Managing the Multimedia Library

Prerequisites

To configure a card template for which a URL needs to be configured as a card option, an application for adding the URL to the address trustlist has been submitted to the system administrator and approved.

Context

After a version earlier than 23.100.0 is upgraded to the current version, the uploaded AAC file needs to be uploaded again. Otherwise, the old AAC file fails to be sent after the WhatsApp channel is connected to Infobip.

The multimedia file types supported by each channel are as follows.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Resource Management > Multimedia Library.
2. Configure the common phrase library.
   1. Click the Phrase tab and click to add a common phrase category and set the following parameters:
      • Category Name: Enter a maximum of 20 characters.
      • Organizational Structure: Select the OU created in Configuring OUs.
   2. Select the new category and click Create.

      Only one common phrase can be added at a time. A common phrase can contain a maximum of 500 characters. If there are multiple common phrases, click Create to add them one by one.

3. Configure the voice library, video library, image library, document library, and personalized emoji library. The following uses the voice library as an example.
   1. Click the Voice tab and click to add a voice category and set the following parameters:
      • Category Name: Enter a maximum of 20 characters.
      • Organizational Structure: Select the OU created in Configuring OUs.
   2. Select the new category and click Create.
   3. Set Name and click +Select File to select a local voice file in MP3, AAC, or M4A format.
   4. Click Save. The file is uploaded.
      You can perform the following operations on uploaded files:

      • : Enter the list mode and display data in a list. This button is available only for the video library, image library, and personalized emoji library.
      • : Enter the preview mode and display data on cards. This button is available only for the video library, image library, and personalized emoji library.
      • Click Play to play a voice file online.
      • Click Preview to preview a video or image file online.
      • Click Download to download an uploaded document online.
      • Click Edit to modify the description of an uploaded file.
      • Click Delete to delete an unnecessary multimedia file.
      • Click Release to publish an image, video, or voice file to the 5G VAS CSP. This button is not displayed in preview mode. The validity period of multimedia data published to the 5G platform is two months.
      • Click Release Result to view the result of releasing multimedia data to the 5G platform.
        NOTE:

        Before creating a 5G card or 5G rotating card, ensure that a multimedia resource of the image, video, or voice type has been released and approved.

4. Configure the address library.
   1. Click the Address tab and click to add an address category and set the following parameters:
      • Category Name: Enter a maximum of 20 characters.
      • Organizational Structure: Select the OU created in Configuring OUs.
   2. Select the new category and click Create.
   3. Set Name, Longitude, and Latitude. The longitude ranges from –180 to 180 and can contain 0 to 6 decimal places. The latitude ranges from –90 to 90 and can contain 0 to 6 decimal places.
   4. Click Save. The address is configured.
      You can perform the following operations on uploaded addresses:

      • Click Edit to modify the description of an uploaded address.
      • Click Delete to delete an unnecessary address.

5. Configure rich texts or plain texts. The following uses rich texts as an example.
   1. Click the Rich Text tab and click to add a rich text category and set the following parameters:
      • Category Name: Enter a maximum of 20 characters.
      • Organizational Structure: Select the OU created in Configuring OUs.
   2. Select the new category and click Create.
   3. Set Name and Description, and enter the rich text content.
   4. Click Save. The rich text is configured.
      You can perform the following operations on created rich texts:

      • Click View to view a rich text.
      • Click Edit to modify a rich text.
      • Click Delete to delete an unnecessary rich text.

6. Configure a card template.

   Click the Card Template tab. The template list page is displayed.

   • Configure a 5G card.
     1. Choose 5G Card and click Create.
     2. Set the following parameters:
        • name, title, and Description: Customize the values.
        • Media Type: The options are IMAGE, VIDEO, and AUDIO.
        • Multimedia Resource: Select a media resource of the corresponding type. The options are media resources that have been published and approved in 3.
        • Media height: The options are Short Height, Medium Height, and Tall Height.
        • (Optional) Organization Unit: Assign an OU.
        • Card Options
          1. Click Add Card Options to add a card option. A maximum of three card options can be added.
          2. Set Card Option Name and Card Display Text.
          3. Select an option type and configure the option content.

             If linking is selected, the option content must be a URL for customers to click to go to the specified page.

             NOTE:

             HTTP has security risks. Exercise caution when using it. You are advised to use HTTPS, which is more secure.

             If dial is selected, the option content must be a number for customers to dial.

             If reply is selected, the option content must be a phrase for customers to reply with.

          4. Click Move Up to adjust the sequence.
     3. Click Save. The 5G card template is configured.
   • Configure a 5G carousel card.
     1. Choose 5G Rotating Card and click Create.
     2. Set the following parameters:
        • name, title, and Description: Customize the values.
        • Card Arrangement Direction: Currently, the value can only be leveling.
        • Image Alignment Mode: The options are Left Alignment and Right Alignment.
        • Card Width: The options are Medium Width and Smaller width.
        • (Optional) Organization Unit: Assign an OU.
        • Card Options: Click Select Card, select a maximum of five created 5G card templates, and click Save. Click Move Up to adjust the playback sequence of a card.
     3. Click Save.
   • Configure a WhatsApp template message.
     1. Choose WhatsApp Template Message and click Create.
     2. Click Create. The Create WhatsApp Template page is displayed.

        If you have created a template on the Configuration Center > Resource Management > WhatsApp Template page, you can directly go to 6.e.

     3. Set the following parameters:
        • Template Name and Template Description: Customize the values.
        • Template Channel: Select the WhatsApp channel configured on the Channel Configuration page. For details about how to configure the WhatsApp channel, see Configuring the WhatsApp Channel.
        • Language: Select the language of the template.
        • Template availability times per day: Customize the number of times the template can be sent in a day. If the value is exceeded, the template message fails to be sent.
        • Template Content: Configure the template content as required, including Header, body, footer, and buttons.
     4. Click Save to return to the WhatsApp template message configuration page.
     5. Set the following parameters:
        • Template Message Name and Description: Customize the values.
        • Template Name: Select the WhatsApp template created in 6.b.

          After a WhatsApp template is selected, other parameters are automatically filled in with the data of the WhatsApp template.

     6. Click Save.
   • Create an interactive WhatsApp message.
     1. Click the Card Template tab. The template list page is displayed.
     2. Choose WhatsApp Interactive Messages and click Create. The WhatsApp configuration page is displayed.
     3. Configure basic information.
        • Customize Message Name and Description.
        • Set Business Solution Provider. The options are as follows:
          • infobip
          • Twilio
        • Customize Unique ID of a template. This parameter is displayed when Business Solution Provider is set to Twilio.
        • Set Organization Unit.
        • Set Message Type. The options are as follows:
          • Button Message
          • List Message
     4. Set parameters in the Template Content area.
        • Customize body and footer.
        • Set Header. This parameter is displayed when Business Solution Provider is set to infobip.
          • When Message Type is set to Button Message, select None, Text, Image, Video, or Attachments.

            If Text is selected, you need to set Header Content.

            If you select Image, Video, or Attachments, you also need to select a multimedia resource. Click to select a media resource of the corresponding type from the multimedia library.

          • When Message Type is set to List Message, set Header Content.
        • Customize body.
        • Set footer. This parameter is displayed when Business Solution Provider is set to infobip.
        • Set Button (mandatory when Message Type is set to Button Message).

          Click Create to create a button. A maximum of three buttons can be created.

        • Set List (mandatory when Message Type is set to List Message).
          1. Enter a list title.
          2. Click Create to create a list group. A maximum of 10 groups can be added to a list.
          3. Enter a group title and click to expand the group.
          4. Click Create to create a group option. A maximum of 10 options can be added to a group.
     5. Click Save. The interactive WhatsApp message is created.
   • Configure a web card.
     1. Choose WebCard and click Create.
     2. Set the following card template parameters:
        • name: Customize the value.
        • template type: The options are as follows:
          • Common type: If this option is selected, you need to set the following parameters:
            • title and Description: Customize the values.
            • Media Type: The options are IMAGE, Address, and VIDEO.
            • Multimedia Resource: Select a multimedia resource of the corresponding type.
            • linking: Enter a URL for customers to click to go to the specified page.
              NOTE:

              HTTP requests have security risks. HTTPS is recommended.

          • Card Options
        • Organization Unit: Select the OU created in Configuring OUs.
     3. Select a card display style. The options are as follows:
        • transverse
        • longitudinal
     4. Add card options.
        NOTE:

        When Card display style is set to transverse, a maximum of 15 card options can be added. When Card display style is set to longitudinal, a maximum of five card options can be added.

        1. Click Add Card Options.
        2. Set the following parameters:
           • Image property: Select an image resource configured in 3.
           • Card display text: Enter a maximum of 32 characters. The value cannot contain the following special characters: <>'"/\
           • Option Type: The options are as follows:
             • reply
             • linking
           • select content
             • When Option Type is set to reply, the value can contain a maximum of 256 characters and cannot contain the following special characters: <>'"/\
             • When Option Type is set to linking, the value must start with http or https.
               NOTE:

               HTTP has security risks. Exercise caution when using it. You are advised to use HTTPS, which is more secure.

     5. Click Save. The web card template is configured.

7. Create a co-browsing URL.
   1. Click the Cobrowse Site tab. The co-browsing URL list page is displayed.
   2. Click Create.
   3. Set the following parameters:
      • Name and Describe: Customize the values.
      • Cobrowse Site: Enter a proper URL for agents to click to send co-browsing requests to customers.
        NOTE:

        HTTP requests have security risks. HTTPS is recommended.

   4. Click Save.