches the recording from the Puzzel Archive via the Puzzel Agent Web Services (PAWS) REST API.
  5. IrisAgent transcribes the audio, generates a structured summary using your configured summary template, and pushes the result back to the widget.
  6. The agent reviews the summary in the widget and clicks Copy to wrap-up to populate Puzzel’s wrap-up fields.

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Prerequisites

Before you begin, ensure you have:
  • A Puzzel Contact Centre tenant with admin access to the Administration Portal
  • Permission to add widgets in Administration → Widgets → Widget Administration
  • A Puzzel service account with PAWS API access and read access to the Archive (recordings and call metadata)
  • Recording enabled on the queues you want IrisAgent to summarize
  • An IrisAgent account with Voice AI enabled (contact your IrisAgent representative if you don’t see it in the dashboard)

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Step 1: Sign Up for IrisAgent

You can sign up for IrisAgent in one of two ways: by connecting your ticketing platform or by using a public website as a knowledge source. Once signed up, ask your IrisAgent representative to enable Voice AI on your tenant.

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Step 2: Generate IrisAgent widget credentials

In the IrisAgent dashboard:
  1. Navigate to Settings → Voice AI → Puzzel Integration
  2. Click Generate Widget Credentials. This produces:
    • A Tenant ID unique to your IrisAgent workspace
    • A Widget API Key (shown once — copy it immediately)
  3. Note the IrisAgent widget URL: https://widgets.irisagent.com/puzzel/summary
  4. Keep these values handy — you’ll paste them into Puzzel in Step 4

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Step 3: Provision a PAWS service account in Puzzel

The IrisAgent backend needs read access to the Puzzel Archive to fetch recordings.
  1. Sign in to the Puzzel Administration Portal
  2. Navigate to Users → Administrators and create a new administrator dedicated to the integration (e.g. irisagent-integration)
  3. Grant the following permissions:
    • Archive — read access to recordings and call metadata
    • Real-time — read access to queue and call information
  4. Generate API credentials for the account and save the Customer Number, Username, and Password
  5. In the IrisAgent dashboard, go to Settings → Voice AI → Puzzel Integration → PAWS Credentials and paste the values
Tip: Use a dedicated administrator account for the integration so you can audit IrisAgent’s activity separately from human admin actions.

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Step 4: Add the IrisAgent widget to the Puzzel Agent Application

  1. In the Puzzel Administration Portal, navigate to Widgets → Widget Administration
  2. Click Add Widget
  3. Configure the widget:
    • Name: IrisAgent Call Summary
    • URL: https://widgets.irisagent.com/puzzel/summary
    • Tab title: AI Summary
    • Default tab: Off (the widget activates automatically when a call ends)
  4. Add the following Widget Properties:
Property nameTypeValue
irisTenantIdStringTenant ID from Step 2
irisApiKeyPasswordWidget API Key from Step 2
irisEnvironmentDropdownproduction
  1. Under Feature Policy, allow the following permissions for the iframe:
    • clipboard-write — required for the Copy to wrap-up action
  2. Save the widget

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Step 5: Assign the widget to agent profiles

  1. Navigate to Widgets → Widget Configuration
  2. Select the agent user group(s) that should see the IrisAgent summary widget (typically all support agents)
  3. Enable the IrisAgent Call Summary widget for those groups
  4. Save the configuration

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Step 6: Configure your summary template (optional)

By default, IrisAgent generates summaries with the following sections:
  • Customer issue — what the customer was calling about
  • Key points discussed — bullet points of the conversation
  • Resolution — what was done to resolve the issue
  • Wrap-up note — a one-paragraph summary suitable for the ticket
To customize the template:
  1. Go to Settings → Voice AI → Summary Template in the IrisAgent dashboard
  2. Edit the prompt to match your team’s wrap-up conventions (e.g. include sentiment, product name, escalation flag)
  3. Click Save — changes apply to the next call

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Step 7: Test the integration

  1. Sign in to the Puzzel Agent Application as a test agent
  2. Confirm the AI Summary tab appears in the agent UI
  3. Place a test call into a recorded queue and answer it as the test agent
  4. End the call. Within a few seconds, the AI Summary tab should populate with the generated summary
  5. Click Copy to wrap-up and verify the summary appears in Puzzel’s wrap-up fields
If the summary does not appear:
  • Check that recording is enabled on the test queue
  • Verify the PAWS service account in IrisAgent Settings → Voice AI → Puzzel Integration shows a green status
  • Open the browser console in the agent application and look for [IrisAgent] log messages
  • Contact support@irisagent.com with the call ID for assistance

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What’s next

The v1 integration delivers post-call summaries within seconds of a call ending. If your team also needs live, in-call summarization (summary streaming as the call progresses), contact your IrisAgent representative about enabling the v2 integration, which uses a SIPREC media fork from Puzzel.