Skip to main content
Skip table of contents

Register Channel Connector

Define a ChannelConnector in Expertflow CX Unified Admin to send and receive customer messages to and from HybridChat.

Quick Links

Step 1: Add Channel Type

Expertflow CX supports a few channel types out of the box. If you are planning to develop a connector for a different channel type, create a new ChannelType. 

Click New Channel Type button on the top right hand side. Following table lists the attributes of the New Channel Type form. A sample of the filled form is provided on the right-hand side.

AttributeValue
NameName of the channel 
Media Routing Domain

Select the media routing domain e.g. voice, chat etc. the channel type. 

Channel Type LogoUpload logo of the channel

Step 2: Add Channel Provider

Click Unified Admin → Channel Manager → Channel Provider → New Channel Provider.  Following table lists the attributes of the New Channel Provider form.  A sample of the filled form is provided on the right-hand side.

AttributeValue
NameName of the channel provider
Supported Channel Types

Select the channel type(s) from the list of given channels. More than one can be selected. If you have created a new channel, it will also be shown in this list. 

Provider Webhook

Specify the Webhook for the channel to listen to events from CCM. It should be noted that currently all out-of-box connectors are deployed as a service within same instance of Expertflow CX.  The address of the webhook can be taken from service name. The format of specifying webhook is 

e-g http://ef-web-channel-manager-svc:7000

Add Custom Attributes

User defined custom field. Can be channel-specific. For example, for Facebook  API Key is required in order to integrate connector with channel. 

Define the custom field in this UI. Value of the field is specified in the Create Connector which is the Step 3 in this guide.

The API for updating these custom attributes between channel-CCM is provided here on Channel Connector Configuration page.

Channel Provider Configurations


Step 3: Create Connector

Click Unified Admin → Channel Manager → Channel Connector → Create Connector.  Following table lists the attributes of the Channel Connector. A sample of the filled form is provided on the right-hand side.

AttributeValue
NameName of the channel provider
Channel Provider Interface

Select the channel provider you created in Step 1 in Channel Provider

Channel Connector Configurations

Step 4: Create New Channel

The next step of the registration process is to connect channel to connector. Click Unified Admin → Channel Manager → Channel → New Channel.  Following table lists the attributes of the Channel Connector. A sample of the filled form is provided on the right-hand side.

AttributeValue
NameName of the channel provider
Service Identifier

Select the channel provider you created in Step 1 in Channel Provider

Bot IDThe name/ID of the bot integrated with this channel
Response SLATime in seconds to respond before the request is re-routed
Channel ConnectorSelect the connector created in Step 4
Customer Activity TimeoutSet time in seconds 
Channel ModeSelect options for setting up the mode i.e. Hybrid
Agent Selection PolicyCurrently there is one policy i.e. the longest available
Agent Request TTL (sec)Set time in seconds 
Routing Mode

Select one of the two modes:

  • Push
  • Pull
Default QueueSelect the available queues in the list
Route To Last AgentToggle Button for routing the previous agent
Default Outbound ChannelToggle Button for making this the default outbound channel


Step 5: Create Channel Identifier for Customer Identification

The final step of the registration process is to associate customers with the channel that we created in Step 4. This customer-channel association will help us identify which customers use this channel to connect with Agents/Hybrid Chat.  

To do this, login to Unified Agent Console with Admin access.  Click Unified Agent → Customer Schema → Create New Attribute.  Following table lists the fields. A sample of the filled form is provided on the right-hand side.

AttributeValue
LabelName of the attribute e.g. channel identifier
Description

Describe the attribute

Field typeIn this case, String should be selected 
Number of Charactersattribute value length - valid only for strings
Mandatory AttributeWhen checked, the field value cannot be left blank
PIIPersonal information identifiable. It is used to encrypt information of the customer. When checked, the information for the customer will be encrypted.
Channel IdentifierWhen checked, the attribute contain the channel type used by the customer. Should be selected from Select Channel drop down. Select the channel that we created in Step 4.

For the Connector-CCM message exchange, please click through to the Messages page.

JavaScript errors detected

Please note, these errors can depend on your browser setup.

If this problem persists, please contact our support.