Connexease Instagram Improvement

This document describes the integration of Instagram messaging through Connexease into the Tegsoft system and explains the messaging workflow. Once the integration is completed, Instagram messages will be transferred to the Tegsoft system in real time and managed by customer service agents.

For detailed information about Connexease:
https://docs.tegsoft.com/docs/connexease-integration

1. General Architecture

Connexease receives messages from Instagram and forwards them to the Tegsoft system via webhook. On the Tegsoft side, these messages are routed to the relevant queues and displayed on the customer service agent screen.

2. Channel Setup and Information Flow

The following information is provided by the Connexease team:

Channel ID
Username
Password
Account ID

3. Creating a Text Account in Tegsoft

Step 1:Go to Management

Step 2:Open Contact Center Settings

Step 3:Select Text Accounts

Step 4:Click Create New Account

Step 5:Enter the required information

Note: The Account ID represents the account number in the system and is critical for the integration.

4. Text Routing Configuration

4.1 Accessing Text Routing

Step 1:Go to Infrastructure Management

Step 2:Open Text Routing

Step 3:Click the + button

Step 4:Enter all required configuration details

4.2 Configuration Parameters

Priority: Defines the processing priority level of incoming requests

Idle Session Timeout: Time before an inactive session is automatically closed

Agent Timeout: Time allowed for an agent to respond before timeout occurs

Closed Webchat Display Time: Duration closed webchat sessions remain visible on the screen

Contact Message Timeout: Time before an unanswered contact message expires

Logo URL: URL of the logo image displayed in the system

Call Me Text: Text displayed for the “Call Me” feature

Notes: Internal notes or additional configuration information

Message Timeout: Validity duration for a message before expiration

Maximum Extra Webchat Count: Maximum number of additional webchat sessions assignable to an agent

Agent Management Access: Permission to access agent management features

Period to Check: Interval at which system checks or validations are performed

Hold Estimation Upper Limit: Maximum value used for hold duration estimation

Translation Provider: Service provider used for message translation

Session Timeout Message: Message displayed when a session expires

Session Timeout: Total duration before a session expires

Agent Ring Time: Duration an agent is notified before reassignment or cancellation

Agent Message Timeout: Time limit before an agent message expires

Leave When Empty: Defines system behavior when the queue becomes empty

Name: Identifier of the configuration or rule set

Close Auto Assign: Disables automatic assignment after a conversation is closed

Ring Strategy: Method used to distribute incoming requests to agents (e.g., round-robin, random)

User Name: Username associated with the related action or event