Discover the Click-To-Connect Administration Center

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This user guide will walk you through the C2C Administration center and provide a detailed description of what you need to configure your C2C instance and routing workflows.

Login to Administration Center

You will access the C2C Administration Center Login page by opening the following URL: https://click-to-connect-admin.openrainbow.io/ 

1. Click the ‘Login with Rainbow’ button
2. Authenticate using the Bot/Admin credentials that have been provided (your bot/admin email, password communicated by ALE).
3. After entering your credentials, click ‘Continue’ and allow the application to use your Admin Rainbow account
4. You are now connected to the C2C Administration Center Homepage.

Administration Center Homepage

Menu Overview:

Here is a snapshot of the C2C Administration menu highlighting the main functions behind the proposed options:

Screen Settings:

You can customize you screen appearance by clicking the bottom-right option:  

You will be led to the screen below where you can select the display mode (Light, Dark), color presets etc.…

Routing Rules Configuration

General Settings:

This page allows you to define some general/global parameters as described below:

Domains and Subjects management:

This is where the routing rules you need to implement will be defined.

You will access a 2-Level hierarchy:

Domain: Refers to the domain of the inquiry
Subject: Defines to specific nature of the subject under the Domain.

For each domain, you can assign many subjects:

Example: 

A city proposes to its citizen the ability to contact their administration team. You could define 3 domains: Education, Administration, Real Estate

For each of the domain, you associate specific subjects such as:

• Education: Primary school, Secondary school, Highschool
• Administration: Id Card, Passport, Birth certificate, Marital certificate
• Real Estate: Taxes, Housing regulation

Domain creation:

Steps to create a Domain:

1. Click the Domains & Subjects menu entry
2. Click '+Add a new Domain' option
3. Enter a Domain name in low caps, no spaces
4. Add a description (optional)
5. Click 'Add to the list' to get the new domain recorded

Warning: Please note that once the domain is created, it cannot be modified. You will have to delete it and create a new one.

Subject creation:

Steps to create a Subject assigned to a selected Domain:

1. Select the newly created Domain
2. Read the Tooltip against the ‘+Add a new Subject’ option
3. Click ‘+Add a new Subject'
4. Enter a subject name respecting the tooltip rules (lower case, no specials characters, no space, 20 characters max)
5. Populate the Label values against proposed language. 
   At least one field must be populated.
6. Click 'Add to the list'
7. You should see the subject added to the list

Assign Agents to a Subject:

This is an important step aiming at assigning your onboarded Agents (see Agent Onboarding chapter) to the relevant subject based on their expertise or responsibility.

Steps to assign one or more agents a selected Subject:

1. Select a Subject
2. Click the 'Edit' subject button (Lightning symbol)
3. The subject edition page is displayed
4. Click the '+ Assign agents' option
5. The Agent list is displayed
6. Select 1 or more agents to be assigned to the current subject from this list
7. Click 'Add to the list' to get the selected agents assigned to the subject
8. Any request that will come from either the Web or WhatsApp will consider the Agent list assign to the selected subject to start the interaction.

Agent Management:

By selecting the ‘Agents’ menu entry, you will be able to onboard agents that will integrate the pool in charge of handling the various incoming inquiries from customers or visitors.

1. Steps to onboard an Agent:
2. Select 'Agents' option
3. Add an agent by clicking '+Invite an agent' option
4. Enter the email of the new agent
5. Click 'Send'
6. Agent accepts the invitation to join Admin network"

User Interface

This section will allow you to define the language you need to be supported in your Web form, design and edit the web form proposed to the visitors as well as the chat interaction window between a visitor and an agent.

Overall UI Management:

By selecting the General Settings under User Interface, you will be able to:

1. Select the language that will be supported in the Web form based on the browser settings
2. Define the fallback language if a visitor is not using one of the pre-defined languages
3. Define a redirect URL when the web form page is not available
4. Select Auto answer option if needed. The Visitor is automatically brought to a conference if the case arises
5. Select automatic reply in Audio and video when a call is triggered by an Agent.

It is important to save any change performed by clicking the ‘Save Changes’ button.

Web Form Configuration:

By selecting the Form option, you will be able to access the Web Form configuration page.

You will be able to:

• Customize your Web form with your company logo (100x100 pixels)
• Reorder the form fields by dragging and dropping them
• Create new fields to be added to the form by clicking ‘+ Add new field’ option.

Steps to add a new field to the form:

1. Add a field to the pre-existing list of the form by clicking ‘+ Add new field' option
2. Select the 'Field Type' among the 4 types proposed (Text, Checkbox, Radio and Picklist).
3. Populate the values for the Field type selected.
4. Click 'Add to the list'
5. Click 'Save Changes'
6. The new field created should be visible in the form field list
7. Position the field as per your need

Once the Form has been edited:

• You will be able preview the changes by clicking the button Preview

or

•  You will be able to publish the edited form by clicking the button Saves Changes.

The form on your web site will be updated automatically in real-time.

Chat Window Configuration:

By selecting the Chat, you will be able to access the Chat window configuration page.

This is the Chat interface that will be proposed to a visitor as soon as the interaction begins with an Agent after the Web Form submission.

From there, the visitor will be able to chat, exchange documents and if requested to the agent, start an audio call and/or video call as shown in the preview proposed.

This configuration page will allow you to:

• Add your company logo (100x100 pixels)
• Define the color of the text messages (Visitor, Agent)
• The background of the window and more
• Customize your Welcome and end of conversation messages
• Customize a message informing the Agent that the Visitor has left the conversation.
• Enable specific function during an audio/video call (Other options)

Once the changes have been performed, it is important that you save your work by clicking the ‘Save Changes’ button.

Once the changes are saved, the Chat window preview should reflect them directly.

Control that changes are also reflected in the ‘Video’ window by clicking ‘Switch to video’ option in the preview.

This page allows you to predefine additional features that you want to enable:

• Use rear camera: During an audio/video call, allow the visitor to use its phone rear camera.
• Use switch IM/video: During a video call, enabling the switch between the text chat and the video conversation.
• Use screen sharing: Enable the screenshare during an interaction

WhatsApp Custom Messages Configuration

When a WhatsApp interaction starts, the visitor/customer will get a welcome message and will be prompted to reply to the questions related to the Domain and Subject of its inquiry.

You will have the ability to customize these messages by clicking ‘Settings’ under ‘Configuration menu entry.

Hereafter is the list of the messages you are able to customize as well as their size constraints (Meta/WhatsApp defines specifics about the field size that can be used).