Integrations

In the Integrations tab in the Preferences section, is a new capability of the Digital Customer Engagement platform that shows third-party solutions that can be added to the interaction flows with your customers using the platform as the communication vehicle.

The screenshot above, shows the main pane of the Integrations section. When no integrations have been added to the platform, the pane will be empty. To begin adding integrations, select +Add Integration.

The platform will take you to the Integrations main window where all the available integrations will be shown. We are initiating integrations by offering the Bright Pattern Contact Center solution. As other integrations become available their details will be covered in this section.

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.

📘

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.

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.

📘

NOTE

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.

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.

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.

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.