Setting the Fields to Be Written to the Interaction Table

When you create a message gateway, Syntelate Studio automatically updates certain fields in your INTERACTION_X table and displays them in the Client Record section of your Message Gateway configuration.

You use the Client Record section to manage what information Syntelate XA will write to the INTERACTION_X table when processing interactions for this message gateway. You can edit some of these fields and add new ones too.

EXAMPLE 

For his web chat topic, Jack wants to write the customer’s device type to a field so that he can then display this information to agents in a Data entry element.

Jack clicks From pre-defined function and then selects Client operating system from the dropdown.

About the Fields

Some of the provided fields cannot be edited and are displayed to you for reference only. They relate to system processes in Syntelate XA and do not need to be changed.

However, two of the provided fields can be edited. They relate to the business requirements of the Syntelate XA implementation and will require different values for each implementation. These fields are:

Field Description
LKTL_CBPRIORITY Allows you to set the priority level of interactions handled by this gateway. Accepts integers from 1 to 5, where 1 indicates the highest priority. The Worklist Engine looks at this when deciding what interaction to pass next to an agent.
LKTL_TZOFFSET Allows you to set the local time zone offset from Coordinated Universal Time (UTC). Include a minus symbol (-) if the time zone is behind UTC, for example, -1.

To edit those fields or to add or delete others, follow the instructions below.

Editing a Field

  1. In the Client Record section, click Edit for the field that you want to edit. The Client Record field page is shown.
  2. Edit the field and/or how the field is filled.
  3. Click Save.

Adding a Field

To allow the message gateway to write an additional field to the INTERACTION_X table, follow the steps below.

Tip: For social media message gateways you must add a field called LKTL_INTERACTIONTYPE. The value of the field should be one of the following codes, entered exactly as shown:

Social media message gateway Value for LKTL_INTERACTIONTYPE
Facebook Messenger FB_API
WhatsApp via Sunshine Conversations SUN_CHAT
WhatsApp via MessageBird MSGB_CHAT
  1. In the Client Record section, click Add. The Add Client Record field page is shown.
  2. In the Field Name dropdown, select the column in the INTERACTION_X table to write to.
  3. Under Value, click From user value to enter a specific value to use for every record, or From pre-defined function to select a function.
  4. If you selected From user value, enter the value in the From user value box.
  5. If you selected From pre-defined function, select the function in the From pre-defined function dropdown.
  6. Click Save.

Deleting a Field

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

  1. In the Client Record section, click Delete for the field that you want to delete. The Remove Field dialog box appears.
  2. Click REMOVE.