Message Gateway Configurationhelp.inisoft.com/xa/2.0.0/resources/pdfs/Syntelate XA - Message Gat… · ©InisoftLtd2019 Contents 1.MessageGateways 5 1.1What’saMessageGateway? 6

© Inisoft Ltd 2019. All rights reserved.

Message Gateway Configuration

Published 01 November 2019

Release 2.0.0

© Inisoft Ltd 2019

Contents

1. Message Gateways 5

1.1 What’s a Message Gateway? 6

1.2 Configuring Message Gateways 7

1.3 Refreshing the Web Server 9

2. Email 10

2.1 Adding an Email Gateway 10

2.1.1 Configuring an Email Gateway from Scratch 11

2.1.2 What’s Next? 13

3. Outbound SMS 15

3.1 Adding an Outbound SMS Gateway 15

3.1.1 Configuring an Outbound SMS Gateway from Scratch 15


4. SMS Chat 19

4.1 Adding an SMS Chat Gateway 20

4.1.1 Configuring an SMS Chat Gateway from Scratch 20


5. Web Chat Topic 27

5.1 What the Topic Controls 28

5.2 Adding a Web Chat Topic 29

5.2.1 Configuring a Web Chat Topic from Scratch 30


5.3 Setting the Emojis 36

5.3.1 Selecting an Emoji 36

5.3.2 Adding a New Emoji 37

5.3.3 Editing an Emoji 38

5.3.4 Removing an Emoji 39

6. Leave a Message 40

6.1 How Does Leave a Message Work? 40

6.2 Activating Leave a Message 41

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6.3 Styling Leave a Message 42

6.4 Adding a Leave a Message Gateway 42

6.4.1 Configuring a Leave a Message Gateway from Scratch 42


7. Facebook 46

7.1 Adding a Facebook Gateway 48

7.1.1 Configuring a Facebook Gateway from Scratch 48


8. Twitter 53

8.1 Adding a Twitter Gateway 54

8.1.1 Configuring a Twitter Gateway from Scratch 54


9. General Tasks 60

9.1 Copying a Message Gateway 60

9.1.1 Copying an Existing Message Gateway 60


9.2 Shortening URLs 61

9.3 Setting the Chat Disposition Codes 63

9.3.1 Adding a Disposition Code 64

9.3.2 Editing a Disposition Code 64

9.3.3 Deleting a Disposition Code 65

9.4 Setting the Chat Messages 65

9.5 Setting the Fields to Be Written to the Interaction Table 68

9.5.1 Adding a New Field 68

9.5.2 Editing a Field 69

9.5.3 Deleting a Field 69

9.6 Setting the Fields for New Customers 70

9.6.1 Adding a New Field 70

9.6.2 Editing a Field 71

9.6.3 Deleting a Field 72

9.7 Making a Message Gateway Active/Dormant 72

9.8 Deleting a Message Gateway 73

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10. Glossary 74

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1. Message Gateways

Use the Message Gateway configuration tile of Syntelate Studio to configure

message gateways.

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1.1 What’s a Message Gateway?

Message gateways are groups of settings that are key to the configuration of all non-

voice channels in Syntelate XA.

You must configure one message gateway for each of the following:

Each email mailbox that you want to monitor or each email address from

which you wish to send emails

Each phone number from which you wish to send outbound SMS messages

Each phone number that you want to support for SMS chat

Each web chat topic that you want to support (for example, Inisoft Travel

supports two web chat topics: Personal Travel and Business Travel)

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Each leave a message configuration that you want to use (leave a message is

used when no agents are available for web chat)

Each Twitter username that you want to monitor and tweet from

Each Facebook page that you want to monitor and post as.

Tip: For a general description of the various non-voice channels, see

Syntelate XA - Overview of Channels.

1.2 Configuring Message Gateways

A message gateway offers a range of options for monitoring, filtering and capturing

data from emails and chats. You can choose which data from these interactions

should be written to the INTERACTION_X database table.

This functionality helps you enhance the user experience for both customer and

agent, and refine the insights in your reporting.

E X A M P L E

Jack at Inisoft Travel creates a message gateway for Twitter chats. He assigns

this new message gateway to the agent group which handles Twitter chat and

sets the database fields so that Twitter interactions are correctly matched to

customer IDs.

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Some configuration tasks are common to several or all message gateways. For

information about these, see General Tasks on page 60.

For information about configuring a specific type of message gateway, see the

appropriate page:

Email on page 10

Outbound SMS on page 15

SMS Chat on page 19

Web Chat Topic on page 27

Leave a Message on page 40

Twitter on page 53

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1.3 Refreshing the Web Server

After editing a message gateway, you should immediately see your changes

reflected in, for example, your web chat topic.

If you do not, then click from the Message gateways for campaign page to

refresh the web server.

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2. Email

Using the Message Gateway Configuration tile, you can configure Syntelate XA to

monitor an Exchange mailbox.

For each email gateway, you can specify an agent group that will deal with emails

sent to this mailbox. By setting up multiple email gateways, you can encourage

customers to use different email addresses for different types of query.

E X A M P L E

Inisoft Travel have an agent group for Personal Travel and another agent

group for Business Travel. They associate the [email protected]

email address with the Personal Travel agent group and the

[email protected] email address with the Business Travel agent

group.

This ensures that emails are always passed to an agent who has been

appropriately trained to answer it.

2.1 Adding an Email Gateway

There are two ways to add a new email gateway:

Copy an existing email gateway

Add a new message gateway from scratch

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Note: For instructions on copying an existing message gateway, see Copying

a Message Gateway on page 60.

2.1.1 Configuring an Email Gateway from Scratch

To configure a new email gateway, follow these steps:

S T E P 1

1. From the Message Gateway Configuration home page, click . The Message

Gateway page is shown.

2. In the Message gateway description box, type a description for your email

gateway.

3. In the Type of message gateway dropdown, select Email. Additional boxes

relevant to this type of message gateway appear.

4. In the Email account box, type the username of the Exchange mailbox that

you want to use.

5. In the Exchange server box, type the path of your Exchange server.

6. To enter your mailbox password:

a. Click SET PASSWORD. The Change Password dialog box appears.

b. Enter your password in the New Password and Confirm Password

boxes.

c. Click CONFIRM.

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7. (Optional) In the Path to attachments box, type the path in your file system

where customer email attachments should be saved.

Note: If you leave this box empty, then customer attachments will not

be saved and so your agents won’t be able to view attachments.

S T E P 2

1. In the Campaign dropdown, select the universe to which this gateway should

be added.

2. In the Agent group dropdown, select the agent group that will reply to emails

sent to this email address.

3. In the Customer Table dropdown, select the table that contains your

customers’ details, specifically your customers’ email addresses.

4. In the Lookup field dropdown, select the column in your customer details

table that contains customers’ email addresses.

Note: When a customer sends an email, Syntelate XA matches against

this field in your customer details table. If a match is found, the email

is associated with that customer’s record. If a match is not found,

Syntelate XA creates a new record in your customer details table.

5. In the Opt Out Field dropdown, select the column in your customer details

table that flags if the customer has opted out of marketing emails.

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6. In the Customer ID Field dropdown, select the column in your customer

details table that contains unique customer IDs that Syntelate XA should use

to match against the INTERACTION_X table.

7. In the Client Table ID dropdown, select the column in the INTERACTION_X

table that Syntelate XA should match against the Customer ID Field.

Note: Your customer details table contains one record per customer.

The INTERACTION_X table, on the other hand, contains one record per

customer interaction (in other words, it contains one record for every

web chat, phone call, and so on).

Both tables must contain a column for a unique customer ID. This is

the Customer ID Field in your customer details table and the Client

Table ID field in the INTERACTION_X table. Syntelate XA uses this

unique ID to link each customer interaction (such as a web chat or

phone call) to one of your customers.

8. Click .

2.1.2 What’s Next?

You’ve now added a basic email gateway, but there’s still more to do! See the

following tasks:

Setting the Fields to Be Written to the Interaction Table on page 68

Setting the Fields for New Customers on page 70

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Once you’re happy with how your message gateway is configured, you need to set it

to active before it can be used. See Making a Message Gateway Active/Dormant on

page 72.

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3. Outbound SMS

Using the Message Gateway Configuration tile, you can configure a message

gateway with an SMS service provider to send outbound SMS messages to

customers’ cell phones.

3.1 Adding an Outbound SMS Gateway

There are two ways to add a new outbound SMS gateway:

Copy an existing outbound SMS gateway

Configure a new message gateway from scratch

Note: For instructions on copying a message gateway, see Copying a Message

Gateway on page 60.

3.1.1 Configuring an Outbound SMS Gateway from Scratch

To configure a new outbound SMS gateway, follow these steps:

S T E P 1



2. In the Type of message gateway dropdown, select SMS. Additional boxes


3. In the Message gateway name and Message gateway description boxes, type

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a name and description for your outbound SMS gateway.

Note: These are for your reference only. They will not be shown to

customers or agents.

4. In the SMS provider URL box, type the URL of the API for your SMS service

provider (for example, Textlocal).

Tip: For information about supported providers, see document

Syntelate XA - Overview of Channels.

5. In the SMS provider key box, type your API key.

Note: For information about URL shortening, see Shortening URLs on page 61.

S T E P 2


be added.


customers’ details, specifically your customers’ cell phone numbers.


table that contains customers’ cell phone numbers.

4. In the Lookup type dropdown, select Phonenumber.

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Table ID field in the INTERACTION_X table.

7. Click .


You’ve now added a basic outbound SMS gateway, but there’s still more to do! See

the following tasks:

Shortening URLs on page 61



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page 72.

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4. SMS Chat

Using the Message Gateway Configuration tile, you can configure an SMS chat

gateway.

For each SMS chat gateway, you must specify the number to which customers

should send their texts (and from which agents will reply).

You can associate an SMS chat gateway with a particular agent group, who will then

deal with these SMS chats. By setting up multiple SMS chat gateways, you can let

customers get in touch about different things.

E X A M P L E

Customers can contact Inisoft Travel by sending SMS text messages from their

cell phone. The number that the customer should text depends on whether

they’re a personal customer or a business customer.

Query Type Phone number

Personal Travel 07700900050

Business Travel 07700900060

Here Personal Travel and Business Travel are two different SMS chat

gateways.

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4.1 Adding an SMS Chat Gateway

There are two ways to add a new SMS chat gateway:

Copy an existing SMS chat gateway



Gateway on page 60.

4.1.1 Configuring an SMS Chat Gateway from Scratch

Note: Syntelate XA uses the TextMagic API for SMS chat. If you do not

already have a TextMagic account, you’ll need to create one before you can

complete the steps below.

For more information about TextMagic, see https://www.textmagic.com.

To configure a new SMS chat gateway, follow these steps:

S T E P 1



2. In the Message gateway description box, type a description for your SMS

chat gateway.

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https://www.textmagic.com/

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3. In the Type of message gateway dropdown, select SMS - Chat. Additional

boxes relevant to this type of message gateway appear.

4. For Enable reporting, click Yes to enable reporting for your SMS chat gateway

or No to disable it.

Note: For information about chat reporting, see document Syntelate XA

- Reporting.

5. In the Maximum number of SMS messages box, type the number of SMS

messages that an agent should be able to use for a single message. This

should be a number between 1 and 6.

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Note: Using a standard GSM 03.38 character set, a single SMS message

can be a maximum of 160 characters.

A long message can be split across several SMS messages. The

character limit for a concatenated text message is 153 characters. A

maximum of six messages can be concatenated.

Maximum number of SMS messages Character limit

1 160

2 306

3 459

4 612

5 765

6 918

Syntelate XA will not let an agent send a message that exceeds the

character count.

6. In the SMS provider username box, type your TextMagic API username.

7. In the SMS provider URL box, type

https://rest.textmagic.com/api/v2/messages.

8. In the SMS provider key box, type your TextMagic API key.

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9. In the Destination box, type the phone number to which customers should

send their SMS messages.


S T E P 2


be added.

2. In the Agent group dropdown, select the agent group that will deal with these

SMS chats.

3. In the Smart text group dropdown, select the smart text group that will be

available to agents dealing with these SMS chats.


customers’ details, specifically your customers’ cell phone numbers.


table that contains customers’ cell phone numbers.

Note: When a customer sends an SMS message, Syntelate XA matches

against this field in your customer details table. If a match is found,

the customer’s record is retrieved. If a match is not found, Syntelate

XA creates a new record in your customer details table.

6. In the Lookup type dropdown, select Phonenumber.

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SMS chat, phone call, and so on).




unique ID to link each customer interaction (such as an SMS chat or


9. In the Time before sending NOACTIVITY message (seconds) box, type the

number of seconds that Syntelate XA should wait before prompting the agent

to end the SMS chat due to inactivity.

Note: This message could be something like Please disposition this chat.

It has been inactive for a long time.

You can use whatever text you like for this message. For instructions

on how to customize it, see Setting the Chat Messages on page 65.

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Note: Due to the nature of SMS exchanges, a customer may well send a

message after a period of inactivity. By this point, the agent may

already have ended the chat. When this happens, the new message

will cause a new chat to pop, possibly to a different agent.

From the customer’s perspective, they will be continuing an existing

conversation, but from an agent’s perspective, this is a new

conversation. For this reason, we recommend that you design your

agent desktop to make it easy for agents to see past interactions with

the customer, including recent SMS chats.

This way, the agent will be able to read the recent chat and

seamlessly continue the conversation with the customer.

10. Click .


You’ve now added a basic SMS chat gateway, but there’s still more to do! See the

following tasks:


Setting the Chat Disposition Codes on page 63

Setting the Chat Messages on page 65



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page 72.

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5. Web Chat Topic

Using the Message Gateway configuration tile, you can configure a web chat topic

(also known as a web chat gateway).

You can associate a web chat topic with a particular agent group, who will then

deal with chats about this topic. By setting up multiple web chat topics, you can let

customers get in touch about different things.

E X A M P L E

Customers can contact Inisoft Travel via a web chat widget on the Inisoft

Travel website. When a customer starts a web chat, they are asked to select a

topic.

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Here Personal Travel and Business Travel are two different web chat topics

(web chat gateways).

5.1 What the Topic Controls

Configuring a web chat involves both:

Setting up web chat topics

Customizing the web chat widget

You must also set up any smart text that you want your agents to be able to use.

For information about customizing the web chat widget, see document Syntelate XA

- Web Chat Configuration.

The following is what the topic controls:

The agent group that will participate in chats about the topic

The smart text group available in chats about the topic

Whether auto-responses are sent and, if so, after how long

The chat disposition codes

The chat messages used for the topic, for example the message that is shown

when the customer is connected to an agent

The chat emojis

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The topic also controls:

How long a customer can spend waiting to chat with an agent before they are

asked to leave a message

The leave a message gateway to use

The email gateway to use when emailing a chat transcript to a customer

The information that Syntelate XA writes to the INTERACTION_X table

The information that Syntelate XA writes to your customer details table for a

new customer record

Note: You can allow customers to pick the topic themselves or you can

automatically select the topic based on the web page from which the

customer opens the chat. For more information, see document Syntelate XA -

Web Chat Configuration.

5.2 Adding a Web Chat Topic

There are two ways to add a new web chat topic:

Copy an existing web chat topic

Configure a new message gateway from scratch


Gateway on page 60.

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5.2.1 Configuring a Web Chat Topic from Scratch

Before you start, have you configured the leave a message gateway that your topic

will use? If not, you’ll need to do so before going any further. For more information,

see Leave a Message on page 40.

To configure a new web chat topic, follow these steps:

S T E P 1



2. In the Type of message gateway dropdown, select Web Chat. Additional


3. In the Message gateway name box, type a name for your web chat topic.

Note: This is for your reference only. The name will not be shown to


4. In the Message gateway description box, type a description of your web chat

topic.

Note: If you let customers select the topic, this description will also be

shown in the Select chat topic dropdown of the web chat widget.

5. For Enable reporting, click Yes to enable reporting for your web chat topic or

No to disable it.

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- Reporting.

For information about URL shortening, see Shortening URLs on page 61.

6. If your web chat allows customer uploads, then in the Path to attachments

box type the path in your file system where customer uploads should be

saved.

Note: Use the Web Chat Configuration tile of Syntelate Studio to

configure whether customer uploads are allowed in your web chat, and

if so what file types customers are allowed to upload. For more

information, see document Syntelate XA - Web Chat Configuration.

S T E P 2


be added.

2. In the Agent group dropdown, select the agent group that will deal with this

topic.


available to agents dealing with this topic.




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Note: When a customer starts a web chat, Syntelate XA matches


















8. In the Auto-response time (minutes) box, type the number of minutes that

Syntelate XA should wait after receiving a message from a customer before

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automatically sending a message on behalf of the agent, if the agent did not

send a message in this time frame. Type 0 to disable this feature.

Note: This message could be something like Sorry for the delay. I’ll get

back to you soon.


on how to customize it, see Setting the Chat Messages on page 65. This

is the AGENTAUTOMSG message.

9. In the Auto-response time after agent sent message (minutes) box, type the

number of minutes that Syntelate XA should wait after an agent has sent a

message before automatically sending another message on behalf of the

agent, if the customer did not send a message in this time frame. Type 0 to

disable this feature.

Note: This message could be something like I haven’t heard from you

for a while. Are you still there?



is the CLIENTAUTOMSG message.

10. In the Agent join chat time (minutes) box, type the maximum number of

minutes that customers should wait to be connected to an agent before

instead being prompted to leave a message.

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Note: For more information about leave a message, see Leave a

Message on page 40.

11. In the Time before sending NOACTIVITY message (minutes) box, type the

number of minutes that Syntelate XA should wait before prompting the agent

to end the chat due to inactivity.

Note: The Auto-response time after agent sent message (minutes)

field controls a message that is actually sent to the customer. This

field, on the other hand, controls a message that is only seen by the

agent.

Its purpose is to suggest to the agent that, if a customer has not sent a

message in some time, the agent should consider ending the chat.



is the NOACTIVITYMESSAGE message.

12. In the Message gateway to use when displaying Leave message dropdown,

select the leave a message gateway to use when a customer leaves a message

for this topic.

13. (Optional) In the Message gateway to use when emailing the chat transcript

dropdown, select the email gateway to use when either a customer or an

agent selects for the chat transcript to be emailed to the customer.

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Note: To disable the emailing of web chat transcripts, leave this box

blank.

14. Click .


You’ve now added a basic web chat topic configuration, but there’s still more to do!

See the following tasks:




Setting the Emojis on the next page





page 72.

To use your new topic in a web chat, you must add your topic to the web chat using

the Web Chat Configuration tile of Syntelate Studio. For more information, see

document Syntelate XA - Web Chat Configuration.

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5.3 Setting the Emojis

You can configure the emojis that are available to agents that deal with your web

chat topic. An emoji is a small image such as , , or .

Note: An image for an emoji must have one of the following file name

extensions: .gif, .jpg, .jpeg, .png.

For best results, use an image that is 30 x 30 pixels. You can upload an

image with different dimensions, but it will be resized to 30 x 30 pixels.

5.3.1 Selecting an Emoji

If you’ve previously added emojis for other web chat topics, you can select these

when configuring a new web chat topic. To do this, follow these steps:

1. From the Message gateways for campaign page, click VIEW for the message

gateway that you want to edit.

2. In the Chat emojis section, click . The Available emojis page is shown.

3. Click individual emojis to select/remove them, or click the SELECT ALL /

REMOVE ALL buttons to select all / remove all emojis.

Tip: Hover over an emoji to show its token.

4. Click .

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5.3.2 Adding a New Emoji

Warning: Once added, an emoji cannot be deleted from Syntelate Studio.

You can, however, remove it from all of your web chat topics (so that it

cannot be used by agents).

To add a new emoji, follow these steps:



2. In the Chat emojis section, click . The Add new emoji page is shown.

3. Click BROWSE FILE to open the Open dialog box.

4. Select your image, and then click Open.

5. In the Sequence box, type the sequence number of the emoji. For example, if

you want the emoji to be the second emoji in the agent’s list of available

emojis, type 2.

Tip: You can also click or to change the sequence

number.

Note: If you enter a sequence number that is already used by another

emoji, Syntelate Studio will automatically change the sequence

number of the other emoji as well as that of any other affected emojis.

6. In the Token box, type a token for the emoji.

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E X A M P L E

For a smiley face, you might use the token smile.

An agent could then type :smile: to insert the emoji into a message.

Alternatively, the agent could simply click on this emoji from the list of

all available emojis.

Warning: Check the token carefully. You cannot edit it after you click

.

7. Click .

5.3.3 Editing an Emoji

To edit an emoji, follow these steps:



2. In the Chat emojis section, click for the chat emoji that you want to edit.

The Edit chat emoji page is shown.

3. Change the image and/or sequence number.

4. Click .

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Tip: You can also change the sequence number directly from the Message

Gateway page by clicking or for the emoji.

5.3.4 Removing an Emoji

Note: You cannot remove an emoji from Syntelate Studio once you’ve added

it. You can, however, remove it from individual web chat topics.

To remove an emoji from a web chat topic, follow these steps:



2. In the Chat emojis section, click for the chat emoji that you want to

remove. The Remove emoji dialog box appears.

3. Click REMOVE.

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6. Leave a Message

Using the Message Gateway Configuration tile, you can configure a leave a message

gateway.

You can then configure one or more web chat topics to use this gateway when no

agents are available for web chat.

For each leave a message gateway, you must specify the agent group that will deal

with these left messages.

6.1 How Does Leave a Message Work?

Leave a message prompts the customer to enter a few basic personal details and

type a message. This generates a worklist email record in Syntelate XA that an

agent can reply to in the same way that they would reply to an email sent directly

from the customer.

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6.2 Activating Leave a Message

You can activate a leave a message form in two different ways:

You can manually turn it on. No customers will be connected to an agent until

you turn it off again.

You can configure it to be used when the customer has not been connected to

an agent within a set amount of time.

You configure the first setting as part of your web chat using the Web Chat

Configuration tile. For more information, see document Syntelate XA - Web Chat

Configuration.

You configure the second setting as part of the web chat topic. See Adding a Web

Chat Topic on page 29.

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6.3 Styling Leave a Message

To configure the styling of the leave a message form, use the Web Chat

Configuration tile. For more information, see document Syntelate XA - Web Chat

Configuration.

6.4 Adding a Leave a Message Gateway

There are two ways to add a new leave a message gateway:

Copy an existing leave a message gateway



Gateway on page 60.

6.4.1 Configuring a Leave a Message Gateway from Scratch

To configure a new leave a message gateway, follow these steps:

S T E P 1



2. In the Type of message gateway dropdown, select Leave a message.

Additional boxes relevant to this type of message gateway appear.

3. In the Message gateway name box, type a name for your leave a message

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gateway.

Note: This is for your reference only. The name will not be shown to


4. In the Message gateway description box, type a description of your leave a

message gateway.

Note: This is for your reference only. The description will not be shown

to customers or agents.

S T E P 2


be added.


left messages.





Note: When a customer leaves a message, Syntelate XA matches their

email address against this field in your customer details table. If a

match is not found, Syntelate XA creates a new record in your

customer details table.

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7. Click .


You’ve now added a basic leave a message gateway, but there’s still more to do!

See the following tasks:



Once you’re happy with your message gateway, you need to set it to active before it

can be used. See Making a Message Gateway Active/Dormant on page 72.

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You configure the subject of the leave a message worklist email record as part of

the web chat topic. See Setting the Chat Messages on page 65.

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7. Facebook

Using the Message Gateway configuration tile, you can configure a Facebook

gateway.

For each Facebook gateway, you must specify:

The Facebook page to which customers should send posts, comments, replies,

and/or messages (and from which agents will reply)

The agent group that will deal with these Facebook chats

The field in your customer details table containing the customer’s unique

Facebook ID for your page

By setting up multiple Facebook gateways, you can allow customers to get in touch

about different things.

E X A M P L E

Customers can contact Inisoft Travel via Facebook. The Facebook page that

the customer should use to get in touch depends on whether they’re a

personal customer or a business customer.

Query Type Facebook Page

Personal Travel Inisoft Travel Personal

Business Travel Inisoft Travel Business

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Here Inisoft Travel Personal and Inisoft Travel Business are two different

Facebook gateways.

Unlike Twitter, where the customer has a single unique username, Facebook

assigns each user a unique ID per Facebook page that they interact with.

Because of this, each customers is assigned a different ID when they post on

the Inisoft Travel Personal page compared with when they post on the Inisoft

Travel Business page.

To support this, Inisoft Travel have two Facebook ID fields in their customer

details table:

FBPERSONALID

FBBUSINESSID

For their personal travel Facebook gateway, Inisoft Travel set the Lookup field

to FBPERSONALID. For their business travel Facebook gateway, Inisoft Travel

set the Lookup field to FBBUSINESSID.

Where an existing customer posts, say, on the Inisoft Travel Business page,

Syntelate XA only retrieves the customer’s record where the FBBUSINESSID

field is populated in the customer’s record. If it is not, then Syntelate XA

creates a new record in the customer details table, as though for a brand new

customer.

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7.1 Adding a Facebook Gateway

There are two ways to add a new Facebook gateway:

Copy an existing Facebook gateway



Gateway on page 60.

7.1.1 Configuring a Facebook Gateway from Scratch

Note: To set up Facebook gateways in Syntelate Studio, your company must

have its own Facebook app.

We’ll create this for when you when you choose to implement Facebook

functionality.

To configure a new Facebook gateway, follow these steps:

S T E P 1



2. In the Message gateway description box, type a description for your

Facebook gateway.

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3. In the Type of message gateway dropdown, select Facebook. Additional


4. For Enable reporting, click Yes to enable reporting for your Facebook gateway

or No to disable it.


- Reporting.

5. In the Facebook Page Name box, type the name of the Facebook page to use

with this Facebook gateway. You’ll need to be able to log in to Facebook as a

user who is an administrator of this page.

Note: To use your company’s default Facebook app (whose app ID and secret

are defined in your FBConsumerKey and FBConsumerSecret general

settings), leave the Facebook consumer key and Facebook consumer key

secret boxes blank. Syntelate Studio will automatically fill in these details

when you save your gateway.

S T E P 2


be added.

2. (Optional) In the Agent group dropdown, select the agent group that will deal

with these Facebook chats.

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Tip: To instead restrict the chats to a particular workzone or

workteam, write to the LKTL_WORKZONE_ID or LKTL_WORKZONETEAM_

ID fields when setting the fields to be written to the interaction table.




customers’ details, specifically your customers’ Facebook user IDs.


table that contains customers’ Facebook user IDs.

Note: When a customer starts a Facebook chat, Syntelate XA matches









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to end the Facebook chat due to inactivity. This is used with private Facebook

chats only.

9. Click .

S T E P 3

To authorize Syntelate XA to access your Facebook page, follow these steps:

1. Click or . A dialog box appears, informing you that you will be

redirected to the Facebook authorization page.

2. Click AUTHORISE to visit the Facebook authorization page.

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3. In Facebook, log in using a Facebook account that is an administator of the

page you wish to monitor. Next, grant your Facebook app permission to

access the profile of this account and to manage the pages of this account.

4. Click Continue. You are returned to Syntelate Studio.


You’ve now added a basic Facebook gateway, but there’s still more to do! See the

following tasks:




Setting the Fields to Be Written to the Interaction Table on page 68 (for

example, to restrict the Facebook chat to a particular workzone or work team)

Setting the Fields for New Customers on page 70 (to write the customer’s

Facebook user ID to your customer details table)



page 72.

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8. Twitter

Using the Message Gateway Configuration tile, you can configure a Twitter gateway.

For each Twitter gateway, you must specify:

The Twitter username to which customers should send their tweets (and from

which agents will reply)

The agent group that will deal with these Twitter chats

By setting up multiple Twitter gateways, you can allow customers to get in touch

about different things.

E X A M P L E

Customers can contact Inisoft Travel via Twitter. The Twitter account that the

customer should mention in their tweet depends on whether they’re a

personal customer or a business customer.

Query Type Twitter Account

Personal Travel @IniTravPersonal

Business Travel @IniTravBusiness

Here @IniTravPersonal and @IniTravBusiness are two different Twitter

gateways.

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8.1 Adding a Twitter Gateway

There are two ways to add a new Twitter gateway:

Copy an existing Twitter gateway



Gateway on page 60.

8.1.1 Configuring a Twitter Gateway from Scratch

Note: To set up Twitter gateways in Syntelate Studio, your company must

have its own Twitter app.

We’ll create this for when you when you choose to implement Twitter

functionality.

To configure a new Twitter gateway, follow these steps:

S T E P 1



2. In the Message gateway description box, type a description for your Twitter

gateway.

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3. In the Type of message gateway dropdown, select Twitter. Additional boxes


4. For Enable reporting, click Yes to enable reporting for your Twitter gateway or

No to disable it.


- Reporting.

5. In the Twitter username box, type the Twitter username for this gateway.

Note: To use your company’s default Twitter app (whose consumer key and

secret are defined in your general settings), leave the Twitter consumer key

and Twitter consumer key secret boxes blank. Syntelate Studio will

automatically fill in these details when you save your gateway.

To use a different Twitter app, type its details into these boxes.


S T E P 2


be added.


Twitter chats.

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customers’ details, specifically your customers’ Twitter usernames.


table that contains customers’ Twitter usernames.

Note: When a customer starts a Twitter chat, Syntelate XA matches









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to end the Twitter chat due to inactivity.

Note: You can use whatever text you like for this message. For

instructions on how to customize it, see Setting the Chat Messages on

page 65. This is the NOACTIVITYMESSAGE message.

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Note: Due to the nature of Twitter exchanges, a customer may well

send a message after a period of inactivity. By this point, the agent

may already have ended the chat. When this happens, the new

message will cause a new chat to pop, possibly to a different agent.

From the customer’s perspective, they will be continuing an existing

conversation, but from an agent’s perspective, this is a new

conversation. For this reason, we recommend that you design your

agent desktop to make it easy for agents to see past interactions with

the customer, including recent Twitter chats.

This way, the agent will be able to read the recent chat and

seamlessly continue the conversation with the customer.

9. Click .

S T E P 3

To authorize Syntelate XA to tweet using your username, follow these steps:

1. Click or . A dialog box appears, informing you that you will be

redirected to the Twitter authorization page.

2. Click AUTHORISE to visit the Twitter authorization page.

3. Click Authorize app. You are returned to Syntelate Studio.

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You’ve now added a basic Twitter gateway, but there’s still more to do! See the

following tasks:








page 72.

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9. General Tasks

This section provides step-by-step instructions for the various tasks that you can

perform.

9.1 Copying a Message Gateway

To set up a new message gateway that is similar to an existing message gateway,

copy the existing message gateway and edit it as required.

9.1.1 Copying an Existing Message Gateway

To copy an existing message gateway, follow these steps:


gateway that you want to copy.

2. Click . The Save as dialog box appears.

3. In the Message gateway description box, type a description of your new

message gateway.

4. Fill in the Message gateway name / Email account / SMS provider username

/ Twitter username box.

5. Click SAVE.

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Now that you’ve copied an existing message gateway, you’ll want to customize it to

meet your needs. For instructions on doing this, see the appropriate section:

Email on page 10

Outbound SMS on page 15

SMS Chat on page 19

Web Chat Topic on page 27

Leave a Message on page 40

Twitter on page 53

9.2 Shortening URLs

You can configure your SMS, SMS chat, Twitter, or web chat gateway to

automatically shorten URLs (web addresses) in agent messages. The advantage of a

shortened URL is that it takes up fewer characters.

E X A M P L E

The URL http://inisoft.com/contact-center/syntelate/ is 44 characters long.

This URL can automatically be shortened to https://goo.gl/SgekoF, which at 21

characters is less than half the length of the regular URL.

When a customer clicks https://goo.gl/SgekoF, they are redirected to

http://inisoft.com/contact-center/syntelate/.

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When URL shortening is configured, agents do not need to do anything special to

use short URLs. The agent simply types the regular URL into the message box;

Syntelate XA then automatically shortens the URL when the agent sends the

message.

Note: Syntelate XA uses the Google URL Shortener API to shorten URLs. If you

do not already have an API key for this, you’ll need to create one before you

can complete the steps below.

For more information about the Google URL Shortener, see

https://developers.google.com/url-shortener/.

To configure the shortening of URLs, follow these steps:



2. In the Message gateway details section, click .

3. In the URL shortening service connection box, type

https://www.googleapis.com/urlshortener/v1/url.

4. In the URL shortening service key box, type your API key.

5. Click .

Note: If you do not want Syntelate XA to shorten URLs, leave the URL

shortening service connection and URL shortening service key boxes empty.

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9.3 Setting the Chat Disposition Codes

A chat disposition code is a reason for ending a chat, for example because the

customer’s query was answered. Whenever an agent ends a chat, they must select a

chat disposition code.

For each chat gateway that you configure (whether SMS, Facebook, Twitter, or web

chat) you must select the chat disposition codes that will be available for agents.

You can select any completion codes in your COMPLETION_CODE database table

that have field CALLCOMPLETE set to Y.

Tip: Think carefully about the chat disposition codes that you use. These will

be helpful when it comes to monitoring how your chat is doing.

For example, you may want to monitor:

The percentage of chats that are ended because the customer’s query

is answered

The percentage of chats that are ended because the customer is

directed to another channel

… and so on

You’d do this via chat disposition codes.

Warning: You must define at least one chat disposition code for each chat

gateway. Otherwise, your agents will not be able to end the chat.

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9.3.1 Adding a Disposition Code

To add a disposition code to a chat gateway, follow these steps:



2. In the Chat disposition codes section, click . The Add chat disposition

code page is shown.

3. In the Code dropdown, select a completion code.

4. Click .

9.3.2 Editing a Disposition Code

If you want to change a chat disposition code that you’ve previously added, you can

edit it. To do this, follow these steps:



2. In the Chat disposition codes section, click for the chat disposition code

that you want to change. The Edit chat disposition code page is shown.

3. In the Code dropdown, select a completion code.

4. Click .

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9.3.3 Deleting a Disposition Code

To delete a chat disposition code, follow these steps:



2. In the Chat disposition codes section, click for the chat disposition code

that you want to delete. The Confirm Delete dialog appears.

3. Click DELETE.

9.4 Setting the Chat Messages

Note: This task applies to chat gateways (which includes web, SMS, and

social media chats). For SMS and social media gateways, only the

NOACTIVITYMESSAGE chat message is relevant.

You can customize the messages that are automatically displayed when certain

events occur, for example:

When the customer is connected to an agent

When the customer uploads a file.

To edit the text of a particular message for your chat gateway, follow these steps:

1. Log in to Syntelate Studio.

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2. Click on the Message Gateway configuration tile:

3. Find which Universe you need to view, and click on its EDIT MESSAGE

GATEWAYS button:



5. In the Chat messages section, click for the chat message that you want to

edit.

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The Edit chat message page is shown.

6. In the Text message box, edit the text of the message.

7. Click .

Note: The chat message list is defined during the requirements gathering

stage for your Web Chat implementation.

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9.5 Setting the Fields to Be Written to the Interaction Table

You can configure what information Syntelate XA writes to the INTERACTION_X table

for your message gateway.

Note: Certain fields are written by default. Some of these, such as LKTL_

NUMTRIES, cannot be edited or deleted. Others, such as LKTL_TZOFFSET, can.

9.5.1 Adding a New Field

To configure a new field to be written to the INTERACTION_X table, follow these

steps:



2. In the Client Record section, click . The Add Client Record field page is

shown.

3. In the Field Name dropdown, select the column in the INTERACTION_X table

to write to.

4. Under Value, click From user value to enter a specific value to use for every

record, or From pre-defined function to select a function.

5. If you selected From user value, enter the value in the From user value box.

6. If you selected From pre-defined function, select the function in the From

pre-defined function dropdown.

7. Click .

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E X A M P L E

For his web chat topic, Jack wants to write the customer’s device

type to a field so that he can then display this information to

agents in a data entry element.

Jack clicks From pre-defined function and then selects Client

operating system from the dropdown.

9.5.2 Editing a Field

To edit a field that you’ve previously added, follow these steps:



2. In the Client Record section, click for the field that you want to edit. The

Client Record field page is shown.

3. Edit the field and/or how the field is filled.

4. Click .

9.5.3 Deleting a Field

To delete a field that you’ve previously added, follow these steps:



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2. In the Client Record section, click for the field that you want to delete.

The Remove Field dialog box appears.

3. Click REMOVE.

9.6 Setting the Fields for New Customers

When a customer starts an interaction such as a web chat, Syntelate XA matches

the customer’s details against your customer details table. If a match is found, the

customer’s record is retrieved. If a match is not found, Syntelate XA creates a new

record in your customer details table.

You can configure the fields that Syntelate XA writes to your customer details table

when it creates a new record for your message gateway.

9.6.1 Adding a New Field

To configure a new field to be written to your customer details table, follow these

steps:



2. In the New Customer Record section, click . The Add New Customer

Record Field page is shown.

3. Under Field is Active, click Yes to activate writing to this field or No to

disable it.

4. In the Field Name dropdown, select the column in your customer details

table to write to.

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5. Under Value, click either:

a. Use a specified value, to enter a specific value to use for every record

b. Use a pre-defined function, to select a function

c. Use a database counter, to select a database counter

6. If you selected Use a specified value, enter the value in the Use a specified

value box.

7. If you selected Use a pre-defined function, select the function in the Use a

pre-defined function dropdown.

8. If you selected Use a database counter, select the counter in the Use a

database counter dropdown.

9. Click .

9.6.2 Editing a Field

To edit a field that you’ve previously added, follow these steps:



2. In the New Customer Record section, click for the field that you want to

edit. The New Customer Record Field page is shown.

3. Edit the field, how the field is filled, and/or whether writing to the field is

active.

4. Click .

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9.6.3 Deleting a Field

To delete a field that you’ve previously added, follow these steps:



2. In the New Customer Record section, click for the field that you want to

delete. The Remove Field dialog box appears.

3. Click REMOVE.

9.7 Making a Message Gateway Active/Dormant

By default, a new message gateway is dormant. To use it, you need to activate it.

Note: You can only make a message gateway active if it contains at least

one field in the New Customer Record section. For more information, see

Setting the Fields for New Customers on page 70.

To make a message gateway active or dormant, follow these steps:

1. From the Message Gateway Configuration home page, click EDIT MESSAGE

GATEWAYS for the campaign containing the message gateway that you want to

edit.

2. Click MAKE ACTIVE / MAKE DORMANT for the message gateway that you want

to make active/dormant.

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Note: You can also make a message gateway active or dormant by editing

the Active field on the Message Gateway page.

9.8 Deleting a Message Gateway

If you want to disable a message gateway but think you might use it again, make it

dormant. See Making a Message Gateway Active/Dormant on the previous page.

If you know you’re never going to use the message gateway again, you can delete it.

To delete a message gateway, follow these steps:

1. From the Message Gateway Configuration home page, click EDIT MESSAGE

GATEWAYS for the campaign containing the message gateway that you want to

delete.

2. Click DELETE for the message gateway that you want to delete. The Remove

message gateway dialog box appears.

3. Click REMOVE.

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10. Glossary

This section explains terms that are used in Syntelate Studio.

auto-responsea web chat message that is automatically sent to the customer after a period

of inactivity by the customer or agent

chat disposition codea reason for ending a chat, for example because the customer's query was

answered

emojia small image such as a smiley face or a thumbs up

smart texta sentence or paragraph that an agent can quickly insert into a chat, for

example "Goodbye and thank you for contacting us"

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Support/Training

Questions? Contact Inisoft Support (+44 (0)800 668 1290, [email protected]).

Interested in Syntelate XA training for your call center? Then please get in touch

with our Professional Services team ([email protected]).

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mailto:[email protected]

mailto:[email protected]

Documents

Message Gateway Configurationhelp.inisoft.com/xa/2.0.0/resources/pdfs/Syntelate XA - Message Gat… · ©InisoftLtd2019 Contents 1.MessageGateways 5 1.1What’saMessageGateway? 6