Adding a Universe

There are two ways to add a new universe.

From the Universe Builder

To add a new universe from the Universe Builder, follow these steps:

  1. In the list of universes, click Add.
  2. In the Universe name box, type a name for the universe.
  3. Select what database tables Syntelate XA should automatically create for your universe.

Here’s some information about the tables that Syntelate XA can create for you:

  • Interaction table: A table (INTERACTION_X) that contains one record for every interaction between an agent and a customer, regardless of channel.

    For agents to be able to handle interactions, an INTERACTION_X table is required. As such, select Yes unless you plan to manually create an INTERACTION_X table.

  • Message tables: The database tables required for email, SMS, and chat:

    • INTERACTION_X_MESSAGE
    • INTERACTION_X_MESSAGEATT
    • INTERACTION_X_NEWMESSAGE
    • INTERACTION_X_NEWMESSAGEATT

    If you will be handling these types of interaction, click Yes to create these database tables.

  • Standard contact table: A CONTACT_X table for storing customer details. This includes some basic columns, but you can of course add other columns, depending on what information you want to store about your customers.

    Where you will use Syntelate XA to store customer details, we recommend you click Yes. Where customer details will instead be stored in an external CRM, click No.

From the Desktop Designer

You can also create a new universe when creating a new desktop in the Desktop Designer. You will be prompted to name your universe and to select which database tables you would like Syntelate XA to automatically create. For more information, see above.