Setting the Fields for New Customers

When a customer starts an interaction such as a web chat, Syntelate XA matches the customer’s details against your customer details table. If a match is found, the customer’s record is retrieved. If a match is not found, Syntelate XA creates a new record in your customer details table.

You can configure the fields that Syntelate XA writes to your customer details table when it creates a new record for your message gateway.

Adding a New Field

To configure a new field to be written to your customer details table, follow these steps:

  1. From the Message gateways for campaign page, click VIEW for the message gateway that you want to edit.
  2. In the New Customer Record section, click Add. The Add New Customer Record Field page is shown.
  3. Under Field is Active, click Yes to activate writing to this field or No to disable it.
  4. In the Field Name dropdown, select the column in your customer details table to write to.
  5. Under Value, click either:
    1. Use a specified value, to enter a specific value to use for every record
    2. Use a pre-defined function, to select a function
    3. Use a database counter, to select a database counter
  6. If you selected Use a specified value, enter the value in the Use a specified value box.
  7. If you selected Use a pre-defined function, select the function in the Use a pre-defined function dropdown.
  8. If you selected Use a database counter, select the counter in the Use a database counter dropdown.
  9. Click Save.

Editing a Field

To edit a field that you’ve previously added, follow these steps:

  1. From the Message gateways for campaign page, click VIEW for the message gateway that you want to edit.
  2. In the New Customer Record section, click Edit for the field that you want to edit. The New Customer Record Field page is shown.
  3. Edit the field, how the field is filled, and/or whether writing to the field is active.
  4. Click Save.

Deleting a Field

To delete a field that you’ve previously added, follow these steps:

  1. From the Message gateways for campaign page, click VIEW for the message gateway that you want to edit.
  2. In the New Customer Record section, click Delete for the field that you want to delete. The Remove Field dialog box appears.
  3. Click REMOVE.