Configuring the X (Twitter) Channel

A tenant administrator can configure the X (Twitter) channel for customers to access.

Prerequisites

This feature applies only to regions outside the Chinese mainland.
This feature is supported only for demonstration in AICC 25.200.0 and cannot be put into commercial use. If commercial use is required, the AICC needs to be upgraded to AICC 25.200.0.SPC1.
The account corresponding to the channel is provided by the customer, and the customer shall bear the related expenses incurred by this account.

The system administrator has uploaded the X (Twitter) authentication certificate on the Configuration Center > System Management > Certificate page.
You have obtained developer information from the X (Twitter) Developer Platform.
1. Visit the X (Twitter) Developer Platform at https://developer.twitter.com/en to apply for a developer account for personalized configuration. View the account information on the page shown in the following figure.
2. View the API Key & Secret and Access Token & Secret parameters.

Context

X (Twitter) allows a project to connect to multiple systems, but the AICC requires that one X (Twitter) project connect to one channel to prevent duplicate messages.
If the API key, API key secret, access token, and access token secret provided by X (Twitter) are changed on X (Twitter), you need to modify the involved X (Twitter) channel as follows: Sign in as a tenant administrator, choose Configuration Center > Access Configuration > Channel Configuration, click Edit in the Operation column corresponding to the involved channel, and update the values of API key, API key secret, Access Token, and Access Token Secret.

Procedure

Sign in to the AICC as a tenant administrator and choose Configuration Center > Access Configuration > Channel Configuration.
Click New. The Create Channel page is displayed.

Set channel information parameters.

**Table 1** Channel information parameters
Parameter	Description
Channel Selection	Select X (Twitter).
API key	Enter the information obtained from the X (Twitter) Developer Platform.
API Key Secret
Access Token
Access Token Secret
Account Level	Webhook real-time message push is enabled for enterprise-level accounts by default. Accounts of other levels do not support real-time message push. The number of messages that can be pulled is limited by X (Twitter). As a result, full message synchronization to the AICC cannot be ensured. You are advised to use an enterprise-level account in the commercial use phase. Select an account level based on site requirements. Value options: Basic: basic level Enterprise: enterprise level Pro: advanced level NOTE: If you select Enterprise, the Webhook mode (push mode) is used to obtain messages. If you select Basic or Pro, the pull mode is used to obtain messages. The AICC pulls messages from X (Twitter) every minute.
Interconnection Encryption Algorithm	Encryption algorithm used for X (Twitter) interconnection. The options are as follows: SHA-1 SHA-256 NOTE: SHA-1 is not strong enough, which poses security risks. If the platform supports SHA-256, you are advised to use this algorithm, which is stronger.

Set basic configuration parameters.

**Table 2** Basic configuration parameters
Parameter	Description
Channel Name	The channel name must be unique. The code can contain a maximum of 64 characters, including only letters, digits, and underscores (_), and can start only with a letter or an underscore (_).
OU Configuration	Select an OU created in Configuring OUs to assign it to channel resources.
Skill Queue	The options are all multimedia called routes of the current tenant space. For details about how to configure a called route, see Configuring Called Routes. The search criterion All accessible organizations is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement. When the tenant parameter is set to Yes, the called route can be searched by OU. In addition, a non-administrator account that is not configured with the OU permission can search for only the called routes under the current OU.
Keyword for Transfer to Agent	Keywords for switching from robot service to manual service. After a customer enters any of the keywords on the client, robot service is switched to manual service. NOTE: If the intelligent robot is enabled, this parameter must be set.
Agent Work Time	Workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment. Non-workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment. Non-working days are set on the Configuration Center > Workbench Configuration > Service Time page.
Non-Working Time Notification	When a customer call is connected to an agent in non-working time, this message is displayed to notify the customer that the agent is in rest state.
Queue Reminder	Queue reminder mode. All Reminders Queue Reminder Queue Progress Reminder Close Reminder
Queue Reminder Content	Queue reminder content. The value can contain a maximum of 256 characters and cannot contain the following special characters: <>'"/\ This parameter is mandatory when Queue Reminder is set to All Reminders or Queue Reminder.
Queue Progress Reminder Content	Queue progress reminder content. The value can contain a maximum of 256 characters and cannot contain the following special characters: <>'"/\ Variables can be set. The bound variables can only be user ID (${userId}), username (${nickName}), queue position (${position}), and estimated waiting time (${waitTime}, in seconds). Default value: You are currently in the queue, in position ${position}, and are expected to wait for ${waitTime} seconds This parameter is mandatory when Queue Reminder is set to All Reminders or Queue Progress Reminder.
Call Transfer Interaction Times	The call transfer function can be used only when the number of messages sent by an agent to a customer reaches the set value. When the value is 0 or empty, the agent can use the call transfer function at any time.
More
Last Agent Mode	For details, see How Do I Enable the Last Agent Mode?
Session End Due to No Customer Reply	For details, see How Do I Set Session End Due to No Customer Reply?
Session Transfer Due to No Agent Reply	For details, see How Do I Set Session Transfer Due to No Agent Reply?
Session Transfer	For details, see How Do I Set Session Transfer?

Set robot configuration parameters.

**Table 3** Robot configuration parameters
Parameter	Description
Connecting to the Intelligent Robot	For details, see How Do I Enable Connection to the Intelligent Robot?
Access Robot Assistant	For details, see How Do I Enable Connection to the Robot Assistant?

Click The next step. The Channel Integration page is displayed.
Visit the URL and click Submit to perform token authentication. If the token passes the authentication, the access is successful. Return to the AICC and click Submit. The Successful access page is displayed.

Follow-up Procedure

Export channel information.

All information under Basic Configuration and Robot Configuration can be exported. Passwords and keys cannot be exported.
A maximum of 100,000 channel records can be exported at a time, and a maximum of 2000 records are allowed in an exported file.
If no channel is selected, all channel information is exported by default.
Enter a compression password and click to view the plaintext password.