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Channel Integrator Architecture

Channel Integration Architecture is the ability of a system to integrate multiple communication media for data or resource manipulation, an omni-channel system must be able to adapt new resources and channels as they become more important and recognized as reliable information management means.

Lynn through its connectors and communication resources allows to give to developments and ancillary systems the omni-channel characteristic opening the door to a bigger and more extensive source of information intake. Lynn adds value to your conversations implementing strategies that contemplate the use of multi-channel mechanisms, managing interactions with social networks and conversational engines extending the capacity of your social channels.

Channel Integrator Architecture

Channel Details

Channel integration is one of the main functions of Lynn as an integration framework. Conceptually, all messaging transaction resources connected to Lynn are established as communication channels. However, data ingestion channels oriented towards interactions are usually the main focus and have their own space in Lynn's designer. In that sense, we can identify those channels oriented towards chat transactions and social media.

Whatsapp

DefinitionThe WhatsApp (WA) channel is a social networking channel primarily focused on chat messaging. The integration process for this channel typically depends on an external integration provider or an implementation of FB WA Business. The availability of integration providers may vary depending on Lynn's status and version, and it's essential to consider the terms and conditions of these providers to determine the integrator's capabilities regarding data and media handling. Once the parameters for accessing the WhatsApp numbers from the provider are configured, Lynn will be able to transact messaging and media with the social network, always in accordance with the limitations established by the network and the platform's agreements/terms and conditions of use.
Social Network Approval Process The application approval process can take up to two weeks, depending on the social network's analysis and timelines. In this approval process, the social network ensures that the application complies with the platform's requirements for operation and ensures proper functioning. It's important to note that this process must link the number associated with the social network to the application management model within the social network, which inevitably requires access to the administration of the phone or device associated with it.
Message Limits Declared by META Message limits determine the maximum number of conversations initiated by the company that you can start with each of your phone numbers in a renewable 24-hour period. A conversation initiated by the company begins when the first template message is delivered to a customer and ends 24 hours later. This limit automatically increases based on the phone number's status, the phone number's quality rating, and how frequently the company initiates conversations with unique customers. For more information, please refer to the documentation on de META .

FacebookMessenger and FacebookComments

Definition Facebook (FB) is a social networking channel that is divided into Comments and Direct Messages (FB Messenger) based on its integration. Integration of this channel is accomplished by incorporating key parameters from an application provided by the social network. Once the access parameters to the application are configured in Lynn, it will be capable of transacting messaging and media with the social network, always in accordance with the limitations established by the network itself and the agreements/terms and conditions of use of the platform. To learn how to incorporate these channels into Lynn, you can refer to How to Add Facebook Channels?.
Social Network Approval Process The application approval process on the Facebook platform can take up to two weeks, depending on the analysis and timelines provided by the social network. During this approval process, the social network ensures that the application complies with the platform's requirements for operation and guarantees proper functioning.
BSP Enrollment Process WhatsApp Provider Gupshup

InstagramComments and InstagramDirect

Definition Instagram (IG) is a social networking channel currently available for exclusive integrations of comments. It is integrated into the Facebook Application Management platform (Developer Facebook). Integration with this channel also depends on the incorporation of parameters obtained from the FB application for subsequent configuration in the channel integration tool in Lynn. Once the access parameters to the application are configured in Lynn, it will be capable of transacting messaging and media with the social network, always in accordance with the limitations established by the network itself and the agreements/terms and conditions of use of the platform.
Social Network Approval Process The application approval process on the Facebook platform can take up to two weeks, depending on the analysis and timelines provided by the social network. During this approval process, the social network ensures that the application complies with the platform's requirements for operation and guarantees proper functioning.

Web Chat

DefinitionThis channel is enabled by default for each Lynn application in the production environment. For the development environment, you can use the Sandbox of channels to conduct your tests. It is recognized as a widget tool (WG) that can be embedded or called via an HTML script on a destination web page. Its primary function is to provide a configurable chat interface with media data capabilities, serving as an entry point for web page segments. One of the main advantages that Lynn and its widget offer is the availability of a tool for interface customization and visual behavior design. With it, you can enable custom themes and switch between themes at your discretion through the widget customization interface. Additionally, this tool allows for the inclusion of access forms, definition of key input variables, customization of CSS styles, and many other features
Configure Web Chat Refer to HERE for more information.

Teams

DefinitionThe Teams social networking channel is oriented towards chat messaging. Lynn integrates this channel as a bot application directly with Microsoft. As a result, the management of channel requests and enablement is automatically handled by Lynn through its channel management interface.
Configure TeamsSimply activating the channel will be enough, and Lynn will be capable of transacting messaging and media with the social network, always in accordance with the limitations established by the network itself and the agreements/terms and conditions of use of the platform.

Email

Definition Lynn has the capability to integrate email channels, either through an SMTP messaging server (on-demand) or a service subscription through a specific provider with integration capabilities, such as Gmail from G Suite. Integrations with Gmail are optimized to work with the "Kyubo" conversational engine for sending enriched texts.
Configure Web ChatIf you want to learn more about how to configure Gmail in Lynn to manage interactions, click here.

X (TwitterDirect y TwitterMention)

Definition The Twitter (TW) social networking channel is divided into Direct Messages and mentions based on its integration. Integration with this channel depends on the incorporation of parameters obtained from the Twitter Developer application and implementation environment for subsequent configuration in Lynn's channel integration tool. Once the access parameters to the application are configured in Lynn, it will be capable of transacting messaging and media with the social network, always in accordance with the limitations established by the network itself and the agreements/terms and conditions of use of the platform.
Social Network Approval Process The application approval process on the Facebook platform can take up to two weeks, depending on the analysis and timelines provided by the social network. During this approval process, the social network ensures that the application complies with the platform's requirements for operation and guarantees proper functioning.
X (Twitter) Configuration ProcessFor details and necessary requirements to configure Twitter in Lynn, click HERE

Warning❗: Currently, the social network Twitter has restricted access to its APIs to three types: (Free, Basic, and Enterprise). Lynn is available for these integrations in Version 2.0 for the specified plans and under the conditions set by the social network. Download additional information HERE.

GoogleBussiness

Definition It is an enriched and asynchronous messaging service that allows users to interact with brands from various entry points, such as Google Search, Maps, Ads, and the brand's own channels. Lynn can be integrated with Google Business through Business Messages.
Configure Google Business ChannelFor more configuration details, please refer to HERE

Telegram

Definition It is a social networking channel similar in purpose to WhatsApp. Its more advanced integration system allows for the incorporation of a bot on the Telegram (TEL) platform using BotFather. Once the configuration with the Lynn application is established, it will be capable of transacting messaging and media with the social network, always in accordance with the limitations set by the network itself and the agreements/terms and conditions of use of the platform.

Apple Business BETA

Definition It is a service that allows companies to directly engage with customers using the Messages application. This service differs from the widely known iMessage as it is a business-to-end-user service. Customers can initiate a Messages for Business conversation by tapping the Messages for Business button at any touchpoint the company has placed, such as websites, mobile sites, emails, brochures via a QR code, or within an iOS app. Lynn has the capability to integrate this channel through service provider subscriptions, such as Infobip, achieving standardization of text formats used in digital communications, including multimedia messages and quick menus or messages.
Configure Apple Business ChannelFor more configuration details, please refer to HERE

Other Channels

Lynn has the capability to integrate other less commonly used data ingestion channels, in addition to the possibility of integrating new channels and providers.:

  • Slack
  • DirectLyne
  • Skype
  • SMS
  • DirectLineSpeech
  • GroupMe
  • Kik
  • Cortana
  • SkypeVoice

Supported Channel Capabilities

Channel Images Other Files (.pdf) Quick Reply Card Carousel Rich Text Typing Indicators Co-Browsing Video Conference
Whatsapp ❌*
Facebook Comment ✅**
Facebook Messenger ❌* ❌*
Instagram  Comment ✅**
Instagram Messenger ❌* ❌*
Web Messaging ❌*
Teams ❌* ❌*
Email
X *** ❌* ❌*
Google bussiness
Telegram ❌*
Line ❌*
SMS ❌*
Open Messaging (API Genesys Cloud ) ✅** ❌*
Apple for bussiness (Desarrollo) ❌* ❌*
Skype ❌* ❌*

(*) Upon request

(**) Emulated

(***) Consult for contract parameters

❗ Warning ❗ It is crucial to keep in mind that incorporating a channel with the same configuration in both the testing and production environments can lead to a serious conflict. For example, if the same WhatsApp number is used in both environments.