Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Multimedia Channels/ Configuring the X (Twitter) Channel
Updated on 2024-10-12 GMT+08:00
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Configuring the X (Twitter) Channel

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

Prerequisites

This feature is available only to regions outside the Chinese mainland.

  • 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

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Access Configuration > Channel Configuration.
  2. Click Newly created. The Configure Channel page is displayed.
  3. 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

    Dev environment label

    Value of Dev environment label of the X (Twitter) developer account. This parameter is mandatory.

    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.

  4. 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.

    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.

    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?.

  5. 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?.

  6. Click The next step. The Channel Integration page is displayed.

  7. 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.
  1. Return to the channel list.
  2. Select the new channel and click to export the channel information.
  3. Click and confirm that Status of the export task is Success.
  4. Click Download to obtain the exported channel information.