Configuring the Twitter Channel

Prerequisites

• The system administrator has uploaded the Twitter authentication certificate on the Configuration Center > System Management > Certificate page.
• You have obtained developer information from the Twitter Developer Platform.
  1. Visit the 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

• Twitter allows a project to connect to multiple systems, but the AICC requires that one 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 Twitter are changed on Twitter, you need to modify the involved Twitter channel as follows: Sign in as a tenant administrator, choose Configuration Center > Access Configuration > Channel Configuration, click Modify 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 New. The Social Media Enabling Configuration page is displayed.

   Set Channel Access Code, select TWITTER, and click Next.

   

   The channel access code 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 (_).

3. On the Choose configuration method page, set Twitter channel parameters.

   Table 1 Twitter channel parameters

   Parameter	Description
   Personalized Configuration
   API key API key secret Access Token Access Token Secret	Enter the information obtained from the Twitter Developer Platform.
   Dev environment label	Value of Dev environment label of the Twitter developer account. This parameter is mandatory.
   Select an Encryption Algorithm	Encryption algorithm used for 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.
   Common Configuration
   Channel access code	The channel access code set in 2 is displayed and can be modified.
   OU Configuration	Select an OU created in Configuring an OU to assign it to channel resources.
   Info Configuration	Set the following parameters: Skill Queue: The options are all multimedia called routes of the current tenant space. Select an option as required. Keyword for Transfer to Agent: Keywords for switching from chatbot service to manual service. After a customer enters any of the keywords on the Twitter client, chatbot service is switched to manual service. NOTE: If the intelligent chatbot is disabled, you do not need to set this parameter.
   Dialog End Method	This function is disabled by default. If it is disabled, the default timeout period is 20 minutes. If it is enabled, you need to configure the following: Prompt Interval for No Reply (min): If a customer does not reply on the client within this period, the session is disconnected. Conclusion: The system sends this end reminder after the session is disconnected.
   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 Time Notification: Notification displayed when a customer calls in non-working time.
   Chatbot Configuration	This function is disabled by default. If it is enabled, customers are preferentially connected to the chatbot. Set the following parameters: Change Avatar: Chatbot avatar. Name: Chatbot name. Gender: Chatbot gender. Chatbot Access Code: Chatbot access code configured in the intelligent IVR. Default reply: Customized reply displayed when the chatbot cannot recognize the intent of a customer. Timeout reply: Customized reply displayed when the session with a customer times out. Prompt for transfer to agent: Customized prompt message indicating that chatbot service is switched to manual service. Silent Agent Skill Queue: The options are all multimedia called routes of the current tenant space. Select an option as required.
   Robot Assistant Configuration	This function is disabled by default. If it is enabled, the chatbot assistant is enabled on the agent side. Assistant Access Code: Chatbot assistant access code configured in the intelligent IVR.

4. Click Save And Proceed To The Next Step. The Integration instructions page is displayed.

   

5. 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.