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✔️Integration with Channels

Lynn allows the connection of data sources, digital or voice, enabling the development of inbound customer service strategies across social media networks, third-party bots, or web chats focused on product pages or landing pages.

The channel connection resources in Lynn are defined according to the connector element:

Resource *Connectors Channels
Gateway chat Conectores MBFI y CCI WhatsApp, Web Chats, Facebook Messenger, MS Teams, Skype, SMS, Twitter, Email, Line, Telegram, Instagram, Facebook workspace, kik, Google Business. Please check feasibility of other social media platforms.
Gateway Voz Lynn Voice GW Conventional / Streaming
API Lynn API MSN Lynn Messaging API, external messaging integrations, allows the incorporation of third-party systems such as bots and interfaces for mobile and web applications.
SB SB Advanced Integrationss Azure SB service Messaging integration API.

Please check resource availability and integration conditions.

By default, every Lynn application has access to Chat Gateway and API connectors. Other integration mechanisms need to be enabled upon request to our support team, indicating:

  • Integration use case.
  • Details of the resources and numbers involved.
  • Planned traffic volume and deployment regions.
  • Identifying the responsible party for the service and their contact information, who will be contacted in case of any issues related to the number or target integration.

Each channel has a source identifier and a service identifier, which allow for the manipulation of interactions on an individual basis, making it possible to implement different treatments for each channel. For example, having multiple WhatsApp numbers in an application for different products or VIP clients, with individualized greetings, menus, and associated services.

Please refer to our social media integration section for more information on how to integrate specific social media channels, including their requirements, limitations, and terms or operating conditions.

✔️ Channel Deflection

Lynn has the ability to work with multiple data source identifiers, enabling the creation of relationships between different channels. With this information, it is possible to manage deflection requests for interactions between channels.

There are two types of deflections managed by Lynn:

Direct Deflections: for channels that share data source identifiers.

The source channel has a source identifier that is compatible with the destination deflection channel, making it possible to directly contact or redirect communications to a different channel.

Indirect Deflections: For channels that do not share data identifiers, they are associated through a self-enrollment process (proactive tool) using an auxiliary source identifier such as the ID number or user ID, which allows establishing associations between both channels.

The source and destination channels do not share an identifier that enables deflection. Therefore, Lynn has a proactive functionality that records the match between one account and another by associating one or more auxiliary identifiers and mapping that relationship in a database. This registration is enabled and automatically updated. It is also possible to load relationships between source channels by modifying the contacts in the contact registry of the proactive management tool.

✔️ Visual IVR for Digital Channels and Web Chat

Lynn's flow designer allows for the creation of complete experiences that can contain structures that emulate conventional IVRs. This offers the capability to display messages, linear input prompts, or multi-option menus with touch buttons, depending on the channel. Additionally, it leverages the advantages of digital communications, allowing for the sending of documents, images, audios, videos, and even linking business services, as part of the automation strategy.

The native webChat channel in Lynn's applications additionally offers powerful options such as:

  • Start Form
  • Conversation download for the user
  • Surveys with emoji buttons
  • Active Directory integrations
  • Previous chat conversation history
  • Authentication token

For more details on configuration and customization of our webChat, please refer to our webChat widget

✔️ Post-Interaction Surveys

Post-interaction surveys are powerful resources for obtaining customer feedback. They include direct surveys at the end of Bot or human-handled interactions. You can view the survey results in data tables and associated reports.

The survey results can be viewed directly in Lynn's reporting viewer, and the data can also be downloaded in ".CSV" format for local manipulation on any computer. Please consult our team for customizations in the graph dashboard to add advanced consumption views to your survey dashboard, such as pie charts, bar charts, histograms, and more.

✔️ Bot Creation

Our management tools will allow you to create complete experiences and automate workflows by integrating business services, artificial intelligence, and continuous improvement cycles. Customize the behavior based on the origin of each communication, consolidate strategies, and unify efforts with the ease of migrating and adjusting any detail, messages, or menus through the design interface.

✔️ Third-Party Bot Integrations

Integrate third-party applications and bots through our APIs, making the most of Lynn's integrator capabilities to easily connect to human support workspaces, channels, and CRM.

✔️ Automations and Self-Service

With Lynn, you can design custom automations tailored to your business needs. For this purpose, you have multiple design tools that will allow you to manage, create, and delete new strategies.

  • Development Channels Tool: Allows you to test Lynn channels for development purposes without having a full subscription.
  • Design Tool: Enables the editing of flows and integration of services and channels.
  • Reports Tool: Structures workspaces for reporting and visualization, and allows scheduling the sending of reports via email.
  • Notifications Tool: Provides administration notifications about flow activity in the system and allows for business notifications to be accessed.

✔️ Cognitive Engines

Connect different cognitive engines and facilitate training management from Lynn. Currently, the tool supports: NLU Lynn, Open AI services (Chat GPT-3), Google AI Services, IBM Watson, MS LUIS.

Frequently used cognitive services:

  • Chat advanced implementation (memory capability): Allows training based on a service descriptor document or a question-answer structure for advanced chats with GPT-3 cores.
  • Hybrid Chat Advanced implementation: A more comprehensive version of AI chat implementation that allows the convergence of advanced chats with classification engines or NLU, for example, working with IBM Watson models to recognize intents while applying chat evaluations such as GPT-3.
  • AI classifiers: Enables the detection of elements belonging to lists and sets.
  • NLU AI: Enables communication and training of Intent-Entity models for the development of structures and flows based on natural language.
  • QnA Maker: Allows loading or referencing frequently asked questions documents for training AI-assisted response models.

✔️ WebChats

Lynn natively offers the webChat service, which allows you to add a chat widget to your website for direct use with Lynn. This widget, as well as the webChat interface model, can be fully self-managed through the theme design tool, which allows you to edit the chat behavior and align the .css styles of your page with the widget.

The native widget channel of Lynn also offers advantages for handling interactions that are aimed at improving message presentation, as well as capturing data and customer authentication.

Style Editor: Lynn's native tool that allows the creation/editing and alignment of styles to customize the display of elements in the webChat channel widget. Refer to HERE for more information.

Page Script: To easily incorporate the chat widget, you only need to copy a self-generated script in Lynn and embed it in the destination page.

Chat Source Data: Lynn's webChat channel allows for the notification of additional information or data, such as tokens, web session identifiers, and other tags generated on the hosting page, to be passed to Lynn. For example, a VIP customer logs in to the host page and initiates a chat via the webChat widget with Lynn. The page can include VIP customer data in the communication, and Lynn can provide special treatment for this type of customer classification.

✔️ Lynn Copilot:

Lynn Copilot is an AI-powered assistance tool for the Lynn designer that aims to facilitate flow creation and management. It assists the editor in tasks such as structure organization, cognitive training, and design structure validation. For more details, please refer to the documentationLynn copilot

✔️ Conversation History:

It is a tool that allows retrieving conversation history in real-time, within a defined time range by the agent connected to the chat engine. (Currently available only for Genesys Cloud). For more details, refer to Conversation History