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 an earlier version is upgraded to 23.100.0, 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.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Resource Management > Online Chat Multimedia Library.
   Figure 1 Multimedia Library Management page
   

2. Configure the common phrase library.
   1. Click the ChatPhrase Library tab and click to add a common phrase category.
   2. Enter a category name in the Phrase Type text box on the right, assign an OU, and click on the operation bar on the left to save the common phrase category.
   3. Select the new common phrase category and click Add in the lower right corner to add a common phrase.
   4. Enter the frequently used content in the Phrase text box and click Save. Only one common phrase can be added at a time. A common phrase can contain a maximum of 80 characters. If there are multiple common phrases, click Add to add them one by one.
   5. View the configured common phrases in the List of phrase. To delete an unnecessary common phrase, select it and click Delete. To edit a common phrase again, click Edit in the lower right corner and edit the content in the Phrase text box.

3. Configure the audio library, video library, image library, document library, or personalized emoji library. The following uses the audio library as an example.
   1. Click the Audio Library tab and click . The Add Category page is displayed.
   2. Enter a category name, assign an OU, and click Finish. The audio category is configured, and the system returns to the audio library configuration page.
   3. Click Upload. The file upload page is displayed.
   4. Enter a name, click next to Please select a file to upload, and select the file to be uploaded.
   5. Click Finish. The file is uploaded.
   6. (Optional) You can perform the following operations on uploaded files:
      • Click Play to play an audio 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 release uploaded multimedia data to the 5G platform. Multimedia data that is successfully synchronized can be sent to 5G message customers. The validity period of multimedia data released to the 5G platform is two months.
      • Click Release Result to view the result of releasing multimedia data to the 5G platform.

4. Configure the address library.
   1. Click the Address Library tab and click . The Add Category page is displayed.
   2. Enter a category name, assign an OU, and click Finish. The address category is configured, and the system returns to the address library configuration page.
   3. Click Upload. The address configuration page is displayed.
   4. 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.
   5. Click Finish. The address is configured.
   6. (Optional) You can perform the following operations on uploaded addresses:
      • Click Preview to view an address online.
      • Click Edit to modify the description of an uploaded address.
      • Click Delete to delete an unnecessary address.

5. Configure a rich text.
   1. Click the Rich Text tab and click . The Add Category page is displayed.
   2. Enter a category name, assign an OU, and click Finish. The rich text category is configured, and the system returns to the rich text configuration page.
   3. Choose Create. The Create Rich Text page is displayed.
   4. Set Name and Description, and enter the rich text content.
   5. Click Save. The rich text is configured.
   6. (Optional) 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.
   1. Click the Card Template tab. The template list page is displayed.
   2. Choose 5G Card and click New. The template configuration page is displayed.
   3. Configure 5G card template information.
      • name, title, and Description: Customize the values.
      • Media Type: The options are IMAGE, VIDEO, and AUDIO.
      • Media Resource: Click and select the corresponding media resource. The options are media resources that are successfully released 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.

           

           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 or Move Down to adjust the sequence.
   4. Click Save. The 5G card template is configured.
   5. Choose 5G Rotating Card and click New. The template configuration page is displayed.
   6. Configure 5G carousel card template information.
      • name, title, and Description: Customize the values.
      • Card Arrangement Direction: The options are perpendicular, leveling, and floats.
      • 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 Up or Down to adjust the playback sequence of a card.
   7. Click Save.

7. Create a WhatsApp template.
   1. Click the WhatsApp Template tab. The template list page is displayed.
   2. Click New. The Create WhatsApp Template page is displayed.
   3. Configure template information.
      • 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 Content: Configure Header, Body, Footer, and Buttons as required.
   4. Click Save. The WhatsApp template is configured.

8. Configure a WhatsApp template message.
   1. Click the Card Template tab. The template list page is displayed.
   2. Choose WhatsApp Template Message and click New. The template message configuration page is displayed.
   3. Configure template message information.
      • Template Message Name and Description: Customize the values.
      • WhatsApp Template Name: Select the template created in 7.
      • Organization Unit: The OU is automatically associated.
   4. Set Template availability times per day.

      If the number of times the template is sent in a day exceeds the configured value, the template message fails to be sent.

   5. Click Save.

9. Create a web card.
   1. Click the Card Template tab. The template list page is displayed.
   2. Choose WebCard and click New. The template configuration page is displayed.
   3. Configure card template information.
      • name, title, and Description: Customize the values.
      • Media Type: Only images are supported.
      • Media file type: Only JPG and PNG images are supported.
      • Media Resource: Click and select a media resource. The options are images uploaded in 3.
      • linking: Enter a URL for customers to click to go to the specified page.
        

        HTTP requests have security risks. HTTPS is recommended.

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

10. Create a co-browsing URL.
    1. Choose Cobrowse Site. The co-browsing URL list page is displayed.
    2. Click Create. The page for creating a co-browsing URL is displayed.
    3. Configure template information.
       • Name and Describe: Customize the values.
       • Cobrowse Site: Enter a proper URL for agents to click to send co-browsing requests to customers on the online chat workbench.
         

         HTTP requests have security risks. HTTPS is recommended.

    4. Click Finish. The co-browsing URL is configured.

11. (Optional) Select a configured multimedia data category and click to edit the category name. Click to delete an unnecessary category. Click to search for a category by keyword.
    

    The modification, deletion, and query are not supported on the Card Template tab page.

Follow-up Procedure

To send picture, video, audio, and personalized emoticon data to 5G subscribers, click the release button of the corresponding multimedia data to release the data to the 5G CSP platform. The size of a file released to the 5G CSP platform must be within 10 MB. The multimedia data released to the 5G CSP platform will expire in two months.