Bright Pattern

Bright Pattern Integration

The first integration added is the Bright Pattern Call Center Solution, as shown in the Integrations main pane.

It is a software of Effortless Omnichannel Communications Across Voice, IVR, Email, Chat, SMS, MMS, Messengers with Omnichannel Quality Management and a Powerful Mobile App. That is, it provides customers and agents seamless, personalized, effortless communications across all voice and digital channels. It is a powerful omnichannel mobile app that puts the power of an omnichannel contact center in the hands of every agent and every employee.

For the integration to become operational, you must have already set up a Bright Pattern account, The steps to integrate it into the platform are:

1. Select the Bright Pattern card from the pane.
2. Select Next.

You will be taken to a window that addresses the details of the Bright Pattern integration, as shown.

There are two configuration steps, one associated with the Bright Pattern account, the Bright Pattern Information and the other with the platform communication channels to be used in the solution, identified as Connections.

Bright Pattern Information

Here you must have available both

1. The Tenant URL, and
2. The Scenario Identifier

The Tenant URL and Scenario Identifier will be of the form shown in the figure.

Introduce them in their designated entry boxes.

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NOTE

Once you've set up your Bright Pattern account and the required settings, Bright Pattern should provide you with the Tenant URL and Scenario Identifier; otherwise, please contact Bright Pattern support to request both credentials to integrate with us.

Connections

The next step is to select the platform channels that will be used for the interactions. This is done in Connections. In it, there is a pull-down menu that will offer the channels in the platform that can be used to establish the channels through which the Bright Pattern integration will be used. A sample screenshot is shown below.

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NOTE

If you want to engage (integrate) Bright Pattern with a Chatbot Service campaign, do not add any connections to the Bright Pattern.

The channels to be used in the Bright Pattern integration cannot be shared with the platform Keyword or Chatbot type campaigns as it would create an operational conflict.

Actually you are able to add two types of channel connections:

• SMS texting

• WhatsApp

In the future, we are going to add more channel connections to the Bright Pattern integration.

To configure the connecting channels,

1. Select the desired connection from the Available Connections dropdown menu. The left side of the connection corresponds to the channel type and the right side corresponds to the connection code.

2. Select the Add + button to add the connection.

Repeat this step for every channel that is part of the integration. The platform will include the selected channels in the table immediately below the menu.

Once both, the Bright Pattern Information and the Connections are defined, select Save.

In case you are integrating Bright Pattern to a Chatbot Service campaign, just enter the required fields to complete the Bright Pattern information without adding any connection and select Save.

Follow these steps, to enable the Bright Pattern integration according to the configuration set up (with and without connections) when you added the integration:

Bright Pattern Integration with Connections

The saved integration will be shown under the Integrations tab as a card, where you can view the values used in the integration for the Tenant URL, the Scenario ID, the connection types, and the options to delete or activate it.

Once both, the Bright Pattern Information and the Connections are defined, select Save. The saved integration will be shown under the Integrations tab as a card, where you can view the values used in the integration for the Tenant URL, the Scenario ID, the connection types, and the options to delete or activate it.

The next step is to activate the integration, done by selecting Start ▶. The integration card will be modified to show its active state, displaying the connection icons in blue.

Hovering the pointer over the connection icons in the card, will show the number/code associated with that connection.

Once the integration is active, Stop under Actions, will return it to the inactive state.

Bright Pattern Integration with Chatbot Service

Once you've added the Bright Pattern integration without including any connections, the next step is to enable the integration between Bright Pattern and Chatbot Service campaign.

The saved integration will be shown under the Integrations tab as a card, where you can view the values used in the integration for the Alias, Tenant URL, Scenario ID, and the options to delete or activate it.

The next step is to activate the integration, done by selecting Start ▶. The integration card will be modified to show its active state to enable.

Once enabled the Bright Pattern integration from the Integrations tab, the next step is integrate the Chatbot campaign and Bright Pattern. To know how to configure a chatbot campaign that will contain the bright pattern integration previously defined, go to the Chatbot Service section.

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NOTE

The Bright Pattern integration must be Active to be associated with a Chatbot Service campaign.

After creating the Chatbot service and enabling it in Live status, the integration card will be modified to show its active state, displaying the Campaigns icons.

By selecting the Campaigns icon, you will be able to see which campaigns the Bright Pattern integration is linked to.

It will display a dialog with the following information:

At the top of the dialog displays the integration type and the Alias of the integration.

• Campaign Id: Unique identifier of the campaign.
• Campaign Name: Name of the campaign.
• Integration Date: Date when creating the campaign linked to the integration and enabling it in Live status.

Considerations

If the Bright Pattern integration is linked to any campaigns, you will not be able to pause (stop) the integration. If you try to pause it, a dialog will be displayed mentioning that it is invalid the action required.

The steps to remove the Bright Pattern integration associated with campaigns are the following:

1. To remove the Bright Pattern integration, you must first disable the campaigns that the integration is linked to. To do it, go to the Live campaigns associated with the Bright Pattern integration. Then, select the Report button and click on the Pause button. It will display a dialog to confirm the action, select the Confirm button.

2. Finally, go back to the Integrations tab from the References section and select the Pause button.

   In case you want to delete the integration, select the Delete icon from the Actions buttons.

Viewing message exchanges

The Integration with Bright Pattern will allow you to verify and view the messages exchanged between the Bright Pattern platform and the customer on our platform in the Logs section.

For example, if the customer sends an SMS message of type MO, Bight Pattern will reply to that message according to how the user configured his account. Both messages are displayed in logs section as shown below:

The messages exchanged over the connection channels can be viewed under the message logs in the Messaging dashboard. At the bottom of the Messaging dashboard, select View all Logs.

You will be taken to a customizable version of the messaging log table that allows you to filter the table using different criteria.

Select the date range filter Show to narrow your search, and in the Search entry box, enter LiveChat, the attribute that characterizes the Bright Pattern integration, found under the Campaign ID column. The platform will show the message exchanges by connection type for that particular date range.

Below is a screenshot of a message log showing exchanges made over two connections, one SMS texting, and one WhatsApp connection, as part of an integration with Bright Pattern.

To view the details of the messages exchanged through the Bright Pattern integration, select the eye icon 👁 at the far right of the message of interest. The platform will show the details of that exchange in a pop-up window.