Bird is the integration gateway for WhatsApp, providing the infrastructure to send and receive text messages via the WhatsApp platform. All WhatsApp usage and DID costs will be invoiced directly to you from Bird.

Complete the following steps:

1. Create a Bird Account
2. Set Up a WhatsApp Channel via Bird
3. Create an Access Policy
4. Create an Access Role
5. Create an Access Key

Note: Your Voice Specialist will inform you of the number of required DIDs that need to be set up with Bird.

Create a Bird Account

1. Create a Bird account.
2. Provide your company email and log in.
3. Navigate to Settings.
4. Navigate to the Organization tab and create a new organization.
5. Navigate to the Workspace tab and click Create new workspace.

Set Up a WhatsApp Channel via Bird

1. 1. Navigate to Channel Management.
   2. Navigate to WhatsApp Management as shown in the image below.
      
   3. A page with instructions for installing WhatsApp will appear. Please read it, and then click Install WhatsApp. Follow the instructions as prompted.

Create an Access Policy

An access policy is a set of rules that determine access to one or more resources.

Resources Table

For a successful Bird integration with Contact Center, you need access to the following resources within Bird:

Note: The Organization ID is the unique identifier for your organization, and you will need this number to create an access policy.

Find your Organization ID

1. Log on to your Bird account.
2. Open User Settings. The Settings page appears. The Organization ID will be in the Resource’s Definition column, as shown in the image below.

Note: Save the Organization ID in a location where you can easily find it later.

Create an Access Policy

1. Log on to your Bird account.
2. Navigate to Access Policies.
3. The Access Policies page appears. Click Create Custom Policy.
4. The Create Custom Policy page appears. Enter a suitable Policy name and Policy description.
5. Using the Resources Table, create policy definitions. For example, the image below shows a policy definition of the first row in the table.

Note: You MUST create policy definitions for each resource. When done, click Save. Bird will verify the access policy and alert you to any errors, if applicable.

Create an Access Role

An access role is a set of one or more access policies that can be assigned to one or more access keys. Access roles can be managed via Security Access Roles.

1. Log on to your Bird account if you haven’t already.
2. Navigate to the Access Roles When the Access roles page appears, click Create Role.
3. In the page that appears, enter a suitable Role name and Description.
4. Now you can attach the access policy you created in Creating an Access Policy. Navigate to the folder labelled Other permissions. Scroll to find the access policy you created previously and click the checkbox to select it. For example, the image below shows that a policy named ApiPolicy has been selected.
5. Click Create role when done.

Create an Access Key

Bird integration uses access keys for HTTP request authentications. Access keys are associated with roles to limit the scope of access they provide. We strongly recommend limiting access key permissions by assigning the minimum required access roles to them.

1. Log on to your Bird account.
2. Navigate to the Access Keys When the Access Keys page appears, click “Add New Access Key.”
3. In the Add new access key page that appears, enter a suitable Key name and Key description. Click the Add new role button, and then choose the role you created in Creating an Access Role.
4. Click Save when done. Your new access key has been created, and the Bird app displays the new access key token.

Note: The access key token will be displayed ONCE. You MUST copy it and save it in a file that you can retrieve later.

To use Inbound SMS to Chat, you require a subscription to an SMS enabled number from Twilio that is configured for UCx Contact Center. Your SMS number subscription and text messaging usage fees will be billed directly to you by Twilio.

Complete the following steps:

1. Create a Twilio Account
2. Set up an SMS chat account using Twilio
3. Register for A2P 10DLC
4. Register a campaign with Twilio

Note: Your Voice Specialist will inform you of the number of required DIDs to set up with Twilio.

Create a Twilio Account

1. Navigate to: https://www.twilio.com/en-us
2. Click the Start for Free button in the top right corner of the webpage.
3. Complete all the fields on the next page and click Start Free Trial
4. After completing the initial setup, you will be prompted to verify your email and phone number information. When that is complete, you will be redirected to the page shown below. Please enter the following information:
   • Which Twilio product are you here to use: SMS
   • What do you plan to build with Twilio: Alerts & Notifications
   • How do you want to build with Twilio: With minimal code
   • What is your preferred coding language: JavaScript
   • Would you like Twilio to host your code? No, I want to use my own hosting service
5. Click Get Started with Twilio
6. When you have created your Twilio account, you will be routed to the page shown below.
7. Navigate to the left-hand side of the page under # Phone Numbers > Manage > Buy a number
8. After purchasing a number, provide the purchased phone number, and the Account SID and Auth Token located in the Account Info section to your Voice Specialist.

Note: If more than one DID is required, repeat steps 7 and 8 until all DIDs are purchased.

Set up an SMS Chat Account using Twilio

1. Log in to your Twilio account.
2. Click on the Eye icon to reveal the AUTH TOKEN.
3. Record the Account SID and the AUTH TOKEN. You will need these when updating your SMS Chat Settings in the
4. Click on Phone Numbers to access the Phone Numbers page.
5. Click on the Phone Number to be configured for Chat.
6. Scroll to the bottom of the page and update the Messaging section
   • From the CONFIGURE WITH drop-down menu, select Webhooks/TwiML.
   • From the A MESSAGE COMES IN drop-down menu, select Webhook and enter the following URL:
     •  https://pop1-apps.mycontactcenter.net/SMSReceiver/ReceiveTwilioSMS.aspx
   • From the PRIMARY HANDLER FAILS drop-down menu, select Webhook and enter the same URL as noted above.

   

7. Click Save.

Register for A2P 10DLC

Visit Twilio’s Help Center Article for instructions to register for A2P 10DLC.

Register a Campaign with Twilio

Visit Twilio’s Help Center Article for instructions to register a campaign.

Appendix

Helpful Links and Troubleshooting

• For a video that will help you configure your DIDs, click here.
• For more information about setting up and troubleshooting Twilio, see Twilio’s Help Center

What is A2P 10DLC?

A2P 10DLC refers to Application-to-Person 10–Digit Long Code, a messaging standard in the United States that allows businesses to send SMS messages to customers using standard 10-digit phone numbers.

Unregistered SMS/MMS messages will be blocked, and none of your recipients will receive any messages until registration is complete. Messages sent by unverified providers will be subject to heavier filtering by mobile carriers. This means they will not allow any unregistered traffic to leave the sender’s inbox.

This guide will help you prepare effectively for an efficient Contact Center configuration review meeting.

Call Attendees

It is recommended that you invite the following representatives to the configuration review conference call:

• Contact Center Managers and/or Supervisors
• Anyone else who has the required information listed below or would benefit from participating in this call

Required Information

Please bring the following information to the UCx Contact Center Configuration Review call.

Remote Agents

If any agents work remotely:

• How many agents work remotely?
• Remote agent locations:
  • Location Address -or-
  • A unique identifier, such as “Shaun’s Remote Office”

Current Call Statistics

• What is the highest expected call volume on a typical day?
• Do you have fewer than 1000 calls per day on average?

Interactive Voice Response (IVR) Details

What are your IVR requirements? Topics include:

• Voice Prompts
• Menus
• Touch-tone inputs
• Holiday/After-Hours Workflow
• Other

Reporting Requirements

Please visit the following link to review available reports. You will automatically get access to all available reports when your Contact Center goes live.

If any of the available reports do not meet your reporting needs, please bring information or examples of your additional reporting requirements. Creating these custom reports will be part of your Contact Center implementation.

Other Topics

The following topics will also be discussed during the call, but do not require advanced preparation on your part:

• Agent Settings and Platform: How your agents will work within the Contact Center.
• Real Time Monitoring Dashboard: How your supervisors and managers will monitor the Contact Center.
• Agent and Supervisor Training Plans: Who will we train, and a discussion about which training method works best for your team.

After the Configuration Review

Once we have all the necessary configuration information, we will begin building your Contact Center Solution. Your Project Manager will work with you to plan for User Acceptance Testing, Training, and to schedule your Go-Live date.

The first step in the service relationship is Onboarding. Onboarding encompasses the initial setup activities required to ensure that the ongoing service meets your specific technical and customer service requirements. This includes gathering all of your Contact Center configuration requirements, setting up your Contact Center Environment, and training your Contact Center Supervisors and Agents so they are ready to hit the ground running. The onboarding process is led by the TPx team, and with your engagement, it can be completed within 30 business days, depending on availability.

Our goal is to deliver a seamless customer experience for you throughout the onboarding process.  As part of this, you will be assigned a dedicated Project Manager. This individual will be your primary point of contact for managing the onboarding process and coordinating with other TPx experts who are part of your onboarding team.

Service Onboarding

Service onboarding includes the following major tasks/milestones:

1. Voice Specialist Resource Request
   • Your Project Manager will request and schedule a Voice Specialist resource to lead the technical onboarding process.
2. Welcome/Kickoff Call
   • Your dedicated Project Manager will schedule the initial welcome call.
   • An overview of the provisioning process will be provided.
   • Contracted services will be reviewed.
   • General project timelines, activities, and responsibilities will be discussed and confirmed.
   • A review of the information collected to date will be performed.
3. Solution Design Call
   • Your dedicated Project Manager will schedule the Solution Design call.
   • Your Contact Center product requirements will be gathered by a Contact Center Solution Expert.
   • You will sign off that your requirements are complete and accurate.
4. Configuration Review Call
   • Your dedicated Project Manager will schedule the Configuration Review call.
   • Contact Center Configuration Engineers will gather detailed information about how you would like your Contact Center built and configured. Topics include Interactive Voice Responses (IVRs), hold times, hours of operation, call routing, and more.
5. Build Review Call
   • Your dedicated Project Manager will schedule the Build Review call.
   • Contact Center Configuration Engineers will review your Interactive Voice Response (IVR) setup to confirm it aligns with your requirements.
6. Configuration Training Call
   • Your dedicated Project Manager will schedule the Configuration Training call.
   • Contact Center Configuration Engineers will train members of your team on how to configure your Contact Center solution so you can make key updates such as adding new agents, updating holiday hours, and more.
7. Environment Setup
   • Taking what you learned from Configuration Training, you can start setting up your Contact Center environment.
   • If you do not have the resources necessary to perform this step, TPx will set up your environment on your behalf.
8. User Acceptance Testing
   • Your dedicated Project Manager will schedule the User Acceptance Testing call.
   • We will test all voice prompts, menus, and touch-tone inputs with you to confirm all configured items are set up and working correctly.
9. Agent Training Call
   • Your dedicated Project Manager will schedule the Agent Training call.
   • Contact Center Configuration Engineers will train your Agents on using your Contact Center solution, so they are ready to go on day one.
10. Go/No Go Call
    • Your dedicated Project Manager will schedule the Go/No Go Call
    • We will review our Go-Live Readiness Checklist to ensure your Contact Center solution is set up to your satisfaction, and that all technical configuration items have been completed.
11. Go Live Call
    • Your dedicated Project Manager will schedule the Go Live call.
    • Your Contact Center solution will be turned on and all functionality confirmed.
    • If applicable, your Voice Specialist will turn down any TPX-managed solutions being replaced by your new Contact Center.
12. Reporting Training Call
    • Your dedicated Project Manager will schedule the Reporting Training Call.
    • Contact Center Reporting experts will train your Managers and Supervisors on all available reports so they can access all information necessary to manage and support your Contact Center.

Onboarding Timeline

Service Onboarding generally takes up to 30 business days to complete. This timeline is contingent upon the availability of customer and technical details, as well as the complexity of your Contact Center solution.