Configure users, credentials, and rights

Before configuring an event driven integration (EDI) for email AI analysis, make sure you have the following configurations in place in System Configurator.

Authentication

To get access to the orchestration layer, please contact Sinch support. Support will add a secret in Secrets manager with name orchestration-layer.

Email AI analysis user for Contact Management Interface (CMI)

Note:

If you're also using post-call transcription, you can configure the needed user rights for the same user. The user needs to have rights to the queues needed for both post-call transcription and email AI analysis.

Add a user for CMI to save AI analyses:

  1. Go to User and Role Management > Users and click Add New.

  2. Enter a first and last name and add the user to a user group. Select All Users if none of its subgroups are relevant.

  3. Go to Users > [user] > Authentication. Enter a password for the user.

    Do not use:

    • letters that aren't part of the Latin alphabet (for example, Scandinavian letters and umlauts)

    • the following special characters: ¤,£,€,½,§

    Select Assign Expiration Time for Service account and define an expiration time for the service account user.

  4. Go to Users > [user] > User rights.

  5. Give the user Manage contact history rights to the queue to save AI analyses.

    Note that rights are typically given for a queue group instead of a single queue.

    For a queue group:

    For a single queue:

Secrets in Secrets manager

Add credentials for accessing your CMI and RI:

  1. Go to System Management > Secrets manager and click Add New.

  2. Enter the details for your CMI email AI analysis user:

    1. Description: Describe what this secret is used for.

    2. Name: We recommend using the same name (cmi-email-analysis-user) as in this example so you'll be able to use the example JSON on the following pages without editing this part. If you define a different name for the secret, you'll just need to change the name in your JSON configurations.

    3. Secret: Enter the password of the CMI email AI analysis user you just created.

  3. Save your changes.

  4. Click Add New and enter the details for your RI access:

    1. Description: Describe what this secret is used for.

    2. Name: We recommend using the same name (ri-apikey) as in this example so you'll be able to use the example JSON on the following pages without editing this part. If you define a different name for the secret, you'll just need to change the name in your JSON configurations.

    3. Secret: Enter the API key used for accessing your RESTful interfaces.

  5. Save your changes.

Rights for agents to see AI analyses

For agents who need to be able to see the AI analysis in Communication Panel, add Manage contact history rights to the necessary queues or queue groups.

Note that rights are typically given for a queue group instead of a single queue.

For a queue group:

For a single queue:

Next, configure email AI analysis.