EngageCX 12.0 (Nido) User Guide

Getting Started

EngageCX provides a complete, end-to-end customer communication management solution that integrates every process involved in the creation of professional documents into a smart unified and easy-to-use platform.

It consists of three websites, addressed to different stakeholders:

• Enterprise Website - environment administrators, enterprise users, developers
• Sysadmin Website - system administrators, environment administrators
• Customer Portal - customers

Skimming over this guide, you will be provided with guidelines on how to become from a novice to an advanced end-user of the Enterprise Website.

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Logging In

Once you received credentials on e-mail or directly from your administrator, you can access the website from your browser and start designing and building documents.

Here's how to log in for the first time:

• Open a web browser and enter the EngageCX URL, consisting of a Host Name or an IP Address, along with the Port Number of the Enterprise Website server. As an example, the link in your browser should look as follows:

  http://ecrionserver:8094

• Next, you must fill in the following mandatory fields, then click Sign In.

  • Username: Enter the username received by your email or from your system administrator.
  • Password: Enter the password associated with your account.

• If multiple environments are available for the presented credentials, you will have to select the environment you would like to access and click Continue.

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Personalizing your Experience

After logging in, at any time, you can change your password for a better security or update your personal account information with just a few clicks.

Changing your Password

Follow the steps below to change the current password:

• Click on your account name in the upper right-hand corner, then select Edit Account from the drop-down menu.
• Select the Change Password button on the bottom of the dialog.
• Enter your existing password ( Old Password ), then the new one (New Password) and then re-enter the new one (Confirm Password) for confirmation.
• Once you're ready, select OK and then Save.

Updating Personal Information

Follow the steps below to edit your personal information as an EngageCX Platform user:

• Click on your account name in the upper right-hand corner, then select Edit Account from the drop-down menu.
• In the Edit Account dialog, modify your personal information on the Account tab or manage system features on the Preferences tab, as needed. When edit, note that:
  • If you change your email address, a confirmation mail will be sent to the new address.
  • Your account time zone serves as the default time zone for all the documents and automatic processes enhanced in your environment.
  • By default, all the hidden folders are concealed in your environment, but you can opt to show them whenever you need.
  • Alerts allow you to stay updated with all the changes encountered in your environment. You can opt to turn on or off alerts for emails, job triggers or print processes. To receive alert mails, a functional email connection is required.
  • You have the option to reset all the warnings and walkthroughts from your environment.

People

The People category allows you to record and manage information about the persons involved in your organization.

Accounts

The Accounts module allows you to view and manage all the organizations or persons involved with your enterprise.

Accessing Accounts

Follow the steps below to access the Accounts module:

1. Select the System ( ) button at the leftmost corner toolbar of the EngageCX Enterprise Website.
2. Select the Accounts option under the People module.

Creating a New Account

Creating a new account requires having at least one Account Type defined in your workspace. If none exists, visit the Manage Account Types section to read how to create one.

To stay organized, it is a best practice to provide a relevant account name that represents a Company Group, a Branch or an Individual business. In the EngageCX Platform, there are no restrictions in using special characters or spaces within the names of accounts. For example, Christ Paul, BlueSky Properties Inc., Lincoln Estate, National Invest, etc.

Follow the steps below to create a new account in the Enterprise Website:

1. In the Accounts page, select the +New Account button from the toolbar.
2. Fill out the form with the appropriate values:
   • Account Type: indicates the account purpose. Expand the drop-down list and select the needed type. To configure account types, read the instructions from here.
   • Parent: helps you to create a hierarchy of accounts by allowing you to specify a parent account for those accounts created on behalf of customers' partners.
   • Account Information: enter specific information for the current account. When creating a new account it is necessary to enter an organization name, a phone number and a website URL. Additionally, you can add address information and set up other account preferences.
3. Once you're ready, select OK to save the changes.

The account will appear on your Accounts list. Now you can start adding contacts to it.

Managing Account Types

By default, all the accounts within the EngageCX Platform can be defined according to three categories: CompanyBranch, CompanyGroup or Individual. The Accounts page allows an administrator to define also custom types.

1. In the Accounts page, select the More ( ) button from the toolbar.
2. Select Manage Account Types from the contextual menu.
3. Select +Add Account Type from the bottom of the dialog to create a new account type. Choose an appropriate name for the type of your account and select OK to save the changes.

The new account type will be displayed in the Manage Account Types dialog and can be further edited or deleted by accessing its corresponding More ( ) button.

Updating Accounts

In this section, users can learn how to view the Account Details screen that displays the details linked to an account, how to edit the data inside and how to remove an account from the list.

Viewing Account Details

Follow the steps below to open the Account Details page:

1. Access the Accounts page and select the account for which you want to examine its content or select the More ( ) button, corresponding to your account, to choose Open from the contextual menu.
2. On the left side, there are specific Account Details, that can be easily modified directly in the form fields provided. Do not forget, after the editing operation, to select the Save ( ) button from the toolbar to update the changes.

Editing Account Details

Follow the steps below to edit the Account Details:

1. Access the Accounts page and select the account that requires updates.
2. Select the More ( ) button from the toolbar and then choose Edit in the contextual menu or simply double-click on the form field you want to edit.
3. Update the account's information by revising the form fields.
4. Once you're ready, select the Save ( ) button located in the middle of the toolbar.

Deleting an Account

Follow the steps below to remove an account:

1. Access the Accounts page and select the account you wish to delete.
2. Select the More ( ) button at the right of the toolbar.
3. Select Delete from the contextual menu and confirm the deletion.

The account will be removed from the Accounts list. The deleted account cannot be recovered, but you can start adding new entries.

Generating Documents for an Account

A common scenario for document generation involves producing a document in the same time for a certain account that includes many contacts. Follow the steps below to produce a document or a set of documents (batch) for an account:

1. Access the Accounts page and select the account for which you want to create documents.
2. Select the Compose button from the toolbar.
3. Choose a Project from the opened dialog. Additionally, you can use the Search bar from the top-right corner to look up for a specific project or navigate to a specific destination folder through the sidebar on the left.
4. Once you're ready, select Run.
5. The Communication Run page will open in a new window, where you need to fill out the form with the required fields. Once you're ready customizing your form fields in the left side of the page, select the Save ( ) button from the toolbar.

On the Communication Run page, you will see a preview of the output document on the right side. For more details about Communications, please visit the Communications section.

More Accounts Options

In the Accounts Page, you can select the More ( ) button, next to an account name and access the following options displayed in a drop-down menu:

• Open: Use the Open button to update the personal account details or to view a list with all the contacts integrated into the current account.
• Compose: Use the Compose button to submit a communication project for all the contacts of the account.
• Delete: Use the Delete button to permanently delete the selected account from the list.

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Contacts

The Contacts module enables you to manage contact information and communicate with individuals connected to an account.

Accessing Contacts

Follow the steps below to access the Contacts module:

1. Access the EngageCX Enterprise Welcome page.
2. Select the Contacts button under the Modules Menu.

Or

1. Select the System ( ) button at the leftmost corner toolbar of the EngageCX Enterprise Website.
2. Select the Contacts option under the People module.

A good and easy way of finding and navigating through Contacts is using the Sidebar that provides two views, Contacts and Leads. Accessing the All tab in the Sidebar will offer you a general view of all the contacts that have been created within the environment.

Creating Contacts

From Contacts, you can store both existing customers, by creating a new contact, or persons that are interested in your products, by creating a new lead.

As a naming convention for Contacts, we recommend that it should consist of the given name, surname or first name of the individual. Other additional information regarding the Contact should be avoided in order to reduce confusion or misunderstanding. There are no restrictions in using special characters or spaces within the names of contacts. For example, John Doe is a valid name.

Creating a New Contact

Follow the steps below to create a contact:

1. In the Contacts page, select the Contacts Menu from the Sidebar to filter the results.
2. Click on the +New button from the toolbar, then choose the Contact option from the drop-down menu.
3. Fill out the form with the appropriate values. By default, the fields will be automatically completed with values taken from the Contact.efd file.
   • Account - indicates the parent account in which the current contact is included, if any. Use this option if you want to create a hierarchical relationship between your contacts and an account.
   • Contact Details - enter specific information for the current contact. When creating a new contact, it is necessary to enter the last name and the email of the person you want to add.
   • Is Primary Contact - make the current contact the main contact person, for example, the representative of your organization. This option enables to the primary contact more privileges than a basic one.
4. Once you're ready, select Save to update the changes.

The contact will appear now on your Contacts list.

Creating a New Lead

Follow the steps below to create a lead:

1. In the Contacts page, select the Leads Menu from the Sidebar to filter the results.
2. Click on the +New button from the toolbar, then choose the Lead option from the drop-down menu.
3. Fill out the form with the appropriate values. By default, the fields will be automatically completed with values taken from the Contact.efd file.
   • Lead Details - enter specific information for the current lead. When creating a new lead, it is necessary to enter the last name and the email of the person you want to add.
4. Once you're ready, select Save to update the changes.

The lead will appear now on your Leads list.

Updating Contacts

In this section, users can learn how to view the Contact Details screen that displays the details linked to a contact, how to edit the data inside and how to remove a contact from the list.

Viewing Contact Details

Follow the steps below to open the Contact Details page:

1. Access the Contacts page and select the contact for which you wish to revise its details.
2. The Activity section on the right of the page lists all the individual activities of the current contact.
3. Select Activity Filter and decide what assets you want to consider. In case you want to clear the whole contact activity, meaning the Engagement and Tracking activities for the current contact, you should search for the Clear option in the drop-down list, then confirm the deletion.

Configuring Portal Users

If a contact was added in the Contacts list, the user will not be able to login to the customer portal before an environment administrator will give him permissions. This type of permissions needs to be provided for each contact.

1. Access the Contacts button from the People module and select the contact from the list.
2. Enable the Portal Access option to provide permissions to the Customer Portal or select the More ( ) button from the toolbar and click Configure Portal User.

3. Complete the form with the required fields.

   • Username: the username used to login in the Customer Portal is filled in automatically based on your initial configurations.
   • Enabled: check this option to activate the Customer Portal for the current contact.
   • Reset Password: select this button if you want to reset your password for the Customer Portal account. You can click Generate password automatically to receive by email the new password or provide it by yourself.

4. Once you're ready, select OK to save the changes.

Now you can access the Customer Portal and log in using the previously created credentials.

Importing Contacts

EngageCX provides the ability to load Contact records from a CSV file. Follow the steps below to import contacts:

1. Access the Contacts page and then select the More ( ) button from the toolbar to choose Import from the contextual menu.
2. Select the Choose File button to browse for the .csv file in your local machine.
3. Next, the dialog displays the contacts count. Map the .csv file headers to the Contacts fields available in the Contact Field drop-downs.
4. Enable the Don't import duplicates option to exclude duplication of contacts rows.
5. Once you're ready, select Import to save the changes.

The contact(s) has been added to the Contacts list according to your settings. Now you can select and start configuring each one of them as you need.

Editing Contact Details

Follow the steps below to edit the Contact Details:

1. Access the Contacts page and select the All Menu from the Sidebar to view all the Contacts or Leads that might require updates. Choose one of the available Contacts/Leads for editing its properties.
2. Select the Edit ( ) button from the toolbar.
3. Update the contact's information by revising the form fields on the left side of the page.
4. Once ready, select the Save ( ) button in the middle of the toolbar to update the changes.

Configuring List Subscription

A list's configuration controls who can subscribe and send to the list, how messages are distributed and sent to subscribers.

1. Access the Contacts page and select the contact you wish to configure a list subscription for.
2. Navigate to the Preferences tab in the left side of the page under the Contacts Details.
3. Under the Subscriptions section, there are all the available lists for the current contact that can be selected.
4. Once you're ready, select the Save ( ) button from the toolbar to update the changes.

Deleting a Contact

Follow the steps below to remove a contact:

1. Access the Contacts page and select the contact you wish to delete.
2. Select the More ( ) button from the toolbar.
3. Select Delete from the contextual menu and confirm the deletion.

The contact/lead will be removed from the Contacts list. The deleted contact/lead cannot be recovered, but you can start adding new entries.

Generating Documents for a Contact

A common scenario for document generation involves producing a document for a certain contact. Follow the steps below to produce a document for a contact:

1. Access the Contacts page and select the contact for which you want to create documents.
2. Next, select +New Communication from the toolbar.
3. Choose a Project from the Compose dialog. Additionally, you can use the Search bar from the top-right corner to look up for a specific project or navigate to a specific destination folder through the sidebar on the left.
4. Once you're ready, select Run.
5. The Communication Run page will open in a new window. In case the communication project contains a form, you will need to fill out the the required fields. Once you're ready customizing your form fields in the left side of the page, select the Save ( ) button from the toolbar.

More Contact Options

In the Contacts Page, you can select the More ( ) button, next to a contact name and access the following options displayed in a drop-down menu:

• Open: Use the Open button to view and update personal contact details or activity.
• Compose: Use the Compose button to submit an interactive communication project for the contact.
• Delete: Use the Delete button to permanently delete the selected contact from the list.

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Lists

Lists are used to organize a set of contacts and group them together for a specific purpose (e.g. receiving mass emails). There are two different types of lists supported by EngageCX: static and dynamic lists.

Accessing Lists

Follow the steps below to access the Lists module:

1. Access the EngageCX Welcome page and select the System ( ) button from the top-left corner.
2. Select the Lists option under the People module.

A good and easy way of finding and navigating through Lists is by using the Sidebar that provides two views, Static and Dynamic. Accessing the All Menu from the Sidebar will offer you a general view of all the lists that have been created within the environment.

Also, you can sort all the lists displayed in the Lists page by type criteria. If multiple sorting criteria are applied, such as Name, Type, or Number of Contacts, the high-priority is received by the last criteria set.

Creating a Static List

Lists are useful to classify a community of users that share common interests, so when creating a new list, generic and pointful names are unavoidable. There are no restrictions in using special characters or spaces within the names of lists. For example, Customers, Suppliers, Last Month Leads, etc. Static lists consist only of contacts added when you created the list. You can use static lists in your organization for emails sent infrequently or only one time.

1. In the Lists page, select the +New List button from the toolbar and choose the Static option.
2. Fill out the form with the appropriate values:
   • Name: provide a friendly list name.
   • Description: provide a description where to state the purpose of the list.
   • Opt-Out: select from which subscription list(s) you want the contacts in this list to be excluded.
3. Once you're ready, select Create to save the changes.

Adding Contacts to a Static List

You can add contacts to a static list individually from a drop-down or based on a rule (e.g. Add all contacts with Last Name Equal "A" ). Follow the steps below to insert contacts into a static list:

1. In the Lists page, select the Static Menu from the Sidebar to filter the lists results. Choose the list that you want to populate.
2. Select +Add Contacts or choose the Add Contacts option from the More ( ) button in the toolbar.
3. Select +More\Add by Criteria and then +Add to create a rule for quickly adding contacts to the list. The rules can be created based on the contact's fields, events of a communication project, engagement elements or list memberships.
4. Additionally, you can select as many contacts as you want for the Additional Contacts drop-down to explicitly include them into the static list.
5. Once ready, select Save to update the changes.

All the contacts that met the criteria specified will appear on the list. Also, the rule previously configured will not add automatically the contacts to the static list.

Importing Contacts from CSV

EngageCX provides the ability to import contacts from a CSV file to a static list. Follow the steps below to import contacts into a static list:

1. In the Lists page, select a static list.
2. Select the +Add From CSV button, if the list is empty, or choose the Import option from the More ( ) Menu in the toolbar.
3. Select Choose File to browse for the .csv file in your local machine. The dialog will display the contacts count. Map the .csv file headers to the Contact fields available in the Contact Field drop-downs.
4. Enable the Don't import duplicates to exclude duplications of contact rows.
5. Once ready, select Import to save the changes.

The contact(s) will be added to the list and are available for further configurations.

Creating a Dynamic List

Dynamic lists consist of contacts added automatically when a set of rules are satisfied. You can use a dynamic list when you want to send emails more than once to a certain group of contacts that changes and get updated frequently. The Dynamic List's principle is: Contacts who match the criteria rules are added to the dynamic list.

1. In the Lists page, select the +New List button from the toolbar and choose the Dynamic option.
2. Fill out the form with the appropriate values:
   • Name: provide a friendly list name.
   • Description: provide a description where to state the purpose of the list.
   • Opt-Out: select from which subscription list(s) you want the contacts in this list to be excluded.
3. Once you're ready, select Create to save the changes.

Adding Contacts to a Dynamic List

The rules configured in dynamic lists go against static lists principle. When a rule is configured for a dynamic list, the contacts that match will be automatically added into the list and constantly verified. In EngageCX, you can manually include or exclude contacts to dynamic lists.

Follow the steps below to insert contacts into a dynamic list:

1. In the Lists page, select the Dynamic tab from the Sidebar to filter the list results. Choose the dynamic list that you want to populate.
2. Select the Edit Rules ( ) button or choose the Properties option from the More ( ) Menu in the toolbar.
3. Fill in the form with the required fields:
   • Rules: select +Add and use contact's parameters to create dynamic rules based on what your contacts will be added to the list. Besides defining single conditions, you can also group multiple rules connected through logical operators. When editing rules, you can choose any Contact or Parent Account field, as well as Engagement properties (such as Persona, Journey, Stage or current Touchpoint) and Events.
   • +More > Include Additional Contacts: to manually add contacts to the dynamic list, even if they do not meet the criteria rule.
   • +More > Manually Exclude Contacts to manually remove contacts from the dynamic list, even if they meet the criteria rule.
4. Once ready, select Save to update the changes.

All the contact(s) that met the criteria specified will appear on the dynamic list and it will be automatically updated.

Importing Contacts from CSV

EngageCX provides the ability to import contacts from a CSV file to a dynamic list. Follow the steps below to import contacts into a dynamic list:

1. In the Lists page, select a dynamic list.
2. Select the +Add From CSV button.
3. Select the Choose File button to browse for the .csv file in your local machine. The dialog will display the contacts count. Map the .csv file headers to the Contact fields available in the Contact Field drop-downs.
4. Enable the Don't import duplicates option to exclude duplications of contact rows.
5. Once ready, select Import to save the changes.

The contact(s) will be added to the list and are available for further configurations.

Sending Documents to the List Contacts

Follow the steps below to learn how to send one document to multiple recipients, all contacts included in a list:

1. Access the Lists page and select the list for which you want to send documents.
2. Select the +New Communication button from the toolbar.
3. Choose a Project from the Compose dialog. Additionally, you can use the Search bar from the top-right corner to look up for a specific project or navigate to a specific destination folder through the sidebar on the left.
4. Once you're ready, select Run.

The Communication Run page will open in a new page, where you are able to see the Summary of the output document. In addition, you can also view the communication documents, emails and SMS, besides the Log files during the communication jobs execution.

More Lists Options

In the Lists Page, you can select the More ( ) button, next to the list name and access the following options displayed in a drop-down menu:

• Open: Use the Open button to open the selected list and view all the contacts included within.
• Compose: Use the Compose button to send mass emails to all contacts included in the list based on the communication project chosen by you.
• Add Contact: Use the Add Contact button to add contacts in the selected static list.
• Import: Use the Import button to import contacts from a CSV file.
• Export: Use the Export button to open a dialog that allows you to choose the fields to export from the list.
• Clear List: Use the Clear List button to remove all the contacts assigned to the current list.
• Delete: Use the Delete button to permanently remove the list.
• Properties: Use the Properties button to open a dialog that allows you to edit the current list information.

Design

The Design category allows you to manage both projects and workspaces as well as their assets within.

Projects

Projects represent a central part of the EngageCX solutions. These allow you to manage and organize your particular files, together with their dependencies. In a nutshell, it can be seen as a Project Manager, as it is the place where you will plan and draw the map of each project individually. Project files are the ones used when running communications through EngageCX. For example, if you are responsible for running a communication project in EngageCX Platform, this is the right place to create and add the required project's assets.

Accessing Projects

Follow the steps below to access the Projects module:

1. Access the EngageCX Enterprise Welcome page.
2. Select Projects from the Modules Menu.

or

1. Select the System ( ) menu at the top-left corner of the Welcome page.
2. Choose Projects under the Design group.

Once the Projects page opens, you can easily navigate through your documents by selecting from the default views from the Sidebar, such as Shared publicly, to filter only the projects that have been shared across the environment, or Published to Portal, to see only the projects files that have been published to the Customer Portal. To view all the existing projects, select the All tab in the Sidebar. In case you know the destination folder of your project you can navigate through the By Folder view tree and narrow the results.

Creating Projects

Projects must be consistent and specific to an area of your work. When creating new Projects try to avoid internal codenames that have less to do with what the project is about. Keep in mind that most of the Projects are shared with others and they do not have to struggle in understanding the scope of them.

There are some restrictions on using special characters within the names of the projects, therefore project names cannot contain any of the following: '|' (vertical bar), '/' (slash), '\' (backslash), ':' (colon), '*' (asterisk), '"' (double quote), '<' (less than), '>' (grater than), '.' (full stop) and '?' (question mark). For example, some relevant names could be Retail, Financial, Insurance, Telecom, etc.

Creating Projects from Scratch

Follow the steps below to create your new project:

1. In the Projects page, select + New Project from the toolbar.
2. You will be prompted to select a default template as a starting point. Select Next to proceed with the Project configurations.
3. Fill out the form with the following required fields:
   • Name: enter a friendly name for your project.
   • Description: optionally, provide more information about the project you want to create.
   • Folder: select Browse to navigate through the environment and choose a destination for the project to be stored.
   • Options: depending on the template you have selected, you might have the ability to enable/disable the options below:
     • Users must fill out a form: when this option is selected, users have the ability to enter input data manually before running a communication project.
     • Produce multiple documents at a time in batch: when this option is enabled, multiple documents are automatically produced from one single input data.
4. Once you're ready, select Finish to save the changes.

Creating Projects from Word Documents

Using a Word document as the basis for a Project is an easy way to automatically create a template and a form for correspondence produced communications.

Before importing a Word Document, highlight the sections with yellow to automatically generate fields for the communication form. After importing the Word Document, EngageCX Platform will create a template (.epr file), a communication form (.efd file) containing the highlighted fields, an email body (.epr file) and a workflow (.wk4 file) to produce documents.

Follow the steps below to create a project from a Word document:

1. Starting from the Enterprise Home screen, access the Projects module.
2. In the Projects page, select the More ( ) button from the toolbar, then choose the Import Word Document option from the contextual menu.
3. Under the Import Word Document dialog:
   • Select the Choose File button and browse for a .docx file to upload.
   • Choose the workspace in which this Word document should be stored.
4. Once you're ready, select Import to successfully upload the file.

You will be redirected to the Project Details page, where you can start customizing the project assets to your needs.

Creating Projects from Workflow

Workflows can be created from both Projects and Workspaces. In case you have already created a workflow within Workspaces, you can simply create your Project in a plain manner. Follow the steps below to create a project from a workflow:

1. Starting from the Enterprise Home screen, access the Projects module.
2. In the Projects page, select the More ( ) button from the toolbar, then choose the Create from Workflow option from the contextual menu.
3. Next, fill out the project form by providing the information below:
   • Type: use the drop-down list to select a project type. It can be Interactive, where users can manually enter the input, Batch, that uses a single input to generate multiple documents automatically, On-Demand, in case you need to generate documents in real-time, or Analytics Dashboard, for projects containing dashboard widgets.
   • Name: provide a friendly and unique name for your project.
   • Description: optionally, add additional project details into the rich text box.
   • Workflow: select Browse and choose the workflow you want to use.
4. Once you're ready, click OK.

You will be redirected to the Project Details page, where you can start customizing the project assets to your needs.

Importing Existing Projects

The website allows you to import projects' archives created and exported from older versions or within other environments, without losing configurations. Follow the steps below to learn how to import a project:

1. Starting from the Enterprise Home screen, access the Projects module.
2. In the Projects page, select the More ( ) button from the toolbar, then choose the Import Project option from the contextual menu.
3. Under the Import Project dialog:
   • Select the Choose File button and browse for a .zip archive to upload.
   • Choose the workspace in which this project should be stored.
4. Once you're ready, select Import to successfully upload the archive.

You will be redirected to the Project Details page, where you can start customizing the project assets to your needs.

Publishing Projects to other Environments

Sometimes, due to the fact that EngageCX Platform is running on multiple servers, you may need to share assets between instances and for that, the Publishing feature comes in handy. This option offers an improvement of efficiency and consistency across environment processes.

Follow the steps below to publish your projects to other environments:

1. Starting from the Enterprise Home screen, access the Projects module.
2. In the Projects page, select the More ( ) button from the toolbar, then choose the Publish option from the contextual menu.
3. Next, select the Project(s) you want to publish. Optionally, check the Include Tags option if you want to publish also the tags included in the selected projects. Select Next to continue.
4. Fill in the form fields with destination credentials:
   • Select destination: enter the URL that the engine can use to publish the project(s). It should use the following format: http://HostName:PortName, where HostName is the EngageCX server that contains the Enterprise component, and PortName is the configured port number. For example, http://ecrionserver:8094
   • Username: enter a username that has sufficient authority to perform a publishing procedure on the destination server.
   • Password: type the corresponding password.
   • Environment: optionally, if the user belongs to multiple EngageCX environments, enter the environment name.
     Select Next to continue to the next step.
5. Finally, select from the drop down list a Target Workspace to publish your project. Optionally, you can add some comments that will be applied to all existing versions already created for each individual project. This is valid only for the first version published of your project. Once you're ready, select Publish to finalize the process.
6. Wait until the publishing process is finished for all the selected projects.

A green status bar in the Publish dialog will inform you when the status of the communication project(s) is Published successfully. Then sign-in to the Publish Destination Server to ensure the publishing process is successfully finished. The project(s) will be deployed in a folder structure that mirrors the folder structure of the source.

Working with Project Files

At any time, you can select a project from your projects list to customize it as needed. Once selected, you will be redirected to the Project Details page, where you can add new files or you can explore and edit the existing ones or their dependencies.

Adding New Files

Follow the steps below to insert files into a project:

• Starting from the Project Details page, select the + New button from the toolbar.
• Next, select the file type you want to include from the drop-down menu. Within a Project, you can choose to add document templates, email templates, content fragments, workflows or forms.
• Additionally, you can include a file or a folder, by selecting one of the options below:
  • Include File - select this option to upload an external file or include it from the environment.
  • Include Folder - select this option to either create a new folder or to include an existing one.

Customizing Existing Files

A project contains all the assets required for building a communication, that will produce the outputs your organization demand. Since editing assets is popular, the platform provides you with a group of editors for each of the file type. All you need to do is to select the file you want to update, then choose the Edit button, and you will be redirected to the correlated page. Read through this section to learn more on each file type you can edit.

      Document Templates

      Content Fragments

      Email Templates

      Workflows

      Forms

Working with Various Projects Options

After a Project is created, it will appear on the Projects list and can be easily accessed from the Sidebar. For accessing options related to the whole project folder, you have to select the More ( ) button and choose from the available options within the contextual menu:

• Open: Use the Open button to be redirected to the Project Details page, where you can view or edit the Project assets.
• Test: Use the Test button to run the Project in test mode in order to analyze what changes your project requires so far.
• Clone: Use the Clone button to make a copy of the current version of your project. For more information, please access the Clone Project section of this guide.
• Export: Use the Export button to download a zip archive on your local machine that will contain all the communication assets and dependencies included into your project. The zip files can be added therefore to other environments by using the Import option.
• Versions: Use the Versions button to open the Versions dialog and be able to create new versions of your project. For more information, access the Project Versions section of this guide.
• Share: Use the Share button to share your project content publicly or with your portal users. For more information, access the Share Project section of this guide.
• Lock/Unlock: Use the Lock/Unlock button to restrict the way other users can use your project. For more information, access the Lock/Unlock Project section of this guide.
• Cleanup: Use the Cleanup button to clean up all the jobs or schedules associated to this communication project that are older than a certain amount of time. For more information, access the Cleanup Project Jobs section of this guide.
• Delete: Use the Delete button to permanently remove the selected project and all the files included. Note that deleting a project is an irreversible operation.
• Properties: Use the Properties button to open the Properties dialog that provides basic and advanced options for your Project aspect based on its type. For more information, access the View Project Properties section of this guide.

Project Versions

Versions allow you to save the state of a project and its content as a backup that you can restore later or publish to a different EngageCX Platform, for example from your development system to your production system. Versions can be created only for Projects. It is suggested, as best practice, to create a version before any major edits or updates made to a project folder in case the changes fail acceptance testing and you need to roll back to a stable state. When restoring a version, this will be used as the latest version when running a communication.

Versions are seen in EngageCX as immutable entities. This means that once a version is created, you cannot add, edit or remove individual files within. You can only export, restore, publish, edit or delete a version as a whole.

When you add or modify files through versions, the versioning mechanism continues to behave as expected, creating a new version with each addition or change.

Versions Options

This section will describe each option related to versions of a project.

Creating a New Version

Follow the steps below to create a version:

• Starting from the Versions dialog, select the +New Version button.
• Next, give a unique and relevant name to the project version, and optionally, add some comments. Note that the Version Name configured here will be the name of the folder created in case you publish it to another environment. Once you're ready, select OK.
• Notice that the version created will be visible in the Versions dialog.

Exporting a Project Version

Follow the steps below to export a version:

• Starting from the Versions dialog, select the More ( ) button next to the version name you want to export.
• Choose Export from the contextual menu.
• A zip archive will be downloaded to your local machine containing project version assets and their dependencies.

Restoring a Project Version

Follow the steps below to restore a version:

• Starting from the Versions dialog, select the select the More ( ) button next to the version name you want to restore.
• Choose Restore from the contextual menu.
• Additionally, enter some comments, then click Restore.
• Notice that the snapshot version has been restored to the project.

Deleting a Project Version

Follow the steps below to remove a version:

• Starting from the Versions dialog, select the select the More ( ) button next to the version name you want to delete.
• Choose Delete from the contextual menu.
• You will be prompted to confirm your selection. Notice that your Project Version has been removed from the Versions list.

Editing a Project Version

Follow the steps below to modify a version:

• Starting from the Versions dialog, select the select the More ( ) button next to the version name you want to edit.
• Choose Edit from the contextual menu.
• You will be redirected to the Edit Version dialog where you can change the version name or the associated comments.

Publishing a Project Version

Follow the steps below to publish a version:

• Starting from the Versions dialog, select the select the More ( ) button next to the version name you want to publish.
• Choose Publish from the contextual menu.
• Next, enter the destination information by providing a destination server URL (for example, http://ecrionserver:8094), the username and password of an EngageCX user that has sufficient authority to perform a publishing procedure on the destination location. Optionally, if the username is used for multiple environments, enter the Environment name.
• The next step allows you to select the target workspace and a folder location to publish the project version. If the Version's name is the same as a folder already existing in the destination workspace, you have the following options:
  • Delete existing files: deletes the files included in the Version prior to writing them in the destination folder. This means the versions are lost in the target environment. If there are extra files in the destination folder they will remain untouched.
  • Delete only the files included in folder: deletes the destination folder and all the files within prior to publishing the version.
  • Create subdirectory with version name: add the version's content to a subdirectory that contains the version's name.
  • Include Tags - additionally, you can opt-in to publish tags as well. The tags are the keywords used to describe the content of a project.
  • Choose Folder - choose the destination folder of the published version.
• Once you're ready, select Publish.

A notification dialog will display the successful status of the publish process. You can sign-in to the Publish Destination Server to ensure that everything is functioning properly. The version will be deployed in a folder structure that mirrors the folder structure of the source.

Versions vs Import/Export

While there are some similarities between versions and import/export, their purposes are different. Imports exist so you can upload multiple files easily into EngageCX and exports exist so that you can download multiple files easily from the Enterprise Website, but the data has to go through the local hard-drive. So use import/export whenever you need to upload or download files from the Enterprise Website.

For backup, restoring and publishing to a different EngageCX instance or environment, the recommendation is to use versions. They are designed with this purpose in mind, so they will always be more suitable for this task than manually importing and exporting files. Additionally, EngageCX Enterprise keeps track of versions so you can switch between them at any time, an important feature which is not possible if you just use import/export.

Clone Project

Once you click on the Clone option from the contextual menu, provide the required fields in the dialog:

• Name - by default, the new name of the project will be Clone of ProjectName, but you can choose whatever name you would like.
• Description - give a description of the cloned project.
• Folder - choose the destination folder from the current workspace or another existing one, where you want the clone to be stored.
• Once you're ready, click Clone. You will be automatically redirected to the Clone contents of your project.

Share Project

To share a project, you need first to generate a public or a portal link. Public links are view-only and anyone with the link can view or download its content.

Getting a Public Link

You can send to other enterprise users a public link to your project so anyone with the link can view or download its content.

• Starting from the Share dialog, change the Public Share toggle button to Enabled.
• Notice that a public link has been generated. Select Copy link to copy the link URL.
• Optionally, select Embed to copy a HTML reference of the project to your website.
• Fill out the form with the required parameters:
  • Go To URL - provide a link to navigate upon form submission.
  • +Add Parameters - select this button to add parameters in the public link.
• Once you're ready, select Copy to Clipboard.
• Access the copied URL link and view the project preview. You can share the link with the people with whom you want to share your project sample.

Getting a Portal Link

You can send to other enterprise users a portal link to your project so any customer of the portal with the link can view or download its content.

• Starting from the Share dialog, change the Portal Share toggle button to Enabled.
  • Provide a Title that will identify the shared resource on your Customer Portal.
  • Select the Portal User(s) from the drop-down list for each you want to share the file. Check Everyone option and the project will be available for all existing portal users.
  • Once you're ready, select the Share button.
• Notice that a portal link has been generated. Select Copy link to copy the link URL.
• In case you want to change Share configurations, click Edit.
• Finally, log in to the Customer Portal and notice that the Project has been generated under Documents.

Lock-Unlock Project

When a project is locked, it can be viewed by other users, but its content cannot be edited. In general, an environment administrator can lock a project completely when it passes Review and Approval. It will then unlock it when change requests come in; however, locking a project is not mandatory.

• Starting from the Lock/Unlock Communication Assets dialog, select to lock all the existing project files or check only those you want to prevent from editing.
• Once you're ready, select Apply.
• Note that your Project will be marked by the locked ( ) icon.

Cleanup Project Jobs

Selecting this option you can:

• Choose the amount of time after which the jobs will be removed.
  • Provide a number of time units (e.g. 2 Days).
  • Choose the time unit (Hours, Days or Months).
• Select None to schedule a periodical cleanup. For more details, please visit the Configuring a Schedule section from this guide.
• Once you're ready, click Run Now to start the cleanup process.

View Project Properties

Once selected the option, you can choose to edit the following:

Basic Properties

Starting from the Properties dialog, select the Basic ( ) option, from the top-right corner.

• Name: enter a new name for your project.
• Description: update the project description.
• Run Mode: depending on the project type you have selected, you can choose from various Run Mode views to display your projects after submission:
  • Show Output: Select this option to display all documents generated once the communication is finished.
  • Show a Message: Select this option to display a custom message after the communication has finished generating the output.
  • Show a Summary: Select this option to display a summary overview of all documents produced.
  • Download Output: Select this option to automatically download the generated documents once the communication is run.
  • Preview Document: Select this option to display a preview of all documents produced once the communication is finished.
  • Continue Editing: Select this option to display an editable version of all documents produced once the communication is finished.

Advanced Properties

Starting from the Properties dialog, select the Advanced ( ) option, from the top-right corner.

• For On-Demand Communication Project types, advanced options provide you with the ability to configure template parameters.
• For Interactive Communication Project types, the advanced options provide you with the ability of enabling or disabling different features presented in the final output, such as:
  • Show live preview: Preview while you work allows you to preview changes to your document before you commit to finalizing those changes.
  • Show form view: Preview the form editor for the current communication that allows you to commit direct changes in the form fields.
  • Give documents a name: Provide a name for the documents generated after the communication is run.
  • Enable discussions: Customers can use discussions as a forum-like communication tool only if this feature is enabled.
  • Show versions button: View all the previously created versions for the communication project.
  • Show advanced menu: Enable the Advanced Menu in the Preview mode.

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Workspaces

Workspaces enable collaboration and storage of all assets involved in your customer communication management processes. These are logical divisions of environments, usually associated with departments within a company. All the files needed for document production have to be stored in workspaces.

Workspace is the place where all projects are stored, but a user cannot make the precise difference between communications or folders until opening them.

Workspace Management

The purpose of a workspace is to allow you to better organize your assets into meaningful categories and can also provide restricted access, so that certain users or groups will only see the workspaces you allow them to see.

Accessing Workspaces

Follow the steps below to access the Workspaces module:

1. Access the EngageCX Enterprise Welcome page.
2. Select Workspaces from the Modules Menu.

or

1. Select the System ( ) menu at the top-left corner of the Welcome page.
2. Choose Workspaces under the Design group.

Creating a new Workspace

During the software installation, a Default workspace is added to the system. It is used to store the Project Ideas content that you can freely rename or delete.

Workspace names should be meaningful and scoped to a specific group of users. If you are working on exclusive independent scopes of projects, multiple workspaces could make sense. The name must not contain special characters, but can include spaces. For example, Front Office, Operations, Bank Office, QA, Development, Production Projects, etc.

Follow the steps below to create a workspace:

1. In the Workspaces page, select the +New Workspace button from the top-right corner of the toolbar.
2. Fill out the form with the appropriate values:
   • Workspace Name: enter a friendly name for your workspace.
   • Description: optionally, provide information about the workspace you want to create.
3. Once ready, select Create and the new workspace is added to the list.

Managing Workspaces

Managing a workspace involves setting up multiple configurations at workspace level and its tasks users are authorized to work with (Review and Approval, Publish, etc.).

Follow the steps below to configure a workspace:

1. In the Workspaces page, decide upon the workspace you want to edit.
2. Select the More ( ) button, next to the workspace's name.
3. Choose Manage from the contextual menu.
4. In the Manage Workspace dialog :
   • Edit the Workspace Name or Workspace Description as needed.
   • Enable\disable Review and Approval settings.
   • Update Publish settings.
   • Set up Tasks.
5. Once ready, select OK to save the changes.

Deleting Workspaces

Follow the steps below to remove a workspace:

1. In the Workspaces page, decide upon the workspace you want to delete.
2. Select the More ( ) button, next to the workspace name.
3. Choose Delete from the contextual menu.
4. Confirm and select the OK to update the changes.

Viewing User Permissions

User permissions allow you to see and manage which users have which permissions at workspace level. Follow the steps below to see privileges that authorize a user:

1. In the Workspaces page, decide upon the workspace you want to monitor.
2. Select the More ( ) button, next to the workspace name.
3. Choose View User Permissions from the contextual menu.
4. The View Users Permissions dialog provides a list with all the users that have permissions to access or manage the selected workspace. For example, users with Access permissions can view the content of the current workspace, while users with Manage permissions can view and manage the content of the current workspace.

By selecting any workspace in the list, you can explore all the files and project folders within that workspace.

Workspace Files

You can select a workspace from the workspaces list, at any time, to access the Workspace Details page. The Workspace Details page allows you to view and organize all the files and folders stored within. The view provides a hierarchical structure that allows you to keep your documents organized.

Adding New Files to your Workspace

Follow the steps below to insert an asset to your workspace:

• Starting from the Workspace Details page, select the +New Folder button from the toolbar.
• Provide a unique name, then click Create to create a root folder within workspace, in which you can add other assets.
• You will be redirected to the root-folder content. Use the +New drop-down from the toolbar to add new assets. The supported workspace assets are Document Template, Email Template, Content Fragment, Workflow, Form and Business Rule.
• Additionally, select Folder to create new sub-folders within the root folder.

Folders

Folders provide containers that help you organize and store your production documents. Within a workspace, you can add as many folders as you want.

The top-level folder created in a workspace, is usually called a root folder or a project folder and it is used to hold all the files for a custom project you are working on. For example, it could be the name of the document you are producing. Each workspace can contain multiple root folders, but at least one is necessary in order to add your files. It can contain multiple different files, including templates, content fragments, business rules, workflows or other folders.

It would be desirable to achieve consensus on folder naming within a team or a department. You should keep the folder names short, but meaningful. The names must not contain special characters, but can include spaces. For example, Contract, Credit Order Letter, Loan Agreement, On-Boarding Package, Portfolio Analysis, Monthly Statement, etc.

Creating a new Folder

Follow the steps below to create a folder to your workspace:

• Starting from the Workspace Details Page, use + New Folder from the toolbar to create your brand-new folder.
• Enter a name for your folder, then click Create.
• Now the folder has been added to your workspace. To access it use the Sidebar or simply click on it from the workspace views (Grid View ( ) or List View ( )).

Importing Folders

EngageCX provides the ability to import external folder archives to the Workspace and use their assets. Only zip archives can be imported. Follow the steps below to import a folder to your workspace:

• Starting from the workspace folder, select the More ( ) button from the toolbar.
• Select Import from the contextual menu to navigate the files system and add a folder archive. Optionally, enter some information about the imported folder in the Comments box.
• Once you're ready, select Import to save the changes.

The folder will be added to the workspace location where you currently are.

Exporting Folders

Follow the steps below to export a folder from your workspace:

• Starting from the Workspace Details Page, access the folder you want to export.
• Select the More ( ) button from the toolbar, then choose Export from the contextual menu.

A zip file containing all the assets within the project folder will be downloaded on your local machine.

Sharing Folders across Multiple Workspaces

Shared folders are useful to improve efficiency and consistency of your documents and also these are great for organizations that want to preserve disk space. For example, you can create a shared folder called Branding, containing the company logo and some common stylesheets. Then, these files can be used by a large number of users, from different workspaces, without having to add a version of your file each time is needed.

• Starting from the Workspace Details Page, expand the Sidebar and right-click on the root-folder you want to share.
• Choose Share\Unshare from the contextual menu.
• You will be prompted to confirm your selection.

Your root-folder, together with all its assets, is now shared across all the workspaces created in the current environment. To verify, access other workspace and notice that the folder you just shared is visible from other workspaces.

You can identify if a folder is shared or not through its tags. Once a folder is shared, the Shared ( ) tag will be visible after access, next to its name.

To stop sharing a folder, right-click on it within Sidebar and select the Share\Unshare option from the contextual menu.

Creating Hidden Folders

In the EngageCX Platform, you can tag a folder as hidden folder. Once a folder is hidden, it will not be shown to users unless a user has specifically chosen to view hidden folders in their user profiles. Hidden folders are useful when you want to add content that you or any other user should not modify or for old folders with whom you don't want to clutter the interface by default. However, hidden folders will still be indexed by EngageCX.

Follow the steps below to create a hidden folder:

• Starting from the Workspace Details page, expand the Sidebar and right-click on the folder you want to mark as hidden.
• Choose Rename from the contextual menu.
• All folders that starts with the . sign will be hidden, by default. In the Folder Name box, enter the . character at the beginning of its name, then click Rename. For example, .Credit Order Letter.

Displaying Hidden Folders

Follow the steps below to display a hidden folder:

• Select the account name at the upper right side of the toolbar.
• From the drop-down list, select the Edit Account.
• Select the Preferences tab under the Edit Account dialog.
• Check the Show hidden folders option, then select Save.
• Go back to your workspace and notice that the hidden folders are accessible and grayed out.

Business Rules

Business behavior is governed by business rules that dictate how flows should be initiated and directed. They typically describe requirements or policies that transcend the software project they are required in the domain or business and the workflows may need to conform to them. The main utility of business rules is that these can be used when there is a set of common rules shared within workflows or in case of the conditional translation. An example of such a rule could be conditional translation.

Creating New Business Rules

Follow the steps below to add a business rule to your workspace:

• Starting from the Workspace Details page, access the folder in which you want to add the business rule.
• Next, use the +New button and select Business Rule from the contextual menu.

Business Rules names should define the purpose they achieve, enabling you to establish instructions and definitions for project assets reconciliation. The names should express the new behavior of business processes. For example, Promoting specific products, Promoting categories, Exclude specific items, Message Routing Rule, Email Restriction, etc.

Accessing the Business Rule Editor

The Business Rules Editor opens online and all related configurations can be performed from here allowing you to easily create and edit rules and decisions.

1. Starting from the Workspace Details page, select the business rule you want to edit.
2. You will be redirected to the Business Rule preview page.

Business Rules can be edited within the Business Rule Editor:

• To edit online, from the Business Rule preview page, select the Edit ( ) button from the toolbar.

Business Rules and Properties

EngageCX Solutions improve efficiency and eliminate errors by supporting business rules, integration with existing business processes. Properties have the aim to make a well-written business rule, helping users to understand the logic behind that govern the business requirements and stay clear about what the rule is required to do.

Adding a Rule

Follow the steps below to add a rule:

• Starting from the Business Rule editor, select the New Rule button from the toolbar.
• Provide a representative description of your business rule and configure a condition for your rule by selecting the Dynamic Value button (fx).
• Build your complex expression using the available fields of the Data Representation.
• Once you're ready, select OK to save the changes and successfully add the business rule to the list.

Adding a Property

Follow the steps below to add a property:

• Starting from the Business Rule editor, select the New Property button from the toolbar.
• Provide a name and choose a Category from the drop-down list. If you need to add more Category types, please go to the Add a Category section.

Editing Rule Content

Follow the steps below to modify a rule:

• Starting from the Business Rules Editor, select the value from the Content column that corresponds to your business rule.
• Provide a value for the content in the Edit Value dialog. You can also use a complex expression by selecting the Dynamic Value button (fx).
• Once you're ready, select OK to update the changes. You can remove the value associated with the business rule by accessing again the Edit Value dialog and select Delete Value.

Business Rules Settings

The Settings section is intended for managing the default language and the data source that could be used in a business rule.

Configuring Languages

Follow the steps below to set up a language:

• Starting from the Business Rule editor, select the Languages button from the toolbar.
• The default language set for the rules is English, but you can easily change this property from the Edit Language dialog, by enabling the Is Default option. Additionally, configure another default language in the Edit Language dialog, if needed.
• Set up a Condition for a language to be adopted and click on the Dynamic Value - fx button to create your own expression.
• To remove or edit a language you have to simply:
  • Select the Delete Language button in the Edit Language dialog for removal.
  • Reconfigure the language in the Edit Language dialog.
  • Select the Add button (+) to create a new language entity.

Configuring the Data Source

Follow the steps below to assign a data source to your business rule:

• Starting from the Business Rule editor, select the Data Source button from the toolbar.
• Browse for a data source, either within EngageCX or on your local machine, that you need to add.
• Once you're ready, select OK to save the changes and successfully insert the data source file.

Business Rules Display Options

How the business rules are displayed in the page can be selected from the Display section. These can be combined into groups by a specified category or filtered according to rule-based data.

Adding a Category

Follow the steps below to insert a category:

• Starting from the Business Rules Editor, select the Categories button from the toolbar.
• Select the Add button (+) from the Categories dialog.
• Define a term that is establishing a category of the business rule and select OK to save the changes.

Grouping

Follow the steps below to group business rules:

• Starting from the Business Rules Editor, select the Rules Grouped button from the toolbar.
• Choose one of the two options in the drop-down menu, based on which business rules in the list will be grouped.
• Notice in the Rules list a reordering of elements according to your preferences.

Filtering

Follow the steps below to filter business rules:

• Starting from the Business Rules Editor, select the Filter button from the toolbar.
• Choose the element(s) based on which you want to filter your business rules entities.
• Notice in the Rules list a filtering of elements according to your preferences.

Other Business Rule Options

At the editing business rule time, it might be necessary to consider the following options:

• Save: Use the Save ( ) button to save changes made to the current business rule
• Check in: Use the Check in ( ) button to upload the changes made to the current business rule.
• Revert: Use the Revert ( ) button to return to a former version of your business rule.
• Save as: Use the Save as button from the More ( ) menu to save the business rule in a new location within the workspace.
• Go to Folder: Use the Go to Folder button from the More ( ) menu to go back to the folder where this rule is located.
• Share: Use the Share button from the More ( ) menu to generate a public link, that can be copied and send to other EngageCX users with which you may want to share it. This option allows you to make the business rule public.
• Download: Use the Download button from the More ( ) menu to download the business rule on your local machine.
• Versions: Use the Versions button from the More ( ) menu to view a list with all the different rule versions created. You will also be able to view and modify comments for each version or upload a new one.
• Dependencies: Use the Dependencies button from the More ( ) menu to view all the directly-connected files with the business rule and also the files where it is used, in a separate tab.
• Request Review and Approval: Use the Request Review and Approval button from the More ( ) menu to create a review task and assign it to other user for reviewing your business rule. Note that the option is visible only when the Review and Approval is enabled on your workspace.
• Copy: Use the Copy button from the More ( ) menu to copy the business rule to a different folder within the workspace.
• Move: Use the Move button from the More ( ) menu to move the business rule to a different folder within the workspace.
• Delete: Use the Delete button from the More ( ) menu to delete the business rule all together, but not until your confirmation of deletion.
• Rename: Use the Rename button from the More ( ) menu to provide a new name for your rule.

Folders and Files Options

At workspace level, you can manage files and folders existing in a workspace through various options.

Folders

In the table below, you can see all the available actions that can be taken at folder level.

View	Upload	Export	Synchronize Folder	Permissions
Tags	Copy	Rename	Move	Delete

Files

In the table below, you can see all the available actions that can be taken at file level.

Open	Upload	Download	Add/Remove favorite	Versions	Dependencies
Tags	Copy	Rename	Move	Delete

Open Folders

The EngageCX Platform provides several ways to display the contents of your folders.

By selecting the folder:

Follow the steps below to open a folder:

• Starting from the Workspace Details page, select a folder that you want to access.
• You will be redirected to the Folder's content page. You can use the View Bar, at the bottom, to decide how you would like to view the files, Grid View or List View.

From Contextual Menu:

Follow the steps below to open a folder:

• Starting from the Workspace Details page, navigate to the folder that you want to access.
• Select the More ( ) button next to the folder name.
• Choose View from the contextual menu.
• You will be redirected to the Folder's content page.

From Sidebar:

Follow the steps below to open a folder:

• Starting from the Workspace Details page, expand the Workspace Sidebar and right-click on the folder you want to access.
• Choose View from the contextual menu.
• You will be redirected to the Folder's content page.

Open Files

Follow the steps below to open a file:

• Starting from the Workspace Details page, navigate to the file location you want to access.
• Select the More ( ) buttonn next to the file name.
• Choose Open from the contextual menu.
• You will be redirected to the selected file page preview.

Rename

Both files and folders within a workspace can be renamed.

Rename Files

Follow the steps below to rename a file:

• Starting from the Workspace Details page, navigate to the file location you want to edit.
• Select the More ( ) button next to the file name or right click on it.
• Choose Rename from the contextual menu.
• Edit the file name, then click Rename.

Rename Folders

Follow the steps below to rename a folder:

• Starting from the Workspace Details page, navigate to the folder location you want to edit.
• Select the More ( ) button, next to the folder name or right click on it.
• Choose Rename from the contextual menu.
• Edit the folder name, then click OK to save the changes.

Delete

Both files and folders within a workspace can be deleted.

Delete Files

Follow the steps below to delete a file:

• Starting from the Workspace Details page, navigate to the file location you want to edit.
• Select the More ( ) button, next to the file name or right click on it.
• Choose Delete from the contextual menu.
• Confirm the deletion, then select Delete.

Delete Folders

Follow the steps below to delete a folder:

• Starting from the Workspace Details page, navigate to the folder location you want to edit.
• Select the More ( ) button next to the folder name or right click on it.
• Choose Delete from the contextual menu.
• Confirm the deletion, then click OK.

Export Folders

At workspace level, folders can be exported by two methods:

From Workspaces Details

Follow the steps below to export a folder:

• Starting from the Workspace Details page, navigate to the folder location.
• Select the More ( ) button next to the folder name you want to export.
• Choose Export from the contextual menu.
• A zip archive will be downloaded on your local machine with all your project assets within.

Within the Project Folder

Follow the steps below to export a folder:

• Starting from the Workspace Details page, access the folder you want to export.
• Select the More ( ) button from the toolbar.
• Choose Export from the contextual menu.
• A zip archive will be downloaded on your local machine with all your project assets within.

Download Files

Follow the steps below to download a file:

• Starting from the Workspace Details page, access the file location.
• Select the More ( ) button, next to the file name or right click on it.
• Choose Download from the contextual menu.
• The file will be downloaded on your local machine.

Move

Follow the steps below to move a file or a folder:

• Starting from the Workspace Details page, access the folder/file location.
• Select the More ( ) button, next to the folder/file name or right click on it.
• Choose Move from the contextual menu.
• Set your Destination Folder where the folder/file will be moved.
• Provide a new name for the folder/file if needed.
• When you finished, select Move to complete the operation successfully.

Copy

Follow the steps below to copy a file or a folder:

• Starting from the Workspace Details page, access the folder/file location.
• Select the More ( ) button, next to the folder/file name or right click on it.
• Choose Copy from the contextual menu.
• Set your Destination Folder where the folder/file will be copied.
• Provide a new name for the folder/file if needed.
• When you finished, select Copy to complete the operation successfully.

Add or Remove Favorite

As you start to work with many different files or folders across many different Projects in EngageCX Platform, you may want to customize your experience by marking specific files as recently visited documents. We call these Favorites in EngageCX, and you can access such files directly from your Welcome Page whenever initially logging into the system.

• Starting from the Workspace Details page, navigate to the file/folder location you want to edit.
• Select the file/folder which you want to add/remove to/from the Favorite list.
• Choose Add to favorites or Remove from favorites from the upper left side of the File Preview. If the file/folder has a (empty star), it means that the file/folder is not included in the Favorites list. Otherwise, a filled-star ( ) will be displayed.
• Notice that the favorite files will be displayed in the Welcome Page under Files section if you choose Favorites from the drop-down menu, when initially logging in. It can also be accessed from the Favorites view, under the Workspaces sidebar.

Uploading Content

In order to add a file or a folder to any project or another ordinary folder in EngageCX Platform, you will need to understand how to use the Upload feature. This is often the first step in getting started with setting up your document production projects, but this task will also prove to be necessary as you continue to add modifications to templates, add new data sources and much more.

Single Files

Follow the steps below to upload a single file:

• Starting from the Workspace Details page, navigate to the folder location in which you want to upload content.
• Select the More ( ) button from the toolbar.
• Choose Upload File from the contextual menu.
• Select the Choose File button to search for the file you want to upload from your local machine.
• Enable Use Versioning if you want to save a copy of the file in its initial state, and use the new file as the latest version. This will prove useful for tracking and accessing the history of any file.
• Optionally, add some information with regards to the upload process.
• Select Upload, then notice that your file will now be visible in your folder.

Zip Folders

Follow the steps below to upload a ZIP folder:

• Starting from the Workspace Details page, select the More ( ) button from the toolbar.
• Choose Import option from the contextual menu.
• Select the Choose File and search for the ZIP file you would like to import from your local machine.
• Optionally, add some information with regards to the upload process.
• Select Import, then notice that all of the files from your zip folder will be uploaded. Versioning will automatically be set for every file that is added from the ZIP file.

From the EngageCX Studio product

When working with any of the EngageCX Products, you will have the ability to connect directly to EngageCX to upload, edit or remove files.

• Open one of the EngageCX Studio tools (Publisher, Modeler or Analyst). Design and save your template, data diagram or dashboard.
• Access the EngageCX Drive tool and connect to your account.
• Create a new project folder or select an existing one, then add the template created within that folder. Use the Add File options from the More ( ) menu.
• If the Synchronize files automatically option is selected, the file will be added automatically in the Enterprise Website.
• To add the file manually, select the file that you want to add to the EngageCX Platform, and select the Check in pending changes option from the More ( ) menu.
• Add a comment and click Check in.
• Once you log into the Enterprise Website, you will be able to see the newly added file.
• To learn more about connecting to EngageCX Drive from use the following link: EngageCX Drive.

Synchronize Folder

In the EngageCX Platform, you can configure a folder to synchronize with the Amazon Web Service.

Follow the steps below to synchronize a folder:

• When the Amazon connection is created, navigate to a workspace that contains the folder you want to synchronize.
• Right click on the folder, then select the Synchronize Folder option from the contextual menu.
• Within the Synchronize Folder dialog, fill out the mandatory fields.
  • Choose the Connection you want to use from the drop-down list.
  • Optionally, fill the Amazon Path field, if you want to synchronize only one subfolder of the Amazon bucket or copy the Amazon Callback URL for real-time synchronization configuration.
  • Bidirectional synchronization: enable this option to keep the Amazon Folder on your EngageCX Drive and the one on the Amazon Drive in sync.
• Once you're ready, select the Save and synchronize to start the synchronization process.

A full synchronization can take from several seconds to some minutes depending on the synchronized data size.

To view the Synchronization Folder Log, please visit the Synchronization Log chapter to read more information about it.

Each folder that synchronizes with Amazon contains, by default, an Amazon synchronized tag visible, at the top-left side of the page. To read more information on how to edit the current tag, please visit the Tag section of this chapter.

Configuring Amazon S3 bucket to push notifications to EngageCX Platform

• Log in to the Amazon Web Services console and configure Simple Notification Service(SNS) topics and subscriptions.
• Navigate to SNS and create a new topic.
• Select the Create subscription within the topic page and add a subscription that uses the HTTP Protocol. Paste the Callback URL provided by EngageCX Platform when creating the synchronization in the Endpoint field, then select the Create Subscription.
• By default, the Subscription Id would be displayed as Pending Confirmation, but in a few seconds, after refresh, the subscription should be confirmed by EngageCX Platform, and an ARN should be associated.
• Navigate to the bucket that you set in EngageCX Amazon Web Service connection page and select the Properties.
• Select the Events tile to add a new notification. Within Event dialog, provide a custom name, check the Put, Post, Copy and Delete events, then select the destination (Send to files) as SNS Topic and the topic created above.
• If everything was set correctly, the real-time synchronization should start.

Version Control

As you work in any of the Projects you create in EngageCX, you may modify files and upload newer versions. The EngageCX Software will use a repository to store the file in its previous state and use the new file as the latest version. This process is called versioning and will prove useful to you for tracking and accessing the history of any file within the project.

This functionality gives you some benefits such as:

• Provide the security needed when multiple users have access to project folders and the files within.

  Example

  Multiple users may have access to the same Publisher Template. In this case, versioning can be used to track the changes that have been made by each user.

• Users can add a comment to make it easier to see what that version represents and/or what changes have been made.

  Example

  Each time a file is uploaded or modified, a new version is created.

Accessing the File Versions

Follow the steps below to access the versions of a file:

• Starting from the Workspace Details page, select the More ( ) button of any file at your choice.
• Select Versions from the contextual menu.
• A dialog will display all existing versions of the asset.
• You can download or select one of the versions of the file to be restored to a previous state.

Along with each version, you can find useful information regarding the following:

Version Number	The unique identifier for the current version.
Date created	The date when the version was created.
Size	The size of the current version.
Author	The author that created the version
Comments	Comments associated with the version.
Status	The status of the current version.

New versions of a file are created as a result of any action that creates or overwrites that file, for example:

• Editing a Publisher Template file using the Online Editor in Enterprise Website.
• Editing and checking in a file directly from one of the EngageCX Studio products.
• Uploading a new file with the same file name.
• Restoring a snapshot or a previous version of a file.

Dependencies

Whenever you set up a project within EngageCX Platform, you will need many different types of files to be able to generate the needed documents. EngageCX Projects rarely work in isolations. Each Project relies on multiple individual and reusable components.

The Dependencies dialog can be accessed by selecting the More ( ) button of any file you choose and display all the directly-connected files and also the files where it is used, in a separate tab.

Sharing Files

Besides folders, EngageCX also allows you to share each file, separately. To share a file within a workspace, follow the steps from below.

• Starting from the Workspace Details page, access the file you want to share.
• On the File Preview page, select the More ( ) button from the toolbar.
• Click on the Share button to generate a public link. Select the Copy to clipboard option to select the link, then send it through email to the persons you want to show the file.

Folder Permissions

To apply permissions for an individual folder, you need to:

• Starting from the Workspace Details page, access the folder location.
• Select the More ( ) button next to the folder name. Or simply right-click on the folder.
• Select Permissions from the contextual menu.
• In the Folder Permissions dialog, select the Add button and choose the user(s) or group(s) you might want to provide or deny permissions.
• Once an option is selected, tick in the boxes associated with each permission, as needed, such as read/write/delete files/folder, lock or zap.

Tags

Tags are keywords associated with a folder or file from a workspace. These can be added manually and are useful when you want to find the needed content in a quick manner. To add a new tag to a file/folder:

• Starting from the Workspace Details page, access the file/folder location on which you want to add tags.
• Select the More ( ) button next to its name.
• Choose Tags from the contextual menu.
• Next, select the +Add Tag button. In the Tag dialog, you can either provide a name and a value for the tag or select from the drop-down menu, indicated by the right down-arrow, a specific property that will be used as the implicit name:
  • Select the Important option to inform your customer about tag’s high level of importance.
  • Select the New option to inform your customer that the file on which is applied is new or has new information.
  • Select the Public option, meaning that your files under the current folder can be accessed by anybody, without logging in.
  • By default, the tag's value is set to true, but can always change it according to your needs.
• You can set the tag visibility either by restricting access by enabling the option Only visible to myself or just keep the document visible to the public by disabling the option.
• After the tags where added, at any time, you can use the Search bar, from the top right-hand-side to type and search after the files or folders tagged.

Engagement

Customer Engagement is a business communication connection between an external stakeholder (consumer) and an organization (company or brand) through various channels of correspondence. The purpose of this is aimed to build a long-term engagement strategy that increases the number of repetitive buyers. Typical use cases could be exchanging information with the customer based on behavior, transforming one-time customers to repeat customers to brand advocates, customer activity stream log of all interactions etc.

The Engagement group is divided into three categories: Communications, that allows you to send documents to the persons you want to trail, Journeys, where you can design your users' adventure from prospect to customer, and Persona, that help you to set down the target audience.

Communications

The Communications module allows you to generate and deliver documents to any output type using the Projects you have created.

Accessing the Communications Module

Follow the steps below to open the Communications module:

1. Access the EngageCX Welcome Page.
2. Select Communications from the Modules Menu.

or

1. Select the System ( ) menu at the top-left corner of the Welcome page.
2. Choose Communications under the Engagement group.

Running a New Communication Project

Follow the steps below to run a communication:

1. On the Communications module, select +New Communication from the toolbar.
2. A new page is opened where you will need to select a Project you want to run. Scroll up and down through the Projects list or use the Search bar at the top-right to quickly find a specific project. Additionally, you can either use the Sidebar in the left side to find a specific destination folder of your project or make use of the Search By Folder for a more precise result. Once selected, click Run.
3. You will be redirected into an Overview page of your communication project. Depending on your Project Options, it may be necessary to fill in some form fields, then submit the project.

Monitoring a Communication

Once a project is submitted, its associated communication will appear on a list within the Communications page. The communications list quickly summaries important communication details, such as the communication names that are being run within the environment, their status, the user who initializes it and the start date. The number of documents that are being produced according to their types are displayed in the right-columns, like: Forms, Documents, Sent Emails and Clicked Emails.

If multiple communications are present on the list, you can use the Sidebar to focus on them. You can use it to look up for communications filtered By Project or By Folder. Additionally, you can find a communication by simply selecting from the default views, to check up on communications that are Succeeded, finished with Errors, or still In Progress.

Furthermore, EngageCX provides other two custom views, from where users have the ability to inspect and run communications in an automated fashion: Scheduled and Triggered.

To create your custom communication views, please visit the Views section of this guide.

Communication Overview

For a more detailed view of the generated outputs, select a communication you are interested in from the list. You will be redirected to an Overview page summing-up the documents that are being produced, delivered or read by the recipients. You can select Documents from the Sidebar to view all the documents, emails or print streams that are being generated for the selected project.

Select the Emails tab from the Sidebar to view all the delivered correspondence. Use the down-arrow from the top-left side to filter your emails, by displaying only the one clicked, delivered, failed, opt-out, pending, read, sent or suspended.

Select the SMS tab from the Sidebar to display all the SMS tickets sent through the EngageCX Platform associated with the project selected. Use the down-arrow from the top-left to filter your tickets by displaying only the one who failed, running or sent.

In case your project run has failed, go to the Log tab from the Sidebar to view a job log corresponding to the current communication alongside the message and timestamp of each of them.

Embedding a Communication

Due to embedded communications in the EngageCX Platform, one user can easily find a project by certain tags specified in a dedicated URL, and then run the communication and see the generated documents.

The format of the URL should be something like this:

http://ecrionserver:portnumber/EOS/Communications?embed=true#communications/NewCommunication!tag=tagName

where the key parameters needed to be used are highlighted below:

• embed=true: if you want the communication to be integrated within the URL. (Required)
• tag: the filter(s) based on which the communication projects are sorted (e.g. tag=tagName). If no tag is specified, all the communications will be displayed in the New Communication UI.
• workItem: the data input file that will be passed to the communication's job (WorkspaceName:WorkspacePath, e.g. workItem=Default:Design\Uploads\Proposal1234123.xml). If this parameter is not specified within the URL, the communication will use the default file defining the corresponding workflow.

Scheduled Communications

By selecting the Scheduled tab in the Sidebar, EngageCX will provide a filtered view of all the communications that have been scheduled earlier. On this page, you can either view information about existing scheduled communications, including the project name, the last time the communication was run and the author that scheduled the communication, or you can create new schedules.

Scheduling a Communication:

The EngageCX Platform provides you the ability to automatically schedule your communications based on the availability of the project resources, to start at a specific time. You can schedule projects to run hourly, daily, weekly, monthly, or even number of minutes, on certain days of the week, several times a month, etc.

Follow the steps below to schedule a communication:

1. Access the Communications module and select the Scheduled view from the Sidebar.
2. Select +Add Schedule from the toolbar.
3. Next, choose the communication project you may want to set a schedule for and click OK.
4. In the Configure Schedules dialog, select New Schedule.
5. Within the Schedule dialog, select the options you want to apply.
   • Choose the time frame you would like to schedule the Project for, by selecting the Hourly, Daily, Weekly or Monthly tabs.
   • Configure the timing of the Schedule.
   • Toggle on or off the Enabled option to activate/deactivate the Schedule.
   • Select Configure Parameters button to modify the already defined parameters(if exist) from the Workflow that need to be set before the Project runs.
6. When you're ready, select Save.

The scheduled communication will appear now on your Scheduled list and will run the project accordingly.

Triggered Communications

Triggers allow you to configure EngageCX to start specific projects as an automatic response to an action. In the Triggered page, you can inspect all the projects that have been triggered and/or create new triggers. The supported methods for triggering projects are Hot Folders and Microsoft Message Queues (MSMQ).

Configuring a Hot Folder Trigger

Follow the steps below to set up a hot folder trigger:

1. Access the Communication module and select the Triggered view from the Sidebar.
2. Select +Add Trigger from the toolbar.
3. Next, choose the communication you may want to configure and select OK.
4. In the Configure Triggers dialog, select the New\Hot Folder button.
5. Within the Hot Folder dialog, fill in the form with the mandatory fields:
   • Path: provide the path of the folder containing the external resources.
   • Hot Folder Type: Select the type of the Hot Folder: Machine Physical Folder or SFTP Folder.
     • If you choose SFTP Folder, you will need to select an SFTP Connection to use. If none is available, you will have to configure an SFTP Connection.
   • File Pattern: Provide the file pattern of the data source that EngageCX should be monitoring the folder for. You can use wildcards like '*' to make the pattern more generic.
   • Pooling Interval: The number of seconds between 2 consecutive attempts to check for new files.
   • Enabled: On or off Enabled option to activate or deactivate the Hot Folder Trigger
   • Configure Parameters: Configure the parameters (if any) from the Workflow that need to be set before the Project runs.
6. Once you're ready, click OK.

The triggered communication will appear now on your Triggered list and will run the project accordingly.

Configuring a Microsoft Message Queues Trigger

An MSMQ trigger monitors the Microsoft Message Queue. Each time an entry is added, EngageCX will parse it using either a binary or XML formatter and use the result as the input. The formatter to use is specified by the user when creating or editing the trigger.

Follow the steps below to set up a MSMQ trigger:

1. Access the Communication module and select the Triggered view from the Sidebar.
2. Select the +Add Trigger button, from the toolbar.
3. Next, choose the communication you may want to configure and select OK.
4. In the Configure Triggers dialog, select the New\Microsoft Message Queue button.
5. Within the MSMQ dialog, fill in the form with the mandatory fields:
   • Path: Provide the path of the MSMQ.
   • Formatter Type: Choose the Formatter Type to be used: BinaryFormatter or XmlFormatter.
   • Polling Interval: The number of seconds between 2 consecutive attempts to check for new files
   • Enabled: On or off Enabled option to activate or deactivate the MSMQ Trigger.
   • Configure Parameters: Configure the parameters (if any) from the Workflow that need to be set before the Project runs.
6. Once you're ready, click OK.

The triggered communication will appear now on your Triggered list and will run the project accordingly.

Workflow Settings for Triggers

One of the common scenario to user triggers is when you want to use input data in your Projects from external sources. Setting up an EngageCX Trigger process does not necessary mean that the project workflow will use the external data to generate documents.

When building your project workflow, you will need to reference the trigger file in your dynamic expressions. This can be accomplished by setting the Source parameter value in the Get Data step to the Trigger File Standard parameter. Or simply enter the following flag {PARAM:TriggerFile} inside the complex expression. This will resolve the path of the trigger file.

Communication Filtering

With Communication projects, you can filter your view so that you will see information that is most important to you within the page.

1. In the Communications page, enable the Filters button on top-right of the page to be able to apply a filter for the available communication entries.
2. Select the communication's operator based on which the filter will test for from the available drop-down list.
3. Choose an operand to execute the filter from the second drop-down list.
4. Select the second operator to test the communication data when executing the filtering expression.

Once you have finished to configure a filter, you can add another one by clicking Add new next to the filter's drop-downs and so on, as long as you get only the communications you want in the view.

Communication Filters

Filters can be very useful for viewing a specific range of communication information, allowing you to display only the data you are interested in and hide the rest.

Name	Description
Status	Verifies the current status of the communication project that has been running.
Type	Verifies the communication type.
Author	Verifies the author that has run the communication.
Not Older Than	Verifies the date when the communication has finished running by setting a lower limit.
Name	Verifies the communication name.
Project Name	Verifies the project name of the communication being stored.
Start Date	Verifies when the communication has started.
End Date	Verifies when the communication has finished.

More Communication Options

At any time, you can select the More ( ) button, next to a communication name and select from the actions below under the contextual menu:

• Open: Use the Open button to be redirected to the Communication Overview page, from where you can see a more detailed view of the documents that are being produced, delivered and read by recipients.
• Run Again: Use the Run Again button to initialize and run a new instance of the selected communication. Note that the option is visible only for Projects with input data that fills up automatically.
• Share: Use the Share button to share the communication job content publicly or with your portal users. For more information, please access the Share Communication section of this guide.
• Export: Use the Export button to download the corresponding job together with input and log files, if needed.
• Create New Version: Use the Create New Version button to generate a new version of the communication by filling up a new form version for it. Once you select this option, the Status of the Communication will change to Waiting for input. Select the communication to fill in the form fields, then submit it. Note that the option is available only for the Projects with input data that fills up manually.
• Download Form Data: Use the Download Form Data button to download the XML file containing the last saved form data entered at the run time. Note that the option is available only for the Projects with input data that fills up manually.
• Delete: Use the Delete button to permanently remove the current communication instance along with the documents produced.
• Go to Project: Use the Download Form Data button to access the Project Details page. This will allow you to view all the assets and their dependencies required to build the communication outputs.

Share Communication

To share a communication, you need first to generate a public or a portal link. Public links are view-only and anyone with the link can view or download its content. This feature has the same behavior as the Share Project property.

In case you do not want the communication to be public anymore, you can manually do the reverse operation which is Unshare. Only if the communication job URL is already public, the Unshare option will appear to your contextual menu.

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Journeys

Customer Journeys reveal the experiences that your customers go through when interacting with your company and brand. The EngageCX software creates a narrative starting from the journey purpose and automatically enrolls a customer to a journey based on a persona or a list. In this way, different customer stages are allowed to be defined inside a journey. Using a journey map to track the entire customer experience, in real-time, will help you pro-actively monitor your customers and manage them appropriately.

Within the EngageCX Platform, you can create two types of customer journeys: a Journey or an Episode.

• Journeys: A Journey refers to a long-term narrative that automatically enrolls customers in a scenario based on Persona. You may want to insert such a type of Journey, if you want to restrict Contacts to be included in one Journey only. An example could be a journey that presents the experience customers are having, focusing on a single aspect, such as monthly statements special offers.

• Episodes: An Episode refers to a short-term scenario that automatically enrolls customers in a scenario based on Lists. You may want to insert such a Journey to allow Contacts to be included in multiple Episodes. An example could be, an episode that presents the experience customers are having, focusing on multiple aspects, such as ways to promote useful content and teach timely topics.

Accessing the Journeys Module

Follow the steps below to open the Journeys module:

1. Access the EngageCX Enterprise Welcome Page.
2. Select Journeys from the Modules Menu.

Or

1. Select the System ( ) menu at the top-left corner of the Welcome page.
2. Choose Journeys under the Engagement group.

Creating a new Customer Journey

Follow the steps below to create a customer journey:

1. Starting from the Customer Journeys page, select the + New button from the toolbar.
2. Choose the customer journey type from the contextual menu: journey or episode.
3. You will be prompted to select a template as a starting point. Choose between an Blank template, to configure a customer journey from scratch, or other predefined templates, Episodes like (Webinar - to create a web-based seminar for your customers, or Newsletter - to set up a journey that delivers newsletters to your customers) or Journeys like (Customer Nurture - to support the process of developing customer relationships at every stage of their interaction with the sales funnel).
4. Fill out the form with the needed values:
   • Name: Enter a friendly and unique name for your journey.
   • Description: Optionally, provide more information about the Journey you want to create. The description will be applied in the Journey Map of the corresponding Journey below the Prospect stage.
   • Projects Folder: Choose the destination folder for your journey to be stored. This field is required only for predefined templates selection, not for the blank ones.
5. Once you're ready, select Finish.

After the successful creation of the journey, you will be redirected to the Online Editor, where you can perform further edits.

Importing an Existing Customer Journey

Follow the steps below to import a customer journey:

1. Starting from the Customer Journeys page, select the More ( ) button from the toolbar.
2. Select Import from the contextual menu.
3. Click Choose File to select an existing journey/episode from your local machine. The file that you are allowed to import is a ZIP archive, which contains all the dependencies used in the journey configurations in order to properly function.
4. You can choose another Workspace besides the Default one, which is, by default, selected.
5. Once you're ready, select Import.

After the successful import operation of the journey, you will be redirected to the Online Editor, where you can perform further edits.

Enabling/Disabling Customer Journeys

By default, when a new Journey\Episode is created, it would be Disabled. When a journey\episode is disabled, the contacts enrolled will not receive any communication. It is best practice that while editing a journey\episode to keep it disabled.

To enable\disable customer journeys:

• Starting from the Journey module, identify the Enabled column and toggle on or off the button next to the journey\episode name.

• Starting from the Journey Details page, toggle on or off the Enabled\Disabled button, at the top-left side of the Map Preview.

Assigning a Target Audience

After a Journey\Episode has been created, locate the Target Audience column in the Journeys module. A Target Audience represents a group of contacts within a Persona or a List that will be enrolled in the Journey or Episode. To assign one, simply select the corresponding Edit Target Audience ( ) button and choose from the available drop-down list.

More Customer Journey's Options

At any time, you can select the More ( ) button, next to a journey name and select from the actions below under the drop-down menu:

• Open: Use the Open button to be redirected to the Journey Details page, where you can view or edit the Journey/Episode Map or Contacts enrolled.
• Edit: Use the Edit button to open the Online Editor for the current journey.
• Validate: Use the Validate button to ensure that all the dependencies of a journey/episode are available in Projects.
• Export: Use the Export button to download a zip archive together with all the project assets associated with the journey.
• Delete: Use the Delete button to permanently remove the Journey and all its dependencies that come with it.
• Properties: Use the Properties button to edit the name or the description of a Journey/Episode.

Journey Details Page

Selecting a journey\episode in the Customer Journeys module will redirect you to the Journey Details page. On the left side of the page, you can view the Sidebar showing all the touchpoints defined and the journey\episode dependencies. If there any any errors within these dependencies, you should access the Dependencies tab and select View journey errors on top of the page. You will have a more detailed The Contacts Pane can be found on the right side, offering easy access and details on every customer assigned to the current journey. The centered area of the Journey Details is reserved for the Journey Map, that provides a smooth and clear eyesight interface to track your entire customer engagement evolution within your company.

Journey Map

The Journey Map can be found in the middle of the Journey Details page, providing an interactive path for your customers within the journey they are enrolled with. It maps out all the different checkpoints you expect customers to pass through along their journey goals.

To start editing a journey map, select the Edit ( ) button in the toolbar. The Map Editor will open and you can start adding elements to your journeys.

Journey Stages

A journey is structured in a sequence of stages, which usually happens over time. The EngageCX Contacts pass through stages, over time, activating certain touchpoints based on some predefined event rules. During a time period, a Contact connects touchpoints together and expresses a Contact Journey. This is depicted using a dotted line that unites the touchpoint bullets. The solid lines are drawn by the user and represent his customer journey route prediction. This way, unexpected routes can be detected and analyzed. The horizontal center area represents the main route a user is expected to follow, and the touchpoints positioned outside can lead to alternate routes.

Adding New Stages

Follow the steps below to create a stage:

1. Select the + Add Stage button from the bottom bar of the Journey Map.
2. Provide a relevant name for the stage.

When naming the stages of your Customer Journey think about what customers are trying to achieve as a result of their interaction with your company. At the end of each stage, you might have answers to the questions below:

• Can your Customer state what he was able to accomplish?
• Is your Customer clear about the value he received?
• Does your Customer want to stay loyal to your company?
• Is your Customer compelled to tell others about the experience?

Contextual Stages Options

Follow the steps below to explore the options from the contextual menu of a stage:

1. Right click on a stage in the Journey Map Editor.
2. From the contextual menu that is displayed, you can select the following options, according to your needs:
   • Rename: Use the Rename button to edit the name of the current journey stage.
   • Color: Use the Color button to change the color of the stage according to your preferences.
   • Delete: Use the Delete button to remove the current stage from your journey.

Touchpoints

Touchpoints can be added to the board and are contained within stages. Each touchpoint can be edited, on a separate page. The touchpoint editor allows the user to define the event rules that activate the current touchpoint and the interactions that will happen after the activation occurs.

Keep in mind that the event has a Contact context, meaning that it is triggered by/for a specific Contact and carries some additional data. By using the event types and data filters, the user can target specific key moments, like when a Contact first joins EngageCX, or when an address is changed, or when a specific document is received by the Contact, or a form is sent from a Contact.

When an event is emitted from the underlying EngageCX system, it passes through each touchpoint and matches against the rules defined. When a match is found, the Contact is moved in the touchpoint and executes the interactions, which basically runs an EngageCX Solutions workflow. Touchpoints should have rules that are all exclusive, meaning that an event should match only one touchpoint.

A touchpoint is referring to any interaction that may alter your customer's experience in the time they use your products.

Adding New Touchpoints

Follow the steps below to create a touchpoint:

1. Double-click on the stage area where you want to add the touchpoint.
2. Provide a name for your touchpoint.

Editing a Touchpoint

Follow the steps below to edit a touchpoint:

By using the right-click:

1. Starting from the Map Editor,right-click on a touchpoint at your choice.
2. From the contextual menu, you can select to:
   • Change the touchpoint color.
   • Make milestone if it a starting on an ending touchpoint.
   • Provide a new name to the touchpoint.
   • Delete the touchpoint.
   • For more options, select Edit touchpoint. Go to the Properties tab in the Sidebar and configure the touchpoint according to your needs.

By using the Sidebar:

1. Starting from the Map Editor, access the Components tab.
2. Hover the mouse over the touchpoint you want to edit, then select the Edit ( ) button that appears next to its name.

3. The Properties tab will open in the Sidebar for the touchpoint selected, from where you can:

   • Enter a new name for your touchpoint;

   • Edit the touchpoint description; The description will be shown on top of the page, while previewing the touchpoint, before accessing the Edit mode.

   • Add a new trigger for the touchpoint;

   • Create new steps for the touchpoint.

When editing a touchpoint, you can either define the event rules that activates the current touchpoint, or the interactions that will happen after the activation occurs.

Touchpoints Events

An event represents a trigger factor for activating a touchpoint. Each touchpoint can have multiple events that can trigger a Contact transition (e.g. when a form is submitted: Pricing Info Form Submission).

Adding a new event

Follow the steps below to insert an event:

1. On the Touchpoint Editor, select + Add trigger to add an event from the contextual menu.

2. Choose an event from the menu:

   • Account Updated - activate the touchpoint when the Account criteria is met.
   • Contact Updated - activate the touchpoint when the Contact criteria is met.
   • Correspondence Submitted - activate the touchpoint when the Correspondence Document is submitted.
   • Document Created - activate the touchpoint when the Document is created.
   • Email Read - activate the touchpoint when the email is read.
   • Email Link Clicked - activate the touchpoint when the email link is accessed.
   • Email Opted-Out - activate the touchpoint when a Contact opts out from an email.
   • Touchpoint Completed - activate the touchpoint when another touchpoint is completed.
   • Tracked Event - activate the touchpoint when an event that is tracked occurs.
   • Task Completed - activate the touchpoint when a task is successfully completed.

3. When all configurations are finished, select Apply to save the changes.

If the name of the trigger is changed in the Properties Pane, the update will be reflected under the Journey Map Editor and its name will be automatically renamed.

Touchpoints Interactions

When an event is triggered, the Engagement Engine analysis all touchpoint events and finds a match for the Contact that triggered it. After the Contact transitions in the current touchpoint (e.g. Requested a quote), the interactions start to run.

When you try to make a connection between two touchpoints, a dialog will be displayed on the screen, where you can add triggers based on the steps of the connection start-node. This is an automatic way of making connections. Same happens when a trigger or event is inserted in the Touchpoint Editor, a connection line will be automatically designed based on the previously added trigger/event. In the dialog, triggers of type Correspondence Submitted will be detected also, so that an option .

Adding a new interaction

Follow the steps below to insert an interaction:

1. On the Touchpoint Editor, select + Add step to add a new interaction from the contextual menu.

2. Choose an interaction from the menu:

   • Communications - run a specific communication, after the touchpoint is activated.
   • Wait - wait a specific time until to process the next iteration (if it has one). This time can be relative (x days/minutes/seconds from now) or absolute (e.g. a specific date: Oct 10 2018 13:00 AM).
   • Advanced workflow - runs a custom workflow by selecting it from the project files or uploading from your local machine.
   • Task - assign a Review Journey task to an engaged customer.

3. When all configurations are finished, select Save to apply the changes.

When editing the Journey Map, please note the following toolbar options:

• Save: Use the Save ( ) button to save changes to the current journey/episode.
• Undo: Use the Undo ( ) button to move one step back in the undo chain.
• Redo: Use the Redo ( )button to move one step forward.
• Tips: Use the Tips button from the More ( ) menu to enable to hide tips regarding the designing of your Journey Map.

If the name of the step is changed in the Properties Pane, the update will be reflected under the Journey Map Editor and its name will be automatically renamed.

Journey Analytics

To access the Engagement view of Episodes and Journeys within your environment, select the Analytics button in the toolbar. Engagement module will open in a new page and it enables to you two views that can be easily accessed from the toolbar:

• Episodes
• Journeys

Contacts Pane

On each Journey/Episode Preview, that has assigned a target audience, you can view a list with all the contacts enrolled under the Contacts Pane, located in the right-side of the Journey Details page. It allows you to monitor your customers and manage them appropriately. The touchpoint reached by each contact is also displayed here.

• Contacts Count: For each journey, the contact count number is displayed at the top of the Contacts Pane. In the Journey Map Preview, the contacts count will be automatically refreshed once every 10 seconds.
• Compose: Click on the down-count-arrow and select Compose from the contextual menu to start sending correspondence to the contacts enrolled. You will be prompted to select a Project. Click Run to submit your project.
• Move To: Click on the down-count-arrow and select Move To from the contextual menu to move contacts to another touchpoint or step. Once a contact is moved, the contacts count is automatically refreshing.
• Refresh: Click on the down-count-arrow and select Refresh to reload the contacts count on the current journey\episode.

More Contacts Pane Options

At any time, you can select the More ( ) button next to a contact name in the Contacts Pane and perform the following actions under the drop-down menu:

• Open: Use the Open button to access the Contact overview page to see contact details and activity.
• Compose: Use the Compose button to run a communication project for a contact.
• Move To: Use the Move To button to move the contact to another touchpoint.

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Personas

Under the Persona section, you are able to create and manage the target audience for a Journey. A target audience is the demographic of people most likely to be interested in your products or services. It consists of a particular segment at which a product is aimed. For example, if you own a toy store, your target audience is parents, grandparents and anyone else with children in their lives.

Target Audience works with Persona. One persona consists of a group of contacts that shares the same interests.

Accessing the Personas Module

Follow the steps below to open the Personas module:

1. Select the System ( ) menu at the top-left corner of the Welcome page.
2. Choose Personas under the Engagement group.

Creating New Persona

Follow the steps below to add a persona:

1. On the Personas page, select + New Persona from the toolbar.
2. Fill out the form with the needed values:
   • Name: Enter a friendly name for your Persona.
   • Description: Optionally, provide more information about the Persona you want to create.
   • Rules: Add a filter from the drop-down list and create a statement such that a contact must satisfy a condition before being assigned to this Persona. You can add rules based on the List membership of contacts, by choosing the Lists field from the drop-down list. Additionally, select the Group ( ) button at the left side of conditions to indent certain statements of your rules.
3. Once ready, select Create to save the changes. A confirmation dialog is displayed to inform you that there are changes related to contacts' state or not. Confirm if you want to apply those changes.

To see the actual contacts assigned for a specific Persona, you should select it from the list and you will have access to every contact included.

More Persona Options

After a Persona entity is created, it will appear in the Persona's list. At any time, you can select the More ( ) button next to a persona's name and perform the following actions under the drop-down menu:

• Open: Use the Open button to access the Persona Details page. All Contacts assigned to this Persona will be displayed in a list, from where you can easily make further configurations.
• Delete: Use the Delete button to remove the Persona along with all the Contacts assigned to it.

• Properties: Use the Properties button to edit properties of a Persona. From the Edit dialog you can:
  • Enter a new name for the current Persona.
  • Update the Persona description.
  • Modify the existing rules of a persona .

Organization

Analytics

Using the Analytics Module, users can create interactive documents based on their own custom dashboards. A dashboard is a collection of widgets that provide a visualization of your enterprise data. This is useful to track metrics and other key data points relevant to a business, department, or a specific process, and it is also intended to simplify complex data flows to let users casting a glance over their current performance.

Accessing the Analytics Module

Follow the steps below to open the Analytics module:

1. Access the EngageCX Welcome Page.
2. Select the Analytics button from the Modules Menu.

or

1. Select the Systems ( ) button from the top-left corner.
2. Choose the Analytics option under the Organization module.

Dashboards

Dashboards often provide at-a-glance views of key performance indicators relevant to a particular objective or business process. These help you to make intelligent business decisions based on meaningful patterns in transactional data. Dashboards are .bid files created using the Analyst tool. To learn more about how to create a Dashboard using the Analyst tool please visit the EngageCX Analyst Help Manual.

Accessing the Analytics page you can either navigate through existing dashboards or create new ones. A good and easy way of finding and navigating through EngageCX Dashboards is using the Sidebar. By default, there will be two views in the Sidebar: Custom and System. To view all the existing dashboards, select the All Menu and to create new views, please visit the Views chapter of this guide.

The System Dashboards provide business users with an intuitive and easy-to-use tool for monitoring their issues. If a dashboard is created properly then users are treated to a highly visual panorama of their own business.

Creating New Dashboards

Follow the steps below to create a dashboard:

1. From the Analytics page select New Dashboard from the toolbar.
2. Choose the Project that should be executed from the available templates. Additionally, you have the possibility to use the search bar for a specific project name or access the sidebar for a specific folder.
3. Next, click Run and you will be redirected to the Dashboard Preview page.

Reviewing Dashboards Output

When you are designing your dashboard, you may frequently want to check the output behavior of your widgets. EngageCX provides the ability to review the output documents of the created dashboards. In Analytics page, simply select your dashboard and you will be redirected to the Dashboard Preview. The user can review and test all the widgets included in the dashboard. For this, right click on a widget in the Dashboard Preview and select one of the following options from the contextual menu:

Download CSV	Export To	Show/Hide Legend
Toggle column	Show/Hide Scrollbar

Download CSV

Follow the steps below to download a CSV from a widget's data:

1. Right click on a widget in the Preview Mode.
2. Select the Download CSV option.
3. The data in the widget will be exported as a CSV file on your local machine.

Export to

Follow the steps below to export a widget:

1. Right click on a widget in the Preview Mode.
2. Select the Export to option.
3. Choose the file format in which you want your widget to be exported.
4. The data in the widget will be exported as the selected file format on your local machine.

Show Hide Legend

The legend will be shown in your widget by default. However, you will have the option to hide it. Follow the steps below to show/hide the legend:

1. Right click on a widget in the Preview Mode.
2. Select the Show/Hide Legend option depending on the legend state.

Toggle column

This option allows you to restrict the number of columns in a table to emphasize only some of them. Follow the steps below to toggle a column:

1. Right click on a table widget type in the Preview Mode.
2. Select the Toggle column option.
3. Choose the column option that you want to be toggled.

Show Hide Scrollbar

Follow the steps below to show/hide the scrollbar:

1. Right click on a graphical widget in the Preview Mode.
2. Select the Show/Hide scrollbar option depending on the scrollbar state.

Every time a dashboard is created, a corresponding Analytics Job will run. For more details regarding Analytics Jobs, please visit Jobs chapter.

Generating Reports

Because the EngageCX Platform includes document automation technology, users can generate reports that integrate their dashboard information within an external document. Follow the steps below to generate a report:

1. Within Dashboard Output Preview, select the Reports ( ) button from the toolbar.
2. Select the available Report template from the drop-down list.
3. Select the Format for the output file.
4. Select the necessary options for the Dashboard state:
   • Include filters option suppose that the downloaded document will contain data filtered by you previously.
   • Include marks option suppose that the marks done by you under Dashboard Preview be retained when downloading the report.
5. Once ready, click Generate report.

The output file will be downloaded on your local machine.

Configure Schedules

EngageCX provides users to schedule dashboards to refresh on a certain period that you set (daily, weekly, or monthly), and then receive refreshed dashboards results by email. Follow the steps below to set up a schedule for your dashboard:

1. In the Analytics page, select Schedules from the toolbar.
2. Select None from the Schedules column next to the dashboard for which you want to configure one.
3. Click New Schedule from the Configure Schedules dialog in case there is no schedule display in the list.
4. Configure your schedule for the selected dashboard as you usually do for any other schedule.
5. Once you're ready, click Save.

You can repeat the process as many times as you consider to be necessary for your dashboard.

More Dashboard Options

After a Dashboard is created, it will appear on the Dashboard list and can be easily accessed from the Sidebar. For accessing options related to a certain dashboard, you have to select the More ( ) button and choose from the available options within the contextual menu:

• Refresh: Use the Refresh button to reload the complete dashboard with all its widget panels until the last update at environmental level that has been performed. By default, dashboards refresh every 30 minutes.
• Delete: Use the Delete button to permanently remove a Custom Analytics dashboard.

• Rebuild: Use the Rebuild button to load all data from the dashboard without taking into account previously updates. This option perform full crawl upon the database and it is available only for System Dashboards.

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Developer

Developer module is intended to bring a strong starting point of EngageCX platform users. Accessing Developer module will lead users to various samples and documentation links, latest versions of both, desktop design software and software development kits, and this will also allow developers to generate API Keys to authenticate custom applications.

Accessing the Developer Module

Follow the steps below to open the Developer module:

1. Access the EngageCX Welcome Page.
2. Select the Developer button from the Modules Menu.

or

1. Select the Systems ( ) button from the top-left corner.
2. Choose the Developer option under Organization Module.

From the Developer module you can access the following features:

API Keys	Code Samples	Project Ideas
Documentation	Software

API Keys

An API Key represents a safer way to authenticate your applications that authorizes on the client side (e.g. a browser) or a mobile application. EngageCX allows you to generate numerous API Keys, to allow access to your account of custom applications without using a username:password combination.

Managing API Keys

All users can generate API Keys for themselves, at any time, by following these instructions:

1. Access the Developer Module from EngageCX Welcome page.
2. Select the Manage API Keys button from the API Keys tile. From the Manage API Keys dialog, select the Add API Key option
3. Provide a short description for the API Key under the Reason box, then select Create.

The API Key will appear on the My API Keys list, where you can view additional information such as the creation date or the description applied.

Adding API Key for Users

The feature is available only for users that belong to groups that have the Manage Environment option enabled(e.g. environment admins).

Generating API keys on behalf of others users allows admins to have a full view and manage all the API keys of the current environment, and also helps administrators to provide custom permissions to API keys by associating them with a user. When an admin will use a key on behalf of another user to authenticate, he will have the same permissions as the user of which the API Key belongs, and not full permissions.

When an API Key is created for an end-user, it will work exactly the same as if the user has created it. The administrators can view the API Key once, then it will become obfuscated and will be visible only when the user logs in to the EngageCX Platform. Administrators can only manage(edit/delete/add) the keys. Also, if the administrator that created the API Key is updated/deleted, the API Key will still exist and work, as the end-user is the owner of the Key.

Below you can view step by step instructions on how to add an API Key for other users.

1. Access the Developer Module from EngageCX Welcome page.
2. Select the Manage API Keys button from API Keys tile. From the Manage API Keys dialog, select the Add API Key For User option.
3. Add the user(s) for which you want to generate API Keys. You can use the navigation bar to select or deselect users, or simply click in the Users box and a drop-down list with the existing users will become visible. Optionally, type in a simple description in the Reason box to justify the scope of the API Key.
4. Check the Send Notification option if you want your users to be notified through the email.
5. Once you're ready, select Create to save the changes.

Next, you will be prompted with a notification telling you that the API Key(s) has been generated and you are allowed to view the entire key string. Selecting OK will lead you to the Users API Keys list, where you can view additional information such as the creation date, the descriptions applied or the username for which the key has been generated.

By default, EngageCX will use the SMTP Connection created in Settings\Email. If there is no connection created, EngageCX will use the connection created under Domain Settings\Email from System Administrator website.

More API Keys Options

At any time, you can click on the More ( ) button button next to the API Key to perform the following actions:

Delete

You can entirely delete an API Key by selecting Delete button and confirming the deletion. An API Key is not tied to a specific administrator. Any EngageCX administrator can remove any API Key that was issued on behalf of any user.

It is important to know that deleting an API Key is an irreversible operation. The option is more useful for API keys generated on behalf of other users; for example, if you want to grant access to your application in case somebody unauthorized access it, you can simply delete the key.

Edit

This option allows you to edit the initial description provided for your API Key.

Checking User Keys

At any time, admins can see the keys associated with a specific user from the environment.

1. Access the Users tab from the Admin Settings page.
2. In the Users page, identify the “#Product Keys” tab, where you can view the keys assigned to each account. Selecting a key from the column will open the Manage API Keys dialog from where you can manage the existing keys or generate others.

Code Samples

By accessing the Code Samples page you can explore a large range of code application which demonstrates various EngageCX features.

Accessing the Code Samples Page

The code samples are divided into two categories:

Document Production Code Samples

Code samples related to document production represent a collection of code snippets that examine different ways of producing documents with EngageCX Platform. The examples vary depending on the available EngageCX Platform you are using.
By selecting on each of the examples displayed, you will be offered a short piece of code, with the possibility to execute and for some of them to actually download the output result.

Design Tools Code Samples

In this section, you will find a code snippet that shows you how to embed the EngageCX template editor in your solution. For example, by running the Online editing document using embedded Template Editor code snippet will create an authorized URL to the embedded Template Editor for a template stored on EngageCX server.

Running the Code Samples

After selecting a code sample, the Preview page is divided into two parts. The left region is an Online Code Editor, from where you can modify the code according to your needs. In the right side, you can view console that displays the generated output.

Follow the steps below to run a code sample:

1. In the Code Samples Page, select the model you want to test.
2. The Code Preview will open in a new page. You will have to select the Run button, from the toolbar to run the snippet code and instantly view the output.
   • Additionally, next to the Run button in the toolbar, you can access a drop down menu to choose any other code sample that you want to explore.
   • To read more information about API Reference, select the Documentation button from the toolbar.

Project Ideas

Likewise code samples, EngageCX Platform comes with several project ideas covering a wide range of complexity, marking a strong key point for users that want to get acquainted with EngageCX Projects. The samples are divided into four categories and show how to accomplish different goals and address particular scenarios for Financial, Insurance, Retail or Telecom business.

Accessing Project Ideas

Follow the steps below to open the Project Ideas page:

1. Access the EngageCX Welcome Page.
2. Select the Developer button from the Modules Menu.
3. Choose Project Ideas tile to view the available templates.

Installing/Uninstalling Project Ideas

EngageCX Platform has multiple Project Ideas for you that demonstrates simple and complex features. To explore these, you will have to install them first, by following the steps described below.

1. Access the Project Ideas page.
2. Select the category project you would like to install, then select the Install button, beneath its name. For full installation, select the More ( ) button from the toolbar, and select the Install All from the drop down menu.

The samples will appear now on your EngageCX Default workspace.

Exploring Project Ideas

There are several projects that EngageCX shall make available from different domains of expertise for you to play with each of them and get ideas for projects of your own.

Financial

Find out below projects from the Financial area.

Contract for a New Loan	Basic financial contract template for a new loan.
Contract for Opening a Bank Account	Basic contract template showcasing forms features like conditional pages, signatures and sends an email with the generated contract as PDF attachment.
Fact Sheet	The Fact Sheet is an on-demand communication that demonstrates how EngageCX can be used to generate outputs based on user input values.
Financial Planning Workshop Letter	The samples demonstrates how you can use account information with an interactive communication.
Loan Automation	Loan processing automation solution that allows banks to automate document-intensive loan applications.
Monthly Statement	Bank statement showcasing more complex features like barcodes.
On-Boarding Package	The samples demonstrates how you can include conditional documents and build on-boarding package deliverable to the customer.
Portfolio Analysis	The Portfolio Analysis is an on-demand communication that demonstrates how EngageCX can be used to generate outputs based on user input values.
Purchase Order Letter	Basic letter template for showcasing authoring editor capabilities.

Property and Casualty Insurance

Find out below projects from the Property and Casualty Insurance area.

Insurance Policy	The Insurance Policy sample demonstrates how forms can retrieve directly the data from EngageCX contacts.
Quote Automation	Receives quote requests into back-office system, accelerates sales process and closes deals faster.

Health Insurance

Find out below projects from the Health Insurance area.

Smart Explanation of Benefits	Smart Document sample with interactive charts and tables that generates multiple statements from data.

Retail

Find out below projects from the Retail area. Retailing consists of all activities involved in selling goods and services to customers.

Adventure Works	Collection of dashboards that describes performance metrics for AdventureWorks, a fictional company.
Bookstore Invoice	Basic example with fields and dynamic tables that generates a single invoice from data. Uses XML data as input, where the data source contains transactions for a single invoice.
Bookstore Newsletter	Basic newsletter for showcasing forms structured data feature.
Summer Sale	Summer is traditionally a slow time for retailers. This promotion takes advantage of the end of summer to unload unsold stock in preparation for next summer. The offers are enticing, and there is sense of urgency created by saying the summer clothes will be gone after the sale.
Webinar	A typical web seminar workflow.

Telecom

Find out below projects from the Telecom area. Telecom consists of billing, collecting usage, aggregating it, applying required charges and finally generating invoices for the customers.

Analytics Telephone Invoice	Analyses usage accounts using interactive charts and visualizations.
Loyalty Programs	This journey map describes the end-to-end cellular telecom customer experience, including all the steps involved in becoming a brand advocate, such as regular customer, insider subscription, special deals alerts, upgrades and merchandise purchases.
Smart Monthly Telephone Invoice	Smart Document example with interactive charts and tables. The sample generates one or more invoices from data with a Transpromo placeholder and subdocuments. Uses CSV data as input, where the data contains transactions for multiple invoices. This sample has 2 workflows, each with its own data model (.edx): one will produce all invoices and another one for a single invoice. The workflow for the single invoice will receive a parameter, the invoice ID.
Special Offers	A circular customer journey map presenting the experience satellite customers are having, focusing on a single aspect, such as monthly statements special offers.

Documentation

Accessing this module will take you to the Developers Guide documentation, where you can learn how to build applications that use API Keys, in order to produce documents requested by your company.

Software

Software tile leads you to the latest version of both, desktop design software and software development kits. In this section, you will find useful tools, to help you actually develop professional document templates, data models and interactive visualization, under EngageCX Studio or create applications that use EngageCX API to generate documents.

The EngageCX Studio provides the advanced functionality to create both traditional and modern documents, fully interactive communications. EngageCX Studio consists of three visual applications with comprehensive design models, from raw data to presentation.

For Visual Layout Templates: Publisher tool

• Create beautiful, dynamic documents from any data source.
• Comprehensive set of professional publishing features suitable for a wide range of applications including letters, invoices, statements, product catalogs and more.
• For more details, please visit our EngageCX Publisher User Guide.

For Data Models: Modeler tool

• Create professional communication or delve into insights that Business Intelligence provides.
• Features for visual, logic and easy-to-use interface that help users to connect to any data source and quickly generate a uniform output to power the dynamic document generation.
• For more details, please visit our EngageCX Modeler User Guide.

For Advanced Data Visualization Dashboard: Analyst tool

• Gain insight and perform analysis on any data using the intuitive visualizations and powerful algorithms.
• Powerful dashboards design features that enable users to design custom dashboards to successfully glean important insights from enterprise data and make use of the interpretation, analysis and prediction that make business intelligence so powerful.

EOS SDKs and EOS Portal SDKs: references that users can download to add it to their applications to be able to run EngageCX APIs. Software programmers are able to produce documents in high volumes and manage customer communications, according to the different EngageCX layers. EngageCX provides the following APIs available to download:

• Javascript for web programmers through the inclusion of EngageCX.EOS.Client.2.0.js.
• .NET for C# programmers by adding a reference to the EngageCX.EOS.Client.2.0.NET.dll assembly.
• Java for Java programmers through the EngageCX.EOS.Client.2.0.Java.jar package.

REST API Inspector: users can access the REST API page to validate APIs without any kind of setup or desktop downloads and to start testing immediately right in their browser. For more details regarding this, go to EngageCX Developers Guide.

Accessing Software Tools

Follow the steps below to open the Software page:

1. Access the EngageCX Welcome Page.
2. Select the Developer button from the Modules Menu.
3. Choose Software tile to download EngageCX tools and software products.

or

1. Select the Systems ( ) button from the top-left corner of the EngageCX Welcome Page.
2. Choose the Developer option under the Organization module.
3. Choose Software tile to download EngageCX tools and software products.

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Admin

The Settings page allows you to configure access control for users or groups, integration with other external systems or handling environment settings.

The Admin module allows you to access the following sections:

Home	Users and Groups	People
Licensing	Domains	Channels
Integrations	Sysinternals

Home

If you just signing in as an environment administrator, this page is for you. Within Home menu, you can manage environment settings such as environment timezone, import, export or uncover internal configurations.

Accessing the Home Menu

To access the Home Settings Menu, use one of the following methods described below:

1. Select the Admin menu from the Organization Module.
2. Access the Home tab from the Sidebar.

or

1. Select the Admin gear button from the Modules Menu of the Enterprise Website Welcome page.
2. Access the Home tab from the Sidebar.

Managing Time Zone

Follow the steps below to configure the time zone:

1. Access the Home tab within the Settings page.
2. Click on the UTC(Coordinated Universal Time) link next to Timezone, under the General section.
3. Set up the time zone for the current environment by selecting an option from the drop-down menu.
4. Enable the Lock the time zone for all users option if you want to use the same time zone for all users so that individuals to not be able to modify the time zone for their accounts.
5. Select OK to save the changes.

Exporting Environments

Follow the steps below to export an environment:

1. Access the Home tab within the Settings page.
2. Select Export from the right of the toolbar.
3. In the Export Environment dialog, you can picture how many assets will be included in the archive. If you agree with the content, select Export.

The zip archive will be downloaded to your personal computer and will contain all files and folder stored within your environment such as Projects, Dashboards, Journeys and Task Types.

Importing Environments

Follow the steps below to import an environment:

1. Access the Home tab within the Settings page.
2. Select Import from the right of the toolbar.
3. Select the Choose File button from the Import Zip dialog to navigate the file system. Optionally, add Comments about the content that you want to upload.
4. Enable the Reset option in case you want all the files from the current environment to be deleted.
5. Once ready, select Import to save the changes and proceed with the import procedure.

Reset Environments

Follow the steps below to reset an environment:

1. Access the Home tab within the Settings page.
2. Select the More ( ) button from the right of the toolbar.
3. Select Reset Environment from the contextual menu.
4. Choose the files from the current environment that you want to delete.
5. Once ready, select Reset to save the changes and proceed with the reset procedure.

Users and Groups

As an environment administrators, you can control who has access to the EngageCX modules, functionalities and assets. To learn more, please select one of the options from the table below:

Create, Edit and Delete Users	Create, Edit and Delete Groups
Managing Permissions	Synchronization with Active Directory

Create, edit and delete Users

The Users page allows you to create and maintain all the users within Enterprise Website, and also here you can assign them permissions that determine user's access to projects data and other administrative functions.

Access the Users Tab

Follow the steps below to open the Users tab:

1. Access the Administrator Settings page within the EngageCX Platform.
2. Select the Users tab from the Sidebar.

Create New Users

Follow the steps below to add a user:

1. Access the Users tab within the Admin settings page and select +New User from the toolbar.
2. Provide a valid Email address for the user, then click Next. This email address will be used for system notifications and password resets.
3. Fill in the form fields, as follows:
   • Select the Authentication method. You can choose between EngageCX Authentication and Windows Authentication (only when the necessary settings are configured by the System Administrator.).
     Depending on the authentication method, you will have to enter some information, such as:
   • Username\Password: enter a username, then choose a password for your user or check the Generate password automatically, in which case Ecrio will send a password through email to the user you want to create.
   • First Name\LastName\JobTitle: optionally, you can enter some essential information for your user.
   • Enabled: when enabled, users can sign in and use EngageCX Platform.
   • Groups: assign the user to a group. See Include User to a Group chapter for more details.
   • Permissions: set up the user's permissions. See User Permissions chapter for more details.
   • Manage Portal: when enabled, the user will be authorized to access the Customer Portal page and manage customer portal users.
4. Once you're ready, select OK to save the changes.

The user created will be listed in the Users page and it will be available for further configurations.

Edit User

Follow the steps below to modify a user:

• On the Users page, select Edit to modify the user's configurations that are needed.
• Once ready, select OK to update the changes.

Delete User

Follow the steps below to remove a user:

• On the Users page, choose the Delete option from the contextual menu.
• Confirm the deletion of the user by selecting OK to complete the action.

Create, edit and delete Groups

By accessing the Groups page, you can control the access rights for multiple users in one location and easily assign a user to these groups. This allows you to easily re-configure a user's rights if their responsibilities change, create consistency for levels of users, and enhance security across your team to ensure you know which users have access to which EngageCX Platform rights.

Access the Groups Tab

Follow the steps below to open the Groups tab:

1. Access the Administrator Settings page within the EngageCX Platform.
2. Select the Groups tab from the Sidebar.

Create New Groups

Follow the steps below to add a group:

1. Access the Groups tab within Admin Settings page and select +New Group from the toolbar.
2. Fill in the form fields, as follows:
   • Group Name: provide a unique name for your group.
   • Active Directory Groups: if using Active Directory for authentication, add the group(s) you may want to synchronize. If many groups are added, separate them by ;.
   • Select the Add button to choose the user(s) you want to make member(s) of this group.
   • Environment Permissions: enable the permissions granted to your group by selecting from the available options:
     • Manage Environment: see the Environment Group Permissions chapter for more details.
     • Manage Portal: check this option to grant rights to all the users in the group to be able to view the Customer Portal module and authorize the users to add, edit and remove customer portal contacts.
   • Workspace Permissions: set up the group workspace permissions or see the Workspace Group Permissions chapter for more details.
   • User Interface Profile: assign a profile for every user within the group. For more details, access the Profiles chapter.
3. Once you're ready, select Save to update the changes.

The group will be added to the Groups page and it will be available for further configurations.

Edit Group

Follow the steps below to modify a group:

• On the Groups page, select Edit to modify the group's configurations that are needed.
• Once ready, select OK to update the changes.

Delete Group

Follow the steps below to remove a group:

• On the Groups page, choose the Delete option from the contextual menu.
• Confirm the deletion of the user by selecting OK to complete the action.

Managing Permissions

EngageCX Platform gives you the ability to make your resources or EngageCX features accessible or limited, to users and groups, as you want to.

From Users or Groups, you can set up Environment or Workspace permissions depending on the access rights that you would like to give. For more granular control, you can set permissions for each individual folder. By default, all folders in a workspace are accessible for users who have access to that workspace. However, if you deny a user access to a specific folder, then all its subfolders will be restricted to that user.

For each user, you can set up the following:

• Include Users to Groups.
• Set up Workspace Permissions.
• Configure Folder Permissions

For each group, you can set up the following:

• Manage Environment Permissions
• Set up Workspace Permissions.
• Configure User Interface Profile.

In this section, you can learn how to grant or deny different permissions on users or groups.

To include a user to a group

When a user is added to a group, it will inherit all the group's permissions.

1. Access the Admin Module and navigate to the Users tab.
2. Add a new user or select Edit to open properties of one of the existing users.
3. Within User Dialog, scroll down to the Groups section and check the group(s) in which you want to add the user. By default, you will be able to see the Administrators and Everyone groups.

Or

1. Access the Admin Module and navigate to the Groups tab.
2. Add a new group or select Edit to open properties of one of the existing groups.
3. Within Group dialog, select the +Add button from the Users section and choose the user(s) you want to add to the group from the drop-down list.

To set up workspace permissions for a user

1. Access the Admin Module and navigate to the Users tab.
2. Add a new user or select Edit to open properties of one of the existing users.
3. Within User Dialog, scroll down to the Permissions section and enable from the following options:
   • Manage Portal: when enabled, the user will be authorized to access the Customer Portal page and manage customer portal users.
   • Explicit Rights: here you can select Access or Manage for the individual workspace(s) this user has access to.
     • If you give a user Access rights to a workspace, then that user will be allowed to see all folders in the workspace except the ones which have been explicitly denied.
     • If you give a user Manage rights to a workspace, then that user will be given full permissions to that workspace and all the folders, files and other assets contained in it, and will ignore any explicitly denied paths.
   • Effective Rights: here you can see all the rights of the selected user. Note that for users, explicit rights will be combined with the rights of the group(s) they are in if any.

To configure folder permissions

1. Access the workspace that contains the needed folder.
2. Select the More ( ) button, next to the folder name.
3. Choose Permissions from the contextual menu.
4. In the Folder Permissions dialog, click the +Add button.
5. Add a user from the drop-down list, then check all the permissions you want to allow for the corresponding user.

To set up environment permissions for a group

1. Access the Admin Module and navigate to the Groups tab.
2. Add a new group or select Edit to open properties of one of the existing group.
3. Within Group Dialog, scroll down to the Environment Permissions section that allows you to:
   • Manage Environment: check this option to grant rights to all the users in the group to be able to make modifications to the Environment itself and give them access to all workspaces, folders, files and other assets in that environment. This option is typically saved for the Administrators group, as it will also allow users to add, edit and remove users, groups, views, task types, and account types. Environmental Administrators can also create, edit and delete workspaces.
   • Manage Portal: check this option to grant rights to all the users in the group to be able to view the Customer Portal module and authorize the users to add, edit and remove customer portal contacts.
4. Once ready, select Save to update the changes.

To set up workspace permissions for a group

1. Access the Admin Module and navigate to the Groups tab.
2. Add a new group or select Edit to open properties of one of the existing group.
3. Within Group Dialog, scroll down to the Workspace Permissions section that allows you to configure workspace access by configuring:
   • Access Rights: the users included in the group will be allowed to see all folders in the workspace except the ones which have been explicitly denied.
   • Manage Rights: the users included in the group will be given full permissions to that workspace and all the folders, files and other assets contained in it, and will ignore any explicitly denied paths.
4. Once ready, select Save to update the changes.

To configure User Interface Profiles

1. Access the Admin Module and navigate to the Groups tab.
2. Add a new group or select Edit to open properties of one of the existing group.
3. Within Group Dialog, scroll down to the User Interface Profile.
4. Select the user profile from the drop-down list or click Edit Profiles to update the selected profile.
5. In the Manage Profiles dialog, click on the profile you want to edit. Notice that a profile needs to be set as default, to see the changes.
6. Set up different permissions for the selected profile, then click Save.

To read more information regarding User Profile, access this link.

Synchronizing Active Directory Users

In addition to adding users as described in the above sections, EngageCX allows you to synchronize Active Directory users with environment users. During synchronization, user information such as user names and email addresses are read from the Active Directory and recorded in the EngageCX database.

Before integrating EngageCX authentication with AD, it might be necessary that:

• Each user needs to be included in a group domain;
• Each group domain should be part of an Active Directory.

Below you can see the steps you need to follow to check the group type of the Active Directory:

1. Access the server that contains the Domain Controller.
2. Open the Active Directory Users and Computers tool.
3. Go to Users.
4. Right-click on the group domain and select Properties.
5. Under the General section, check the Group Type.

Enable access from the Sysadmin Website

Using Active Directory users with EngageCX requires you to enable the Use Active Directory to authenticate users option available in the Authentication page of the EngageCX Sysadmin website.

Once the property is enabled, AD users will automatically be granted access to the EngageCX Platform when they login. Upon logging into the EngageCX Platform with an AD user, the system will automatically synchronize with the Active Directory by creating an associated user inside the EngageCX System. Note that only the required information about the user (such as the Name and Email address) will be stored in the EngageCX Platform. Sensitive information, such as the password, will not be stored.

Logging-in

Logging in using an AD user requires the following structure:

Domain\UserSyntax

Authorization in AD

By default, after logging into the EngageCX Platform, the AD User will not have any permission. Permissions can be provided by mapping EngageCX Groups to AD Groups. To map the two groups you need to follow the instructions below:

1. Sign in to the Enterprise Website and access the Admin settings button from the Welcome page.
2. Select the Groups tab from the Sidebar.
3. Select the needed group from the list. Additionally, you can click on the New Group button in the toolbar to include new groups.
4. In the Group dialog, enter the AD group(s) you may want to synchronize under the Active Directory Groups field. If you want to synchronize multiple groups, these should be separated by ;. The permissions set up on the group you edit will be inherited to the AD group(s) of users. To find out more about permission managements in EngageCX solutions, please access the Permissions section.

Admin People

The EngageCX Platform allows users to engage in various subscription lists, sent by your organization, from the User Preference Center form. Subscriptions must be added onto the Subscriptions page, in order to be available in the form. When subscriptions are enabled, emails sent to customers will contain a footer containing a link to unsubscribe from the list, like this: This email was sent to customer@email.com. If you no longer wish to receive these emails, please unsubscribe here.

Selecting the unsubscribed link will open the User Preference Center form. It will contain additional public lists which your customers can select to subscribe. The User Preference Center is stored in EngageCX Projects.

Field Customizations

From the People page, you have some customization links, that redirects you towards the customization of each one of the forms corresponding with Account, Contact or Lead .efd files in the Form Editor.

1. Select Edit Fields for each form you want to configure.
2. Customize the form fields according to your needs.
3. Once you're ready, do not forget to select the Save ( ) button to persist the changes into further utilization of the current form.

Creating a Subscription

Follow the steps below to add a subscription:

1. Access the Admin Settings page within EngageCX Platform.
2. Select the People tab from the Sidebar.
3. In Subscriptions page, select the More ( ) button from the toolbar and choose the Create subscription option.
4. Fill in the form with the required parameters:
   • Name: provide a name for your subscription that will be visible in the User Preference Center.
   • Description: optionally, add a description where to highlight the purpose of the subscription.
5. Once you're ready, click Save to update the changes.

The Subscription name will appear in the User Preference Center communication, when a customer select to subscribe to an associated list.

More Subscription Options

In the Subscriptions page, you can select the More ( ) button, next to the subscription name and access the following options under the drop-down list:

• Edit: Use the Edit button to edit the configurations of the subscription.
• Delete: Use the Delete button to delete the subscription from the User Preference Center form.

Licensing

In order to use EngageCX, as a client, you need to have an EngageCX Account synchronized (accounts.ecrion.com), from where you can retrieve and keep track of your product keys. EngageCX manages automatic integration with EngageCX Account, in order to provide keys for EngageCX products. Each product key dictates what features or components are available and how long can it be used.

EngageCX offers two types of licenses:

• server-side licenses
• environment-based license

Server-side licenses can be installed and managed from the Sysadmin Website, under the Licensing page. To learn how to install and manage server licenses, please visit the Licensing chapter of the Sysadmin Guide.

Environment licenses can be installed and managed from the Enterprise Website, under Admin settings. Note that this feature is available only for the users that have manage-environment rights(e.g. environmental administrators). An environment key can be added to an existing EngageCX user account and it is a 1:1 relationship between them. As a consequence, deleting an environment will also uninstall the attached environment product keys.

Once assigned to a customer account, each license has an expiration date that is given by the user's request. For example, if a user is willing to purchase a license only for a month, the expiration date will expire exactly in a month from now on.

Accessing the Licensing Menu

Follow the steps below to open the Licensing page:

1. Access the Admin Settings page within EngageCX Platform.
2. Select the Licensing Menu from the Sidebar.

Online Installation

If your server has an Internet connection, we recommend using Online Activation for your product keys. Below you can find step by step instructions on how to install a product key online.

1. Access the Licensing tab within Admin page.
2. When the Product Keys option is toggled off, select Sign-In.
3. Enter the username and password of your EngageCX Account, then click Sign-in.
4. Next, select the +Add License button from the toolbar.
5. Choose the Product Key(s) you need and select Install.

Offline Installation

If your server is offline or cannot otherwise communicate with our licensing server, we recommend using Offline Activation. Below you can find step by step instructions on how to install a product key offline.

1. Access the Licensing tab within Admin page.
2. Next, select the +Add License button from the toolbar.
3. Copy the request key from the Add Key form.
4. In the Add Key dialog, copy the string generated in the Step 1 box.
5. Next, in a web browser, access your EngageCX account, then select the corresponding Key Id from the Product Keys tab.
6. In the license dialog, select the Install Product Key dialog, paste the string into the Activation Key box, then click Install.
7. Next, copy the activation string, then go to your EngageCX domain page and paste the string into the Step 2 box. Once you're ready, select Finish.

All Product Keys that are installed will be displayed on the Licensing page, together with meaningful information such as the expiration and maintenance dates and the user to whom this license is assigned.

More Licenses Options

At any time, you can click on the More ( ) button next to the Key to perform the following actions:

Assign License to a User

The licenses can be assigned to clients that have EngageCX Accounts.

1. In Licenses page, select the More ( ) button, next to the Product Key for which you want to assign a user and choose Assign option.
2. Select a user from the available list found in your environment and press OK to save the changes.

Once assigned, the user can benefit from the full EngageCX Studio features. The user must log into the EngageCX Studio tools (Publisher, Modeler or Analytics) and provide the same credentials used in the assignation of the product key. Otherwise, they will not be able to integrate with EngageCX Account.

The environment license assigned to the user can be easily revoked, too. Select Revoke from the contextual menu of the Product Key and confirm the selection.

Uninstall Licenses

The uninstall process is very similar to the install process, providing both an online and offline methods.

When you have an internet connection, a product key can be uninstalled as follows:

1. In the Licenses page, select the More ( ) button, next to the Product Key that you want to remove and choose Uninstall option.
2. Confirm the deletion and select OK to update the changes.

If you do not have an internet connection, a product key can be uninstalled as follows:

1. In Licenses page, select the More ( ) button, next to the Product Key that you want to remove and choose Uninstall option.
2. Confirm the Offline Mode to release your license and select OK to update the changes.
3. Copy the string from the box and go to EngageCX Account Website to paste it.
4. Select the corresponding Key ID for your license and select Uninstall Product Key, where you paste the string you have previously copied. Then, select Uninstall to update the changes.

The product key will be released and it will be no longer available for you to use.

Domains

Within Domains, you can enable an analytic tracking system that will help you monitor who is visiting your website and create a portrait view of your website audience. Using a tracking system allows you to find out information such as how many users interact with your website, how engaged they are, the location of your users or what device do they used to visit your website.

Accessing the Domains Page

Follow the steps below to open the Domains page:

1. Access the Administrator Settings page within EngageCX Platform.
2. Select the Domains tab options from the Sidebar.

Adding a New Domain

Follow the steps below to add a domain:

1. Access the Domain page and select +New Tracker from the toolbar.
2. In the Create Tracker dialog, fill in the mandatory form fields:
   • Enter a unique and relevant name for the Tracker.
   • Include the domain(s) according to your needs. Note that at least one domain is required. Only traffic that originates from these domains (including all subdomains) are allowed.
   • Select which tracking data you want to store:
     • Auto Detect Geographical Data - extracts data automatically from IP Address.
     • Auto Detect Device - extracts data automatically from the User Agent parameter.
     • Auto Detect Web Campaigns - extracts web campaign's parameters from data location.
     • Track First Web Visit - extracts the timestamp and the address of the first visited web page.
3. You can create a mapping between EngageCX and Track Fields. Select the Lead Fields tab menu for configuring this option.
4. Access the Advanced tab to set the utm_* flags as Blacklist URLs. These parameters are used to exclude from the accessed URLs that are being tracked within the domain. The data extracted from the accessed links will be found in the Customer Activity.
5. Once you're ready, select Create.

The domain will appear now on your Tracking list.

Mapping Lead Custom Fields to EngageCX Track Fields

EngageCX provides a way to convert a qualified lead based on information extracted from the track fields.

1. Starting from the Create Tracker/Edit Tracker dialog, access the Lead Fields tab menu.
2. Click Add to configure a mapping. Before you begin, make sure you have the corresponding custom fields added under EngageCX fields.
3. Configure the mapping and select which EngageCX field you want to map to which Track field from the drop-down menus.
4. Once you're ready, select Save and then click Update.

Adding Tracker Code to your Website

For each domain added, EngageCX Platform will generate a Tracker Code, whereon you will have to add to your website. The steps below provide information on how to add the code to your website.

1. Access the Domain page.
2. Identify the Domain Tracker you want to integrate with your website, then select Get Tracker Code.
3. Select Copy To Clipboard. Note that every time you create a new tracker, you have to do this copy-paste operation in the pages on which you are interested to monitor users because the code generates a unique id, which you have to specify in the < > HTML tag.
4. Access the code of your site's templates that you want to start the tracking and paste the script code as the first item into each page that you want to track.

More Tracking Options

Once a Tracker is created, you can access some options by selecting the More ( ) menu next to it under the drop-down menu:

• Edit: Use the Edit button to modify the tracker's configurations that are needed and select Update to save the changes.
• Delete: Use the Delete button to remove the tracker, then confirm the deletion of the tracker by selecting once again Delete.

Channels

EngageCX Channels are used to deliver communications directly to the final recipients. EngageCX provides a multi channel messaging for distributing documents, such as Email, Print or SMS. Before creating a channel, users need to configure a corresponding queue, then run a communication that has a channel defined. After running the communication, job tickets will be generated showing the status, the time and the name of the job that has been running in the workflow.

Accessing the Channels Module

EngageCX provides two methods of accessing Channels. One is to configure a channel from the Admin Settings page or another one is to access the channels module from the EngageCX welcome page.

Configuring Channels

Configuring a channel in EngageCX implies setting up a channel queue. This can be achieved either by creating a corresponding queue (Email, SMS or Print) from the Channels view in the Admin settings or through the Channels module.

From the Admin Settings

Follow the steps below to open the Channels page:

1. Select the Admin module from the Welcome page.
2. Access the Channels tab from the Sidebar.

Creating an Email Queue

Follow the steps below to create an email queue:

1. In the Channels page, select the +New Channel button from the toolbar. Choose Email option from the contextual menu.
2. Fill in the Email Queue form with the appropriate values:
   • Name: provide a unique and relevant name for the email channel you want to create.
   • Description: optionally, add a description related to the channel.
   • Email Connection: select the connection from the drop-down list. If there are none available, you will need to create a new email connection from internals settings.
   • Track Email Read: if enabled, this option will embed in all HTML email messages delivered through this queue a one-pixel transparent image that resides on the EngageCX server. When the recipient of the email loads the images for that, it will inform the EngageCX Server that the email has been read. This Read status will be reflected in the Status column.
   • Track Web Campaigns: if enabled, this option will embed in the links sent by email information about the active web campaigns.
   • Track Engagement: if enabled, this option will keep the evidence of the customers accessing the links delivered through email.
   • Suspend tickets with bounced recipients: if enabled, this option will suspend the email ticket that has the TO recipient as a bounce list item.
   • Select Send test email if you want to check if the email connection is successfully configured.
3. Once ready, select Save to update the changes.

Your Email Channel will appear on the Channels page and it will be available for further configurations.

Creating a Print Queue

Follow the steps below to create a print queue:

1. In the Channels page, select the +New Channel button from the toolbar. Choose the Print option from the contextual menu.
2. Fill in the Print Queue form with the appropriate values:
   • Name: provide a unique and relevant name for the print channel you want to create.
   • Description: optionally, add a description for your print queue.
   • Select the + Add Printer button to choose the device(s) to be used for printing jobs in this queue.
3. Once ready, select Save to update the changes.

Your Print Channel will appear on the Channels page and it will be available for further configurations.

Creating an SMS Queue

Follow the steps below to create an SMS queue:

1. In the Channels page, select the +New Channel button from the toolbar. Choose the SMS option from the contextual menu.
2. Fill in the SMS Queue form with the appropriate values:
   • Name: provide a unique and relevant name for the SMS channel you want to create.
   • Description: optionally, add a description for your SMS channel.
   • SMS: select the SMS connection to use for jobs in this queue. If there are none available you will need to create a new SMS connection.
3. Once ready, select Save to update the changes.

Your SMS Channel will appear on the Channels page and it will be available for further configurations.

From the Channels Module

In order to access this module on your EngageCX Platform, you should have environment administrator privileges that allow users to enable this feature. This option can be set up from Modules section when configuring User Profiles.

1. In the Welcome page, select the Channels module.
2. The old Channels functionality is brought back into this view.

Configuring Channel Queues

The Channels page offers the three options of creating a queue for the required channel (Email, SMS or Print).

Configuring an Email Queue

Follow the steps below to configure an email queue:

1. In the Channels page, select the Email tile to create an email channel.
2. Select the +New Queue button from the toolbar.
3. Fill in the Email Queue form with the appropriate values:
   • Name: provide a unique and relevant name for the email channel you want to create.
   • Description: optionally, add a description related to the channel.
   • Email Connection: select the connection from the drop-down list. If there are none available, you will need to create a new email connection from internals settings.
   • Track Email Read: if enabled, this option will embed in all HTML email messages delivered through this queue a one-pixel transparent image that resides on the EngageCX server. When the recipient of the email loads the images for that, it will inform the EngageCX Server that the email has been read. This Read status will be reflected in the Status column.
   • Track Web Campaigns: if enabled, this option will embed in the links sent by email information about the active web campaigns.
   • Track Engagement: if enabled, this option will keep the evidence of the customers accessing the links delivered through email.
   • Suspend tickets with bounced recipients: if enabled, this option will suspend the email ticket that has the TO recipient as a bounce list item.
   • Select Send test email if you want to check if the email connection is successfully configured.
4. Once ready, select Save to update the changes.

Your Email Channel will appear on the Channels page and it will be available for further configurations.

Configuring an SMS Queue

Follow the steps below to configure an SMS queue:

1. In the Channels page, select the SMS tile to create an SMS channel.
2. Select the +New Queue button from the toolbar.
3. Fill in the SMS Queue form with the appropriate values:
   • Name: provide a unique and relevant name for the SMS channel you want to create.
   • Description: optionally, add a description for your SMS channel.
   • SMS: select the SMS connection to use for jobs in this queue. If there are none available you will need to create a new SMS connection.
4. Once ready, select Save to update the changes.

Your SMS Channel will appear on the Channels page and it will be available for further configurations.

Configuring a Print Queue

Follow the steps below to configure a print queue:

1. In the Channels page, select the Print tile to create a Print channel.
2. Select the +New Queue button from the toolbar.
3. Fill in the Print Queue form with the appropriate values:
   • Name: provide a unique and relevant name for the print channel you want to create.
   • Description: optionally, add a description for your print queue.
   • Select the + Add Printer button to choose the device(s) to be used for printing jobs in this queue.
4. Once ready, select Save to update the changes.

Your Print Channel will appear on the Channels page and it will be available for further configurations.

More Channels Options

In the Channels page, at any time, you can select the More ( ) button, next to the channel name and execute the following actions under the drop-down menu:

• Delete: Use the Delete button to permanently remove the selected channel queue and all its configurations.
• Properties: Use the Properties button to access the Channels properties for modifying channel's configurations.
• Open: Use the Open button to see all the jobs corresponding to the selected channel queue.

Viewing Channel Tickets

When a workflow is executed with a channel step (Email, Print or SMS) configured, a corresponding job is generated. These jobs are also called "tickets" and can be accessed through Channel Tickets from the Sysinternal page.

Integrations

The Integrations module allows you to manage the integration of EngageCX accounts and contracts with other external systems, such as Customer Management Systems(CRM).

Accessing the Integrations Menu

Follow the steps below to open the Integrations page:

1. Select the Admin button from the Organization section.
2. Access the Integrations tab from the Sidebar.

or

1. Select the Admin gear button from the Modules Menu in the Enterprise Welcome page.
2. Access the Integrations tab from the Sidebar.

CRM Synchronization

Having all customer data synchronized into a single view will enhance the business productivity of your organization.

Creating CRM Synchronization

Follow the steps below to configure a CRM synchronization:

1. In the Integrations page, select the + New Integration button from the toolbar. Choose the CRM Synchronization option from the contextual menu.
2. Select a CRM connection from the drop-down list under the Manage People Integration dialog. If there are not any connections, you have to configure an external system integration from Connections chapter.
3. Check the Enable synchronization option, such that EngageCX will be able to synchronize CRM entities, such as Accounts, Contacts and Leads, according to some rules.
4. Switch between tabs to configure the mapping between EngageCX custom fields and CRM fields, as follows:
   • CRM Accounts mapped with EngageCX Accounts, under Account Fields tab.
   • CRM Contacts mapped with EngageCX Contacts, under Contact Fields tab.
   • CRM Leads mapped with EngageCX Leads, under Lead fields tab.
5. You have the possibility to erase a mapping from any lists of Fields, by clicking on the Delete symbol button. The created mapping can also be edited, by clicking on Edit symbol button, specifying the mapping property in EngageCX Platform or/and the CRM field for the EngageCX field to be mapped to. The entities deleted in CRM, are also deleted in EngageCX Platform and vice versa. If any conflict occurs, while updating mapping properties, the CRM value is kept.
6. Select the Add button, to create a new EngageCX - CRM field mapping, if needed. The newly created entities in EngageCX Platform, are created also in CRM and vice versa. For example, if you map a 'Last_Name' field from CRM with 'Name' field in EngageCX, any change in CRM at the level of 'Last_Name' will be applied also in field 'Name'.
7. Click on Save button, to successfully apply all changes to your mapping.
8. Select the Enable & Sync Now button to start the synchronization process. You can click on View Synchronization Log option from the Integrations Menu and see the progress of the synchronization process in the Sync Log View.

Search

One useful feature that you may wish to utilize is the Search Box located in the toolbar and it can be easily accessed from the EngageCX Welcome Page. For every search that you intend to do, we recommend to:

• Make sure all words are spelled correctly.
• Try different search terms, in case you obtain unsatisfied results.
• Limit your search terms and try to use fewer words.

Quick Search

Quick Search can be used when you want to search for specific files within EngageCX and is used for keywords searching or particular phrases. Using this feature will help you find files faster and navigate directly to the content you want to see.

Performing Quick search

Follow the steps below to perform quick search:

1. In the EngageCX Welcome page, select the Search button from the toolbar.
2. Type the name of the file you want to find or keywords, then hit Enter.
3. You will be redirected to the Search Center with all the results found.

Search Tips

Below you can find some tooltips for a more efficient search of your files to use under the Search Box:

• "your_content" - in case that your keyword is the middle part of the word you are looking for.
• start* - in case that your keyword is exactly the first part of the word you are looking for.
• *end - in case that your keyword is exactly the last part of the word you are looking for.
• property: your_value - in case you know the value of a property and you can use it as a keyword.

Sidebar Views

The Sidebar from the Search Center is an effective improvement in the search process as it helps users to filter their results. So, if you are retrieving too many results after a Quick Search, you may wish to try narrowing your search by specifying the subject index field that might contain your asset or the date estimation when this file was created.

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Advanced Search

Users can narrow down search results for more complex searches by using the Advanced Search feature. The Search Engine uses a set of very useful crawl tools by a series of different filters and clauses.

Accessing Advanced Search

Follow the steps below to open the Advanced Search page:

1. Access the EngageCX Welcome Page and select the Search button from the toolbar.
2. Type in the keyword associated to your file and hit Enter. Search Center page will open in a new window tab.
3. Select the Advanced Search button from the toolbar. Proceed to the search configurations.

Configuring Filters & Clauses

Follow the steps below to configure a search filter:

1. After selecting the Advanced Search button, a new dialog will open.
2. Configure the filter parameters for better results and fill in the form with the appropriate values:
   • Select the match type from the drop down menu. You can choose from three available options:
     • Any Words: search engine matches not only the whole phrase but also words individually.
     • All Words: search engine matches just results containing all words in a phrase, not necessarily typed in the same order.
     • Exact Phrase: search engine matches the whole phrase only.
   • Type in the Search Box your word(s).
   • Result type: select your result type of your searches from the dropdown menu. For example, if you want to look for the Fact Sheet project folder, you should select the Folders option.
3. Configure the search clause by setting up a criterion. Select Add new clause button.
   • Field: select the field of the previously selected result type to base your criteria on.
   • Operator: choose the operator to use for testing the condition.
   • Value: provide the value for which the condition must test true. You can add as many clauses as you need.
4. Once ready, select Search to update the changes.

Tasks

Tasks were created to help you split your work with other team members, allowing you to improve the way you plan and track the life-cycle of an EngageCX project. Using tasks, you can stay constantly connected with your team's work, have a good view and clear idea of the project's onset, enhancing your organization to a successful management and completion of your document production.

Review and Approval

The EngageCX Platform provides many ways to review your project assets, by allowing you to:

• Set the Review and Approval process for an entire workspace;
• Review and Approve a project before deploying a Project Version in a production environment;
• Manually create and configure a workflow to approve your projects.

Enabling Review and Approval

In EngageCX, you will be able to set a Review and Approval for all the files within a workspace or for a version of the project.

Follow the steps below to enable Review and Approval:

1. Access the Workspaces Module and identify the workspace on which you want to enable the process.
2. Select the More ( ) button, next to the Workspace name.
3. Choose Manage from the contextual menu.
4. In the opened dialog, under the Review and Approval section you can choose from the following options:
   • Run only approved files: when selected, you will be able to generate documents only from the latest approved version of a project snapshot. If there are no approved assets, you will see a notification informing you that there are no approved versions available.
   • Approve communication projects before publish: when selected, you will not be able to publish versions that are not approved.
   • If both options are selected, you can run and publish only approved assets.
5. Once ready, select OK to update the changes.

Requesting Review and Approval

The next step after enabling the Review and Approval process is to request a review for your work to be able to run the approved files. Below you can find step by step instructions in order to request a review and approval.

1. When the Run only approved files is enabled, you will not be able to run any communication project containing files that are not approved.

There are two ways to request a review for workspace's files:

• From Task, by creating a new Review Document task.
• From Workspaces, by requesting review for a workspace folder or file.

2. When the Approve communication projects before publish is enabled, you will not able to publish any project version that is not approved. There are two ways to request a review for a snapshot project:

• From Tasks, by creating a new Review Snapshot task.
• From Projects, by requesting review for a Project Version.

Requesting Review from Workspaces

Follow the steps below to request Review and Approval:

1. Access the workspace that contains the needed files.
2. Select the More ( ) button, next to the file/folder name.
3. Choose Request Review and Approval.
4. Within Request Review and Approval dialog
   • Select the files you want to send for review.
   • Choose a convenient date to receive feedback.
   • Optionally, add some comments or attach additional assets.
5. Once ready, select OK. Notice that your file has been submitted for review. Select Execution Details to track the review workflow. If using the default workflow, a review document task will be assigned to all users included in the Administrator Group.

Requesting Review from Projects Snapshot

Follow the steps below to request Review and Approval:

1. Access the project that contains the needed snapshot.
2. Select the Versions button, at the right of the toolbar.
3. In the Versions dialog, select the More ( ) button, next to the snapshot name you want to submit.
4. Choose Request Review and Approval option.
5. Within Request Review and Approval dialog
   • Select the files you want to send for review.
   • Select the files you want to send for review.
   • Choose a convenient date to receive feedback.
   • Optionally, add some comments or attach additional assets.
6. Once ready, select OK. Notice that your file has been submitted for review. Select the Execution Details to track the review workflow. If using the default workflow, a review snapshot task will be assigned to all users included in the Administrator Group.

Review and Approval Default Workflows

For each Review and Approval configuration, you will have the option to use the default workflow or update a review and approval workflow manually.

Review Workflow

The default Review Workflow will go through the following steps:

• Create a snapshot of the project.
• Assign a Review Task to the Administrators group.
• If the snapshot is Approved, it will tag the assets as approved. They will then be able to be used the next time a communication is run.
• Delete the snapshot after a Approved or Rejected choice has been made.

Review and Publish Workflow

The default Review and Publish workflow will go through the following steps:

• Create a snapshot of the project.
• Tag the snapshot as pending.
• Assign a Review Snapshot Task to the Administrators group.
• Tag the asset as Approved or Rejected. They will then be able to publish the snapshot.

Edit Workflow

By selecting the Edit Approval Workflow option, you have the ability to update the default workflow to suit your needs. When updating the Review and Approval workflow it must be necessary to include the following steps:

1. Create Snapshot, which will create a snapshot of the project as it currently is.
2. Tag, which will set Approved to true or false on snapshot, so that the assets will be able to be used in the production runs.

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Working with Tasks

In the Tasks page, you are allowed to create new tasks and issues for other users, review files and approve or add new document versions.

Accessing the Tasks Module

Follow the steps below to open the Tasks page:

1. Sign-in to the EngageCX Website.
2. Select the Tasks button from the right of the toolbar, next to Search.

Creating a New Task

Follow the steps below to create a task:

1. In the Tasks page, select the +New Task button from the toolbar.
2. Choose the task type you want to create from the contextual menu. Depending on the context, you can either select to:
   • Issue
   • Review Document
   • Review Journey
   • Review Snapshot
   • Task
3. Fill in the new task form with the appropriate values:
   • Name: provide a relevant name for the task you want to create.
   • Assign To: select from the drop down list to assign the task to a user or a group within the current environment.
   • Description: optionally, provide a description to highlight the purpose of this task.
   • Within Notification Recipients box, you can add email addresses of other users that you want to collaborate to the current task.
   • More: select this option to include other essentials assets to the current task. Select the + to add attachments and browse within your local machine the file that you want to insert. Then, select the Upload to save the changes.
4. Once ready, select the OK.

All the users specified will be notified through the email, and the task will be available within their Tasks list.

Navigating through Tasks

A good and easy way of finding and navigating through EngageCX Tasks is using the Sidebar. By default, the Sidebar provides two views:

• For approval: shows all the tasks that require approval by you or another administrator user, either created form Tasks or assigned using the Review and Approval process.
• My Tasks: display a view of all the tasks that have been assigned to you.

At any time, you can create new Views to simplify your tasks perspective. For more details, please visit the Views chapter.

Working with Tasks

Even if you need to review and approve project content or you just want to create a task or issue for another member of your team, in both ways, you can monitor the overall progress of each task.

To open the Task monitor page, simply access the Tasks page and then select the one you want to analyze. Within the task monitoring page, you can view:

• the Task Board, that shows the team member for which the task has been assigned, creation date or the status of work as it progresses from New to Active, then to Complete.
• the Timeline Board, providing a clear map of all the stages on which a task went through.
• the Comments Board, where you can add and review comments or attachments.

After a new task has been added to the list, it will appear to the assigned user as a New Task.

Starting a Task

Follow the steps below to start working on a task:

1. Access the task on which you want to start working.
2. Select the Start Work button from the Task Board.
3. Within Start Work dialog, you can choose a snapshot to work on from the drop-down menu, to add new attachments or comments, or simply select the OK to start working with any further afterthoughts.
4. In the Timeline Board that the Task has changed its status from New to Active.

The next step after completing the task is either to Approve or Reject the current task.

Approving a Task

Follow the steps below to approve a task:

1. Access the task whereon you want to approve.
2. Select the Approve button from the Task Board.
3. Within Approve dialog, you can choose to add new assets or comments, or simply select the OK to approve the task.
4. In the Timeline Board that the Task has changed its status from Active to Approved.

Rejecting a Task

Follow the steps below to reject a task:

1. Access the task whereon you want to reject.
2. Select the Reject button from the Task Board.
3. Within Approve dialog, you can choose to add new assets or comments, or simply select the OK to reject the task.
4. In the Timeline Board that the Task has changed its status from Active to Rejected.

Enforcing four-eyes principle

When requesting a review for a document or snapshot, you can enable the four-eyes principle for tasks. If this configuration is enabled, a user who requested the Review will not be able to Approve any changes.

1. Access the Workspaces Module and identify the workspace on which you want to enable the process.
2. Select the More ( ) button, next to the workspace name and choose Manage from the contextual menu.
3. In the opened dialog, under the Tasks section, enable the Enforce four-eyes principle for tasks option.
4. Once ready, select the OK to update the changes.

Editing a Task

To assign an existing task to a new team member or just update the task description, use one of the two methods described below:

1. Access the Tasks page and locate the task you want to edit.
2. Select the More ( ) button, next to the task name and choose Edit from the contextual menu.
3. Edit the task form and select the OK to update the changes.

Or

1. Access the Tasks page and open the task you want to edit.
2. Select the Edit button from the toolbar.
3. Edit the task form and select the OK to update the changes.

Deleting a Task

Follow the steps below to remove a task:

1. Access the Tasks page and locate the task you want to remove.
2. Select the More ( ) button, next to the task name and choose Delete from the contextual menu.
3. Confirm the deletion and the task is removed from the list.

SysInternals

Enabling System Internals

Follow the steps below to enable Sysinternals:

1. Access the Admin Settings page and navigate to the Home tab.
2. Check the Show Internals option under Advanced section.
3. Select the Sysinternals Menu for further system configuration at the bottom of the Sidebar.

Configurations

From Configuration, administrators can access and set up from a variety of different modules. Select the feature you want to explore from the table below.

Views	Tasks	Profiles	Environment Variables	Custom Paths	Tags	SSO
Forms	Portal	Audit	Emails Bounce List	OAuth2	Microservices

Views

A View is a custom perspective for all the modules and options present in EngageCX Platform. Throughout EngageCX, there are different default views depending on which section you are in. However, you are able to create new views to customize your user experience and find the needed files in a quick and easy way. For example, if you have tagged files in a project as important as you are able to create a view which will allow you to easily see all the files with that tag.

The built-in views that come with EngageCX are not intended to be modified, because they are monitored and their definitions will be reverted to the initial state if modified. This is so that in case we need to alter them in subsequent updates, there won't be any conflicts with potential user changes.

Accessing the Views page

Follow the steps below to open the Views page:

1. Under the Admin Settings page, go to Sysinternals Menu from the Side Bar.
2. Select the Views button from the Configuration section.

Creating a New View

Follow the steps below to configure a view:

1. Start by selecting the +New View button from the toolbar to create a new view.
2. From the dropdown menu, choose the type of view you want to define. The View Type indicates where the view will be able to be seen. Currently, you can create a view for Files, Jobs, Tasks, Communications, Email, Print, SMS or Marketing.
3. Next, enter a unique and relevant Name and a Description for the View, then select Create.
4. Within Edit View dialog fill in all the mandatory fields
   • Choose how this view will be presented, either list, grid, or collapsed, using the buttons at the top-right corner.
   • Enable the Daily report option, add the email address of the recipients and set the Report time for sending reports at a certain time every day.
   • Select Filters for this View by selecting the Add button. Define a condition for the filter operation. For more details, please read the Filters chapter.
   • Select the Columns on which you are interested in to see in the view. For more details, please read Columns chapter.
   • Additionally, you can select Delete View to remove the current view.
   • Selecting the Duplicate View option allows you to create a duplicate of your view and configure new specification for it.
5. Once ready, select Save to update changes and successfully create the view.

Filters

Filters allow you to specify the rules to select the files you want.

The required parameters to define a filter are:

Field	Define the name of the field that you wish to filter by.
Operator	Define the relationship between the field and the value, e.g. Equals, In, etc.
Value	Define the value that the field should compare itself to.

If the field and the value satisfy the relationship defined by the operator for a certain item, then that item is a match and will be shown in the view.

Columns

Columns allow you to specify which properties (columns) you wish to see in the View. You can specify a display name for each property (the column heading) and whether or not the contents of the column will be expanded. If you have defined multiple columns, you can also reorder them by clicking on the up/down arrows. The required parameters to define a column within a custom view are:

Field	Define the name of the field that you wish to filter by.
Display Name	Define the value that the field should compare itself to.
Value	Define the expanded area that the field is able to interface with.

Editing a View

Follow the steps below to modify a view:

1. Access the Views page under Configuration section from Sysinternals.
2. Select the view you want to configure from the list or right-click on it and choose Edit option from the contextual menu.
3. Modify the view parameters under Edit View dialog, according to your needs.
4. Select Save to update the changes.

Deleting a View

Follow the steps below to remove a view:

1. Access the Views page under Configuration section from Sysinternals.
2. Right-click on the view you want to remove from the list and select the Delete option from the contextual menu.
3. Select OK and confirm the deletion.

Task Types

From Task page, you can manage the different type of tasks that can be accomplished by users. By default, EngageCX comes with 4 types of tasks: Issue, Review Document, Review Snapshot or Task. In this section, you can view how to create new task types for your users. To learn how to create new tasks and assign them to users.

Accessing the Task Types page

Follow the steps below to open Task Types page:

1. Under the Admin Settings page, go to Sysinternals Menu from the Side Bar.
2. Select the Tasks button from the Configuration section.

Creating a New Task Type

Follow the steps below to configure a task type:

1. In the Task Types page, start by selecting the +New Task Type from the toolbar.
2. Fill in the New Task Type form with the required fields:
   • Name: provide a unique and relevant name for your task.
   • Description: optionally, add some description about the new task type.
3. For each new task you create, you need to set up States and Transitions. Task states define how your task progresses upon its creation to closure. To add a new State, you have to select the +Add State button and fill in the New State form with the appropriate values:
   • Name: provide an appropriate name for the state of your task.
   • Requires work item of type: select the types of assets this state will apply to: Documents, Snapshots or None.
   • Is starting state: optionally, enable this option if the state will be a starting state.
   • Remind Frequency: set up a reminder for this state in hours.
4. Once ready, select OK to save the changes. You can repeat the third step as many times as you need to create multiple states.
5. If multiple states were added, you will have to define rules that tells how a task passes from one state to another, a process known as transitioning the task. To add a task transition you have to select the + button next to the state name and fill in the New Transition form with the appropriate values:
   • Name: provide a name for the task transition you want to create.
   • Transition to state: select the state to go, from the drop down list.
   • Notifications Disabled: optionally, you can enable/disable email notifications option.
   • Request User Input: optionally, you can enable/disable this option to create a form for collecting information from the user.
6. Once ready, select Save to update the changes and successfully create the task.

Recreate Standard Task Types

This procedure will restore the default task types to their initial configurations.

1. Access the Task Types page.
2. Select the More ( ) button from the toolbar and choose Recreate standard task types.
3. Confirm the reset task configuration by selecting Reset.
4. All the default task type data (Review Document, Review Snapshot, Review Journey, Issue and Task) will be overridden and the configurations done to these task types will be lost.
   

Editing a Task Type

Follow the steps below to modify a task type:

1. Access the Task Types page and click on the More ( ) button, next to the task you want to edit.
2. Select Edit from the contextual menu. The Task Types dialog will open from where you can edit the task name, description or add different states that this task can go through.

Deleting a Task Type

Follow the steps below to remove a task type:

1. Access the Task Types and click on the More ( ) button, next to the task you want to edit.
2. Select Delete from the contextual menu. Note that it will be permanently removed from EngageCX Platform, and you will not be able to assign tasks using this type.

Profiles

User groups can have different profiles depending on their role in the EngageCX Platform. Profiles allow you to specify custom rights for users of a given group. This includes the ability to allow and deny access to files or EngageCX modules.

For example, a group with Projects and View Files rights set on its profile will have access to all the projects created within EngageCX Platform, but will not be able to run and generate documents using them.

Accessing Profiles

Follow the steps below to open the Manage Profiles dialog:

1. Within SysInternals page, select the Profiles button under the Configuration section.
2. The Manage Profile dialog allows you to manage or create new user profiles.

Creating a New Profile

By default, EngageCX Platform comes with three user profiles: Front-Desk Agent, Operations Manager and Developer, which is the default profile. To add a new profile, use the steps described below.

1. In the Manage Profiles dialog, select the + Add User Profile button.

2. Fill in the Add User Profile form with the required fields:

   • Name: provide an appropriate name for your profile.
   • Set as Default User Profile: set the customized profile as default user profile.
   • Select from the available features which you want to provide this type of profile access to:
     • Actions: enable the actions that this profile is allowed to perform.
     • Dashboards: enable the dashboard elements that this user profile can have access to.
     • Views: enable the views that are available to this user profile.
     • Modules: enable the modules available to this user profile.

3. Once ready, select Add to save the changes.

Updating a Profile

Follow the steps below to update a profile:

1. Within Manage Profiles dialog, select the profile you want to edit.
2. In the Customize Profile dialog, check/uncheck the operations and/or modules you wish to enable. Optionally, check the Set as Default User Profile option to make the profile selected as default.
3. Once ready, select Save to update the changes.

Environment Variables

Environment Variables are key-value pair parameters which are used in a communication workflow, that can be set up only by administrator users only. These define static values for some parameters across the whole environment, for example, Printer Name.

Accessing Environment Variables

Follow the steps below to open the Manage environment variables dialog:

1. Within SysInternals page, select the Environment Variables button under the Configuration section.
2. The Manage Environment Variables dialog allows you to manage or create new environment variables.

Adding New Environment Variable

Follow the steps below to add an environment variable:

1. Within Manage Environment Variables dialog, select the +Add Variable button.
2. Enter a relevant Name and a Value for the variable you want to add.
3. Once ready, select Save to update the changes.

Updating Environment Variables

Follow the steps below to update an environment variable:

1. Within Manage Environment Variables dialog, select the More ( ) button, next to the variable name you want to edit.
2. Select Edit from the contextual menu.
3. Enter a new name or value for your variable, then select Save to update the changes.

Deleting Environment Variables

Follow the steps below to remove an environment variable:

1. Within Manage Environment Variables dialog, select the More ( ) button, next to the variable name you want to edit.
2. Select Delete from the contextual menu.
3. Confirm the deletion and select the OK button.

Using Environment Variables within Workflows

Follow the steps below to learn how to use an environment variable in a workflow:

1. Access Environment Variables and add the variables you need.
2. Go to your Project and open the Workflow to edit.
3. Select the workflow step for which you want to add the variable created, then go to the Complex Expression dialog.
4. The Environment Variables menu will be available in the Parameters section, from where you can select and add the variables you have just created.

Custom Paths

Within EngageCX, you can add your custom code using the Custom step in a workflow. To use an executable file within a Custom step, you have to define first the windows full path, \.exe, that will be used in Command Line box in the Workflow Editor. This parameter can be considered as a whitelist for .exe files, being developed to prevent any malicious behavior.

Accessing Custom Paths

Follow the steps below to open the Custom Path dialog:

1. Within SysInternals page, select the Custom Path button under the Configuration section.
2. The Custom Path dialog allows updating your custom paths used for workflow 'Custom step' or download EDS software.

Configuring a Custom Path

Follow the steps below to set up a custom path:

1. Within Custom Path dialog, select the +Add custom path button.
2. Enter the full path of the executable you want to use within EngageCX Platform.
3. Optionally, you can choose or edit the path used for downloading the EngageCX Studio bundle tools.
4. Once ready, select the Save button to update the changes.

Tags

From Tags, you can manage and add custom paths that you can use further with the Tag step within an EngageCX workflow.

Accessing Tags

Follow the steps below to open the Manage custom tags dialog:

1. Within SysInternals page, select the Tags button under the Configuration section.
2. The Manage Custom Tags dialog allows to manage or create new custom tags.

Creating Custom Tags

Follow the steps below to set up a custom tag:

1. Within the Manage Custom Tags dialog, select the +Add Tag button.
2. Enter a Name for your tag, and optionally, a Default Value. When the Default Value is specified, it will be used in the workflow; however, you can choose to edit it later. It can take static values or workflow placeholders such as XPaths, Dates or GUID. For example, you can add a tag having the Name - CorrelationId, and the Default Value - {GUID} placeholder.
3. Once ready, select Save to update the changes. The new tag will appear in the custom tags list.

Updating Custom Tags

Follow the steps below to update a custom tag:

1. Within Manage Custom Tags dialog, select the down arrow, next to the tag name you want to edit.
2. Select Edit from the contextual menu.
3. Enter a new value for your tag, then select Save to update the changes.

Deleting Custom Tags

Follow the steps below to remove a custom tag:

1. Within Manage Custom Tags dialog, select the down arrow, next to the tag name you want to remove.
2. Select Delete from the contextual menu.
3. Confirm the deletion and select OK button.

Using Custom Tags within Workflows

Follow the steps below to learn how to use a custom tag in a workflow:

1. Access Custom Tags and add the tags you need.
2. Go to your Project and open the Workflow to edit.
3. If your workflow contains a Tag step, select it and go to the Sidebar\Properties to edit it. Otherwise, add a new Tag step from Sidebar\Components.
4. Next, from the Sidebar\Properties, select +Add Parameter and then, select the Tag option to insert a new key-value pair parameter.
5. Select the down arrow, next to the Tag parameter to reveal all the custom tags available, then select the tag created at point 1. In our example, you should select the CorrelationId tag. The inputs will be populated with the tag name and the default value defined in Custom Tag dialog.

SSO

Single Sign-On (SSO) is an authentication process that allows users to enter one set of credentials and access multiple applications. The process authenticates the user for all the applications they have been given rights to and eliminates further prompts when they switch applications during a session

Setting up the Single Sign-On(SSO) solution in EngageCX Platform provides authorized access to users through a simple and easy process, using only one set of credentials.

When comes of configuring SSO with SAML or WS-Fed protocols, EngageCX comes with a friendly setup assistant and a series of well-defined steps for SSO configurations. The Single Sign-On process can be enabled on the Enterprise or Customer Portal websites.

In this section, you can find step-by-step instructions on how to configure and use Single Sign-On within EngageCX Platform.

Accessing the Single Sign-On Page

Follow the steps below to open the Single Sign-On page:

1. Within SysInternals page, select the SSO button under the Configuration section.
2. The Single Sign-on page allows to manage or create new SSO connections.

Configuring Single Sign-on

The Single Sign-On process consists of creating a trusted relationship between the Identity Provider and the EngageCX Platform. Once the relationship is available, the user(s) can easily authenticate to the Identity Provider website and access the Service Provider application in a secure way.

EngageCX offers two ways to use SSO:

• SSO with Security Assertion Markup language (SAML 2.0).
• SSO with Web Services Federation (WS-Federation)

Step 1: Provide Information to your Identity Provider

Start by configuring the Application or the Party Trust on the Identity Provider side. While setting up SSO on the IdP side, you will need to provide the EngageCX ACS URL to your IdP. This provides the location to which the SSO Token will be sent, and it can be copied from the first step of the EngageCX SSO Wizard.

For more information, please refer to the Identity Provider documentation for the correct syntax or contact your EngageCX Implementation Manager for assistance.

Step 2: Set up Single Sign-on

Once the Identity Provider has finished configuration of the Single Sign-On process, to create the setup within EngageCX Website, you will need to follow the SSO wizard provided by EngageCX. Below you can see a reference on how to fill out the SSO form wizard.

1. Start by accessing the Single Sign-On page and selecting the EngageCX Website on which you want to enable SSO:
   • Setup Enterprise SSO: to configure SSO on the Enterprise Website.
   • Setup Portal SSO: to configure SSO on the Customer Portal Website.
2. The first step in the dialog wizard asks you to select the Identity Provider you may want to use for the connection. You can choose between:
   • Security Assertion Markup Language (SAML 2.0).
   • Web Services Federation Language (WS-Federation).
3. Next, to establish a single sign-on connection through the protocol chosen before, fill out the form with the mandatory information received from your Identity Provider.
   • ACS URL: This provides the location to which the SSO tokens will be sent. In our case, is the location to the EngageCX Website. Select Copy to Clipboard from the right side and paste the URL link to the required Identity Provider configuration box.
   • IdP Login URL: Enter the URL associated with logging in to the Identity Provider address. Login URL is used when a user attempts to log in with SSO. EngageCX triggers a redirect to the URL and expects a POST request. In response, the EngageCX Platform produces an EngageCX access token for the assertion subject and redirects the now authenticated user to the EngageCX Homepage.
     The URL needs to be provided by your Identity Provider. Please note that each IdP setup is unique and it is important to add the correct URL generated by the IdP application, to ensure availability and integrity of your configuration.
   • IdP Logout URL: Optionally, you can provide a logout URL from your Identity Provider. This will validate the request to the IdP.
     Please make sure the URL entered is the correct link generated by the application set up for EngageCX Platform.
   • Signing Certificate: this field is available only for the SAML 2.0 protocol.
     Select Choose File to navigate the file system and upload the Signing Certificate issued by your identity provider. This will establish a trusted relationship between the Service Provider and the Identity Provider.
     If your Identity Provider has generated multiple certificates, you will need to use the same certificate as the one used when configuring the IdP application. Otherwise, you will be prompted with an invalid SAML error.
     

Once ready, select Next to go to the Mapping step.

Step 3: Create Mapping Rules

The next step allows you to set up mappings connections that allows you to synchronize the EngageCX Platform with the Identity Provider. Note that the mappings need to be done on both, EngageCX Platform and IdP application/relying trust.

To map fields within EngageCX SSO Wizard, use the following steps: * Select the +Add new mapping link. * Select the available user profile fields from the drop down list, then enter in the related empty field, the correspondent Identity Provider attribute issued for mapping. * For Enterprise Websites, by default, the user will not have any rights. To provide any rights for the users, you need to include them in Groups. To do this, map the correspondent group field from the IdP to the Groups field. By default, EngageCX provides two groups for which you can create synchronization: Administrators and Everyone.

Once ready, select Save and continue.

Step 4: Verify the Single Sign-on configuration

In the end, if the setup was correct, you will be able to view a notification such as:

Enterprise SSO has been successfully configured with {IdP Name}

To ensure that the Single Sign-On is set correctly, select the Login now using SSO. You will be redirected to the Identity Provider Sign In page. Log in to the IdP website.

• If the configuration was set up properly, you will be logged in to the EngageCX/Customer Portal website.
• If the configuration failed, review the setup steps and use the link displayed in the How to use box to authenticate. It should look like below:

http://{hostname|IPAddress|:{Port Number}/Security/Login?environment={EnvironmentName}&RelayState={returnEOSURLEncoded}

where:

• Environment : is the environment name on which you want to login with SSO. (Required)
• RelayState : is the return URL after the SSO authentication is successfully. (Optional)

Forms

Here you can access and manage settings that apply to all the forms in your environment. Once ready with all configurations, you have to select the Update Settings button to save the changes.

Google API Key

When working with either the Google Address or Google Map widget you will need to make sure to add a Google API Key in order for them to function properly.

Email Blacklist

Under this section, you have the possibility to impact deliverability for your emails. This option allows you to provide your selected domains against sending, meaning some emails you send may not be delivered, being blacklisted. EngageCX users can take advantage of this feature by restricting some domains (ex. yahoo.com, gmail.com, etc.) for sending emails, in order to allow communication only to a selected target of users (ex. corporate clients).

Portal

This section allows you to configure dynamic fields for the Portal Users. Portal Settings allows you to manage Customer Portal configurations.

1. In the Sysinternals page, access Portal hyperlink within the Configuration section.
2. Select from the drop down list the dynamic field for Email parameter.
3. Select from the drop down list the dynamic field for DisplayName parameter.
4. Once ready, select Save to update the changes.

After configurations are set, all the Portal users will use the same format as specified in the Portal Settings parameters.

Audit

Audit logs allow administrators to look back at changes that have been made in the EngageCX Platform. This is useful when you need to keep a record of events such as user logins, files administration or system clean-ups.

Accessing the Audit page

Follow the steps below to open the Audit page:

1. Within SysInternals page, select the Audit button under the Configuration section.
2. The Audits page allows monitoring EngageCX events.

Configuring Audit Options

This feature is used to configure what information to appear in the Audit logs.

1. Within Audit page, select the More ( ) button from the toolbar.
2. Select Configure Audit Options from the drop down menu.
3. Within Customize Audit Options dialog, check\uncheck the operations you want to be stored in the log file, regarding Files, Users and/or System.
4. Once ready, select Save to update the changes.

Viewing Audit Logs

Follow the steps below to view the audit logs:

1. Within Audit log page, select the down arrow next to the Audit Category name (e.g. next to Files).
2. Choose what types of audit logs to be displayed from Files, System or Users logs dropdown menu.

Clean Up

Follow the steps below to clean up the audit logs:

1. Within Audit page, select the More ( ) button from the toolbar.
2. Choose the Clean up option from the contextual menu.
3. Check what assets you want to remove (Files and/or Users), then select the Clean Up button.
4. Confirm the deletion and select OK.

OAuth

OAuth is a login procedure through which EngageCX allows users to configure another identity provider for taking advantage of the EngageCX features. OAuth2 enables application to obtain limited access to user accounts on an HTTP service. It works by delegating user authentication to the service that hosts the user account and authorizing application to access the user account.

Accessing OAuth Page

Follow the steps below to open the OAuth2 page:

1. Within SysInternals page, select the OAuth2 button under the Configurations section.
2. The page allows you to configure an OAuth setup.

Configure OAuth

Follow the steps below to configure an open authentication:

1. In the OAuth2 page, select Configure from the toolbar.
2. To establish an OAuth2 connection, you must specify some information that you can get from the Authorization and Resource Server. Before configuring the third party application, you must have the same user account configured in EngageCX Platform as well.
3. Next, log in to the third party application. Access an existing application or create a new one for your organization. Then navigate to the Sandbox Account section and there you will find all the required parameters that you have to provide within the OAuth setup page from the EngageCX Portal.
4. Provide the required parameters in the Setup OAuth2 dialog.
   • Client Id - Client Id provided from the Authorization Server.
   • Client Secret - Client Secret provided from the Authorization Server.
   • Log-in Page - Authorization Server OAuth log-in page.
   • Scope - One or more scope values indicating which parts of the user\s account you wish to access.
   • State - A random string generated by the EngageCX Platform, which will be verified later.
   • Get access token URL - Endpoint from the Resource Server, where the Authorization Code is exchanged for an Access Token.
   • Get user info URL - Endpoint from the Resource Server, where user information is gathered.
   • Authorization Type - The token sent using the authorization type.
   • Create users if not exist - Enable this option to allow the EngageCX Platform to automatically create the user if it does not exist. Otherwise, the user mappings will be updated.
   • Revoke access token URL - The token sent when the authentication request is revoked.
   • Enabled - Check this option to enable the OAuth as a new identity provider.

5. Once you're ready, click Save.

6. If everything works as expected, you will be provided with all the OAuth configurations page. For testing, you should select Log-in now using oauth.

The log-in URL should look like below:

http(s)://{Hostname|IPAddress:PortNumber}/security/oauth2/login?environment={EnvironmentName}&relayState={returnEOSURLEncoded},

where:

• Hostname|IPAddress - is the EngageCX Server. (e.g. companyABC.ecrion.com)
• EnvironmentName - is the Environment name where the OAuth was configured. (e.g. Development).
• RelayState - is the return URL after the OAuth2 authentication is finished successfully. (e.g. https://companyABC.ecrion.com/EOS/EprEditor?embed=true&path=#workspace/Default/Retail/Invoice.epr)

Example: Below is an example of the OAuth Login page with Return URL to Online Editor embedded:

https://companyABC.ecrion.com/security/oauth2/login?environment=Development&relayState=https%3A%2F%2FcompanyABC.ecrion.com%2FEOS%2FEprEditor%3Fembed%3Dtrue%23workspace%2FDefault%2FRetail%2FInvoice.epr

• Next, you will be redirected to the third party login page, where you have to provide the corresponding user credentials and click Log In.

• Then you will be redirected again to the Enterprise Portal, where you can use any of the feature provided by the EngageCX solutions.

Emails Bounce List

A hard bounce is an email that cannot be delivered for some reasons such as email recipient's server does not accept emails, the email's address or the email's domain is not a real one. These reasons generates a permanent failure, until all of them are being removed from the list.

Accessing Emails Bounce List

Follow the steps below to open the Emails Bounce List page:

1. Within SysInternals page, select the Emails Bounce List button under the Configuration section.
2. The page allows you to manage existing emails bounce list or remove all of them.

The page will display a list in which there will be recorded all email addresses that were named by Amazon SES as hard bounce.

Removing Bounce Emails

Follow the steps below to delete bounce emails in a list:

1. Under the Emails Bounce List page, select the Remove all button from the toolbar.
2. Confirm the deletion and select OK to empty the list.

or

1. Access the Emails Bounce List page and select the Remove button corresponding to an hard bounce that you want to delete from the list.
2. Confirm the deletion and select OK to remove the email address.

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Connections

Connections allow you to integrate the EngageCX Platform with other external entities. Select from the table below the connection you want to configure within EngageCX.

Database	SharePoint	Document DB	Docusign	Email	Facebook	FTP/FTPS	REST API
SFTP	Amazon S3	Azure	Salesforce	Microsoft Dynamics CRM	SMS	BPMOnline

Database

Third party systems, such as database connections can be created and managed in the Enterprise Website.

Accessing Database Connections

Follow the steps below to open the Database page:

1. Within SysInternals page, select the Database button under the Connections section.
2. The Database page allows you to manage existing database connections or create new ones.

Adding a New Connection

Follow the steps below to set up a database connection:

1. Under the Database connections page, select the + New Connection button from the toolbar.

2. To create a connection to your database, fill in all the mandatory fields:

   • Connection Name - A name for your Database Connection.
   • Provider Name - The database provider such as Microsoft SQL Server, Oracle, MYSQL, etc.
   • Connection String - Refer to your database documentation for the correct syntax. You can also use The Connection Strings Reference to build a connection string for the .NET framework.
   • Test Connection - Verify if the Database connection can be done using the specified fields.
   • Once ready, click on the Save button to successfully create the connection.

The connection will appear on your Database Connections page.

Updating Database Connections

To update a database connection, access the Database Connections page and follow the steps described below.

1. Under the Database connection page, go to the connection you would like to update and select the More ( ) button.
2. Select Edit from the contextual menu and make the necessary changes.
3. Once ready, select Save to update the changes.

Deleting a Database Connection

If you want to remove an unused connection, access the Database connection page and follow the steps described below.

1. Under the Database connection page, go to the connection you would like to delete and select the More ( ) button.
2. Select Delete from the contextual menu.
3. Confirm the deletion and select Delete.

REST API

Third party systems, such as REST API connections can also be created and managed in the Enterprise Website.

Accessing REST API Connections

Follow the steps below to open the REST API page:

1. Within SysInternals page, select the REST API button under the Connections section.
2. The REST API page allows you to manage existing API connections or create new ones.

Adding a New Connection

Follow the steps below to set up a REST API connection:

1. Under the Database connections page, select the + New Connection button from the toolbar.

2. To create a connection to your database, fill in all the mandatory fields:

   • Connection Name - A name for your Database Connection.
   • Provider Name - The database provider such as Microsoft SQL Server, Oracle, MYSQL, etc.
   • Connection String - Refer to your database documentation for the correct syntax. You can also use The Connection Strings Reference to build a connection string for the .NET framework.
   • Test Connection - Verify if the Database connection can be done using the specified fields.
   • Once ready, click on the Save button to successfully create the connection.

The connection will appear on your Database Connections page.

SharePoint

Third party systems, such as Sharepoint connections can also be created and managed in the Enterprise Website.

Accessing Sharepoint Connections

Follow the steps below to open the Sharepoint page:

1. Within SysInternals page, select the Sharepoint button under the Connections section.
2. The SharePoint page allows you to manage existing sharepoint connections or create new ones.

Adding a New Connection

Follow the steps below to set up a Sharepoint connection:

1. Under the SharePoint connections page, select the +New Connection button from the toolbar.

2. To create a connection to the SharePoint, fill in all the mandatory fields:

   • Connection Name - A unique name for your SharePoint connection.
   • SharePoint URL - The URL to the SharePoint site (e.g. http://testserver/sites/test).
   • Domain - The SharePoint Domain (e.g. company@onmicrosoft.com).
   • Username - Your SharePoint username
   • Password - Your SharePoint password.
   • Verify if the SharePoint connection can be done using the specified fields by selecting Test Connection.
   • Once ready, click on the Save button to successfully create the connection.

The connection will appear on your SharePoint Connections page.

Updating a Connection

To update a connection (change credentials, update password or change connection name), access the SharePoint Connection page and follow the steps described below.

1. Under the SharePoint connection page, go to the connection you would like to update and select the More ( ) button.
2. Select Edit from the contextual menu and make the necessary changes.
3. Once ready, select Save to update the changes.

Deleting a SharePoint Connection

If you want to remove an unused connection, access the SharePoint Connection page and follow the steps described below.

1. Under the SharePoint connection page, go to the connection you would like to delete and select the More ( ) button.
2. Select Delete from the contextual menu.
3. Confirm the deletion and select Delete.

Document DB

DocumentDB allows the connectivity of the EngageCX server with an Amazon DocumentDB endpoint.

Accessing Document DB Connections

Follow the steps below to open the Document DB page:

1. Within SysInternals page, select the DocumentDB button under the Connections section.
2. The Document DB page allows you to manage existing document db connections or create new ones.

Adding a New Connection

Follow the steps below to set up a document DB connection:

1. Under the Document DB Connection page, select the +New Connection button from the toolbar.

2. To create a connection to Document DB, fill in all the mandatory fields:

   • Connection Name - A unique name for your Document Connection.
   • URL - The URL of the Document DB server that hosts the DB solution that you want to connect to (e.g. https://abccompany.documents.azure.com:443/)
   • Key - The primary key of the Document DB server.
   • Database Id - The Id configured when creating a database within Document DB server (e.g. FamilyDB).
   • Collection Id - The unique identifier configured when creating a database collection (e.g. FamilyCollection).
   • Verify if the Document DB connection can be done using the specified fields by selecting Test Connection.
   • Once ready, click on the Save button to successfully create the connection.

The connection will appear on your Document DB Connections page.

Updating a Document DB Connection

To edit a connection, access the Document DB Connection page and follow the steps described below.

1. Under the Document DB connection page, go to the connection you would like to update and select the More ( ) button.
2. Select Edit from the contextual menu and make the necessary changes.
3. Once ready, select Save to update the changes.

Deleting a Connection

If you want to remove an unused connection, access the Document DB Connection page and follow the steps described below.

1. Under the Document DB connection page, go to the connection you would like to delete and select the More ( ) button on the right-hand side.
2. Select Delete from the contextual menu.
3. Confirm the deletion and select Delete.

DocuSign

Third party systems, such as Electronic Signature Providers can also be created and managed in the Enterprise Website.

Accessing Electronic Signature Connections

Follow the steps below to open the Electronic Signature page:

1. Within SysInternals page, select the DocuSign button under the Connections section.
2. The Electronic Signature page allows you to manage existing connections or create new ones.

Adding a New DocuSign Connection

Follow the steps below to set up a DocuSign connection:

1. Under the Electronic Signature connection page, select the +New Connection button from the toolbar.

2. To create a connection to Electronic Signature, fill in all the mandatory fields:

   • Connection Name - A unique name for your Electronic Signature Connection.
   • Provider Name - The provider name determines the type of connection to create. Currently, only DocuSign provider is available.
   • URL - The URL of the Electronic Signature site.
   • Email - The Email used to login to the Electronic Signature provider.
   • Password - The Password used to login to the Electronic Signature provider.
   • API Key - The Integrator Key generated in your Electronic Signature account.
   • Verify if the Electronic Signature connection can be done using the specified fields by selecting Test Connection.
   • Once ready, select Save to successfully create the connection.

The connection will appear on your Electronic Signature page.

Generating Docusign API Key

An Integrator Key (API Key) is a GUID that is used to identify your integration and is needed to authenticate your API calls.

To generate your key follow the steps below:

1. Log into your DocuSign account.
2. From the drop down next to your User, select Go to admin.
3. Once in the Admin Console select API and Keys.
4. Select the Add Integrator Key button.
5. Enter a description for your key and select Add. A GUID will be generated, which is your Integrator Key (API Key).
6. Copy the Key and add in the EngageCX Platform to API Key field mentioned in DocuSign Connections.

Configuring Callbacks

Setting up callbacks is mandatory if you are going to configure the workflow to wait the produced documents from DocuSign. DocuSign will notify EngageCX about the status of sent to sign documents from the workflow.

1. Log into your DocuSign account.
2. From the drop down next to your User select Go To Admin.
3. Once in the admin console select Connect under the Integrations section on the left.
4. Select Add Configuration from the contextual menu, then select Custom.
5. In Custom Configuration Settings configure the necessary settings.

When creating or editing a custom connection for EngageCX Platform you will need to provide the following:

1. A unique name for the connection.
2. The URL to Publish. This URL should be an EngageCX link in following format: http://{ecrionURL}/api/v2/interop/callback?callbackType=esignature&signatureType=docusign
3. Make sure the following options are checked:
   • Enable Log (maximum 100)
   • Require Acknowledgment
   • Document PDFs
   • Certificate of Completion
   • Time Zone Information
   • Document Voided Reason
   • Sender Account as Custom Field
   • Document Fields
   • All Users (included new users)
   • Document Signed/Completed
   • Document Declined
   • Document Voided
   • Recipient Signed/Completed
   • Recipient Declined

For more information about configuring the Workflow Step visit Electronic Signature.

Updating a connection

To update a connection (change credentials, update password or change connection name), access the Electronic Signature Connection page and follow the steps described below.

1. Under the Electronic Signature connection page, go to the connection you would like to update and select the More ( ) button.
2. Select Edit from the contextual menu and make the necessary changes.
3. Once ready, select Save to update the changes.

Deleting a connection

If you want to remove an unused connection, access the Electronic Signature Connection page and follow the steps described below.

1. Under the Electronic Signature connection page, go to the connection you would like to delete and select the More ( ) button.
2. Select Delete from the contextual menu.
3. Confirm the deletion and select Delete.

Email Connections

Third party systems, such as email connections can be created and managed in the Enterprise Website.

Accessing Email Connections

Follow the steps below to open the Email Connections page:

1. Within SysInternals page, select the Email button under the Connections section.
2. The Email page allows you to manage existing email connections or create new ones.

Adding a New Connection

Follow the steps below to set up an email connection:

1. Under the Email connections page, select the +New Connection button from the toolbar.

2. To create an Email connection, fill in all the mandatory fields:

   • Connection Name - A name for your Database Connection.
   • Email Type - Select between SMTP or Amazon SES connections.
   • Select Continue to proceed with Email connection configuration.

SMTP Connections

When creating/editing an SMTP (Simple Mail Transfer Protocol) Email connection you will need to fill in the following fields:

• Server Name - The SMTP Server Host name or IP Address.
• Port - The port number. By default, the port number is 25 for non-encrypted connections and 587 when SMTP SSL is checked.
• Username - The SMTP username
• Password - The SMTP password.
• From - The email address that should be used when sending email using this connection.
• Check if the connection is encrypted or not.

Amazon SES Connections

When creating/editing an Amazon SES (Simple Email Service) connection you will need to fill in the following fields:

• Identity Type
• Email Address

The domain name has to be verified in order to be usable through EngageCX Software. The verification must occur in the Amazon SES instance that is used to send emails. If you are managing your own instance contact your System Administrator to set up this domain in Amazon SES. However, if you are using the hosted version of EngageCX contact engagecxsupport@mhcautomation.com to request a new domain setup in Amazon SES.

Updating Email Connections

To update a connection (change credentials, update password or change connection name), access the Email Connections page and follow the steps described below.

1. Under the Email connections page, go to the connection you would like to update and select the More ( ) button.
2. Select Edit from the contextual menu and make the necessary changes.
3. Once ready, select the Save button to update the changes.

Deleting a Connection

If you want to remove an unused connection, access the Email Connections page and follow the steps described below.

1. Under the Email connections page, go to the connection you would like to delete and select the More ( ) button.
2. Select Delete from the contextual menu.
3. Confirm the deletion and select Delete.

Facebook

Third party systems, such as Social Media (Facebook, Twitter, etc.) connections can be created and managed in the Enterprise Website.

Accessing Facebook Connections

Follow the steps below to open the Social Media page:

1. Within SysInternals page, select the Facebook button under the Connections section.
2. The Facebook page allows you to manage existing connections or create new ones.

Adding a New Connection

Follow the steps below to set up a social media connection:

1. Under the Social Media connections page, select the +New Connection button from the toolbar.

2. To create a connection, fill in all the mandatory fields:

   • Connection Name - A unique name for your connection.
   • Channel - The social media channel you want to create a connection for. Currently, the only channel available is Facebook.
   • PageId - the PageId of your Facebook account.
   • Access Token - the access token generated in Facebook for Developers.
   • Verify if the Social Media connection can be done using the specified fields by selecting Test Connection.
   • Once ready, click on the Save button successfully create the connection.

The connection will appear on your Social Media page.

Updating a Facebook Connection

To update a connection, access the Social Media Connection page and follow the steps described below.

1. Under the Social Media connection page, go to the connection you would like to edit and select the More ( ) button.
2. Select Edit from the contextual menu and make the necessary changes.
3. Once ready, select Save to update the changes.

Deleting a Connection

If you want to remove an unused connection, access the Social Media Connection page and follow the steps described below.

1. Under the Social Media connection page, go to the connection you would like to delete and select the More ( ) button.
2. Select Delete from the contextual menu.
3. Confirm the deletion and select Delete.

FTP FTPS

Third party systems, such as File Transfer Protocol/File Transfer Protocol over SSL connections can be created and managed in the Enterprise Website.

Accessing FTP-FTPS Connections

Follow the steps below to open the FTP-FTPS page:

1. Within SysInternals page, select the FTP/FTPS button under the Connections section.
2. The FTP/FTPS page allows you to manage existing connections or create new ones.

Adding a New Connection

Follow the steps below to set up a FTP/FTPS connection:

1. Under the FTP/FTPS connections page, select the +New Connection button from the toolbar.

2. To create a connection, fill in all the mandatory fields:

   • Connection Name - A unique name for your connection.
   • URL - The URL or IP Address for the FTP/FTPS location.
   • Username - The FTP/FTPS username
   • Password - The FTP/FTPS password.
   • Verify if the FTP/FTPS connection can be done using the specified fields by selecting Test Connection.
   • Once ready, click on the Save button to successfully create the connection.

The connection will appear on your FTP/FTPS Connection page.

Updating a FTP/FTPS Connection

To update a connection (change credentials, update password or change connection name), access the FTP/FTPS Connections page and follow the steps described below.

1. Under the connections page, go to the connection you would like to update and select the More ( ) button.
2. Select Edit from the contextual menu and make the necessary changes.
3. Once ready, select Save to update the changes.

Deleting a Connection

If you want to remove an unused connection, access the FTP/FTPS Connections page and follow the steps described below.

1. Under the connections page, go to the connection you would like to delete and select the More ( ) button.
2. Select Delete from the contextual menu.
3. Confirm the deletion and select Delete.

SFTP

Third party systems, such as SSH File Transfer Protocol connections can be created and managed in the Enterprise Website.

Accessing SFTP Connections

Follow the steps below to open the SFTP page:

1. Within SysInternals page, select the SFTP button under the Connections section.
2. The SFTP page allows you to manage existing SFTP connections or create new ones.

Adding a New Connection

Follow the steps below to set up a SFTP connection:

1. Under the SFTP connections page, select the +New Connection button from the toolbar.

2. To create a connection to SFTP, fill in all the mandatory fields:

   • Connection Name - A name for your SFTP connection.
   • Server Name - The Host name or IP Address of the SFTP server.
   • Port - The port number that the server listens to. By default, is 22.
   • Username - The SFTP username
   • Password - The SFTP password.
   • Verify if the SFTP connection can be done using the specified fields by selecting Test Connection.
   • Once ready, select Save to successfully create the connection.

The connection will appear on your SFTP Connections page.

Updating an SFTP Connection

To update a connection (change credentials, update password or change connection name), access the SFTP Connections page and follow the steps described below.

1. Under the SFTP connection page, go to the connection you would like to update and select the More ( ) button.
2. Select Edit from the contextual menu and make the necessary changes.
3. Once ready, select Save to update the changes.

Deleting a Connection

If you want to remove an unused connection, access the SFTP Connections page and follow the steps described below.

1. Under the SFTP connection page, go to the connection you would like to update and select the More ( ) button.
2. Select Delete from the contextual menu.
3. Confirm the deletion and select Delete.

Amazon S3

Third party systems, such as Amazon Web Service connections can be created and managed in the Enterprise Website.

Accessing Amazon Web Service Connections

Follow the steps below to open the Amazon Web Services page:

1. Within SysInternals page, select the Amazon S3 button under the Connections section.
2. The Amazon S3 page allows you to manage existing amazon s3 connections or create new ones.

Adding a New Amazon S3 Connection

Follow the steps below to set up an Amazon web service connection:

1. Under the Amazon Web Service connections page, select the +New Connection button from the toolbar.

2. To create a connection to Amazon, fill in all the mandatory fields:

   • Connection Name: A unique name for your Amazon connection.
   • Service Type: Select the Amazon Simple Storage Service.
   • Region: The AWS region you are using (e.g.: us-east-1)
   • Access Key: The Amazon Access Key Id.
   • Secret Key: The Amazon Secret Access Key Id.
   • Bucket: The AWS bucket created in the AWS region.
   • Server Side Encryption: This field determines which Amazon server-side encryption are you using to protect your data.
   • Verify if the Amazon Web Services connection can be done using the specified fields by selecting Test Connection.
   • Once ready, click on the Save button to successfully create the connection.

The connection will appear on your Amazon Web Service Connections page.

To create an Amazon Synchronized Folder, please visit the Synchronized Folders chapter of this guide. To view the synchronization folder log, please visit the Synchronization Folder Log chapter of this guide.

Updating Amazon Connections

To update a connection (change credentials, update password or change connection name), access the Amazon Web Services Connection page and follow the steps described below.

1. Under the Amazon Web Services connection page, go to the connection you would like to update and select the More ( ) button.
2. Select Edit from the contextual menu and make the necessary changes.
3. Once ready, select Save to update the changes.

Deleting a Connection

If you want to remove an unused connection, access the Amazon Web Services Connection page and follow the steps described below.

1. Under the Amazon Web Services connection page, go to the connection you would like to delete and select the More ( ) button.
2. Select Delete from the contextual menu.
3. Confirm the deletion and select Delete.

Azure

Third party systems, such as Azure Web Service connections can be created and managed in the Enterprise Website.

Accessing Azure Connections

Follow the steps below to open the Azure Web Services page:

1. Within SysInternals page, select the Azure button under the Connections section.
2. The Azure Web Services page allows you to manage existing Azure storage connections or create new ones.

Adding a New Connection

Follow the steps below to set up an Azure web service connection:

1. Under the Azure connections page, select the + New Connection button from the toolbar.

2. To create a connection, fill in all the mandatory fields:

   • Connection Name - A name for your Azure Connection.
   • Account Name - The Azure account name (e.g. eostestazurestorage).
   • Account Key - The Azure account key is obtained through the Azure portal.
   • Test Connection - Verify if the Azure connection can be done using the specified fields.
   • Once ready, click on the Save button to successfully create the connection.

The connection will appear on your Azure Storage Connections page.

Updating Azure Connections

To update a connection (change credentials, update password or change connection name), access the Azure Connections page page and follow the steps described below.

1. Under the Azure Storage Connections page, go to the connection you would like to update and select the More Options button.
2. Select the Edit from the contextual menu and make the necessary changes.
3. Once ready, select the Save to update the changes.

Deleting a Connection

If you want to remove an unused connection, access the Azure Connections page page and follow the steps described below.

1. Under the Azure Storage Connections page, go to the connection you would like to delete and select the More Options button.
2. Select the Delete from the contextual menu.
3. Confirm the deletion and select Delete.

BPM Online

EngageCX allows users to integrate the Business Process Management (BPM) that helps controlling business processes for your company.

Accessing BPM Online Connections

Follow the steps below to open the BPM Online page:

1. Within SysInternals page, select the BPMOnline button under the Connections section.
2. The BPMOnline page allows you to manage existing BPMOnline connections or create new ones.
3. Enter the BPM Server URL that hosts the BPM solution that you want to connect to.
4. Specify a REST authentication service that manages user authentication

Adding a New Connection

Follow the steps below to set up a BPMOnline connection:

1. Under the BPMOnline connections page, select the +New Connection button from the toolbar.

2. To create a connection to BPM, fill in all the mandatory fields:

   • Connection Name - A unique name for your BPMOnline Connection.
   • Username - The BPM username.
   • Password - The BPM password.
   • URL - The login URL of your BPM org.
   • Authentification URL - Specify a REST authentication service that manages user authentication.(the BPM is based on basic and cookie authentication, e.g. https:///ServiceModel/AuthService.svc/Login;authtype=basic|cookie)
   • Verify if the BPM connection can be done using the specified fields by selecting Test Connection.
   • Once ready, click on the Save button to successfully create the connection.

The connection will appear on your BPMOnline Connections page.

For more information regarding the BPM Connection usage in Modeler, access the following link.

Salesforce

Third party systems, such as Salesforce connections can be created and managed in the Enterprise Website.

Accessing Salesforce Connections

Follow the steps below to open the Salesforce page:

1. Within SysInternals page, select the Salesforce button under the Connections section.
2. The Salesforce page allows you to manage existing salesforce connections or create new ones.

Adding a New Connection

Follow the steps below to set up a Salesforce connection:

1. Under the Salesforce connections page, select the +New Connection button from the toolbar.

2. To create a connection to Salesforce, fill in all the mandatory fields:

   • Connection Name - A unique name for your Salesforce Connection
   • Salesforce URL - The login URL of your Salesforce org. (e.g. https://login.salesforce.com/services/Soap/c/32.0 )
   • Username - The Salesforce username.
   • Password - The Salesforce password.
   • Token - The security token generated by Salesforce.
   • Verify if the Salesforce connection can be done using the specified fields by selecting Test Connection.
   • Once ready, click on the Save button to successfully create the connection.

The connection will appear on your Salesforce Connections page.

Requesting Salesforce Security Token

Follow the steps below to request a Salesforce security token:

1. Login to your Salesforce account.
2. From your personal settings, type Reset in the Quick Find box, then select Reset My Security Token.
3. Select the Reset Security Token button and check your inbox to retrieve the Access Token from the mail received.

Updating Salesforce Connections

To update a connection (change credentials, update password or change connection name), access the Salesforce Connections page and follow the steps described below.

1. Under the Salesforce connection page, go to the connection you would like to update and select the More ( ) button.
2. Select Edit from the contextual menu and make the necessary changes.
3. Once ready, select Save to update the changes.

Deleting a Connection

If you want to remove an unused connection, access the Salesforce Connections page and follow the steps described below.

1. Under the Salesforce connection page, go to the connection you would like to delete and select the More ( ) button.
2. Select Delete from the contextual menu.
3. Confirm the deletion and select Delete.

Microsoft Dynamics CRM

Third party systems, such as Microsoft Dynamics CRM connections can be created and managed in the Enterprise Website.

Accessing Microsoft Dynamics Connections

Follow the steps below to open the Microsoft Dynamics CRM page:

1. Within SysInternals page, select the Microsoft Dynamics CRM button under the Connections section.
2. The Microsoft Dynamics CRM page allows you to manage existing connections or create new ones.

Adding a New Connection

Follow the steps below to set up a Microsoft Dynamics CRM connection:

1. Under the Microsoft Dynamics CRM connection page, select +New Connection from the toolbar.

2. To create a connection to Microsoft Dynamics, fill in all the mandatory fields:

   • Connection Name - A unique name for your Microsoft Dynamics Connection.
   • Microsoft Dynamics URL - The URL of the Microsoft Dynamics CRM server that hosts the CRM solution that you want to connect to. (e.g.: https://abccompany.crm4.dynamics.com, where abccompany is the organization's name and crm4.dynamics.com, is the domain's name)
   • Username - The Microsoft Dynamics username.
   • Password - The Microsoft Dynamics password.
   • Verify if the Microsoft Dynamics connection can be done using the specified fields by selecting Test Connection.
   • Once ready, select Save to successfully create the connection.

The connection will appear on your Database Connections list. In addition, you will notice that all your Microsoft Dynamics accounts and contacts are available within the People module.

Updating Microsoft Connections

To update a connection (change credentials, update password or change connection name), access the Microsoft Dynamics CRM Connection page and follow the steps described below.

1. Under the Microsoft Dynamic connection page, go to the connection you would like to update and select the More ( ) button.
2. Select Edit from the contextual menu and make the necessary changes.
3. Once ready, select Save to update the changes.

Deleting a Connection

If you want to remove an unused connection, access the Microsoft Dynamics CRM Connection page and follow the steps described below.

1. Under the Microsoft Dynamic connection page, go to the connection you would like to delete and select the More ( ) button.
2. Select Delete from the contextual menu.
3. Confirm the deletion and select Delete.

SMS Connections

Third party systems, such as SMS connections can be created and managed in the Enterprise Website.

Accessing SMS Connections

Follow the steps below to open the SMS page:

1. Within SysInternals page, select the SMS button under the Connections section.
2. The SMS page allows you to manage existing SMS connections or create new ones.

Adding a New Connection

Follow the steps below to set up an SMS connection:

1. Under the SMS connections page, select the +New Connection button from the toolbar.

2. To create a connection to SMS, fill in all the mandatory fields:

   • Connection Name - A unique name for your connection.
   • Once ready, click on the Save button to successfully create the connection.

The connection will appear on your SMS Connections page.

Updating SMS Connections

To update a connection (change credentials, update password or change connection name), access the SMS Connection page and follow the steps described below.

1. Under the SMS connection page, go to the connection you would like to update and select the More ( ) button.
2. Select Edit from the contextual menu and make the necessary changes.
3. Once ready, select Save to update the changes.

Deleting a Connection

If you want to remove an unused connection, access the SMS Connection page and follow the steps described below.

1. Under the SMS connection page, go to the connection you would like to delete and select the More ( ) button.
2. Select Delete from the contextual menu.
3. Confirm the deletion and select Delete.

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Channels Tickets

Access Tickets under Channels section to view the current state of execution of jobs within the chosen Channel Queue.

You can manage queues for a specific Channel from the toolbar of this view:

Delete Channel Queue

Follow the steps below to remove a channel queue:

1. In the Email Queues page, select the More ( ) button under the toolbar.
2. Choose the Delete option from the dropdown menu.
3. Confirm the deletion of the queue and select OK.

View Channel Queue Properties

Follow the steps below to edit a channel queue:

1. In the Email Queues page, select the More ( ) button under the toolbar.
2. Choose the Properties option from the dropdown menu.
3. Perform modifications for the selected Channel Queue and select Save to update the changes.

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Workspaces Settings

The Workspace section from Internal Settings provides administrators the ability to monitor and manage custom features presented. By default, two workspaces will be displayed : the Default workspace, visible in the Workspaces module, usually used to install and test Project Samples, and the System workspace, hidden from the Workspaces module, having the role to store all the files necessary for proper function of EngageCX Platform.

Next to the Workspaces section, there is a Show Activities checkbox that enables various elements, such as Triggers, Schedules, Jobs and Files, associated with the environment, to be displayed or not. If the Show Activities option is enabled, under the Workspaces module you will be able to navigate to Jobs, Schedules and Triggers by clicking on the corresponding links. In the Workspaces page, once an activity is accessed, a drop-down menu in the toolbar will allow users to switch among Files, Jobs, Scheduler or Triggers.

The table below provides the features you can edit within Workspace settings.

Jobs	Schedules	Triggers
Execution Log	Sync Log	Files

Jobs

In EngageCX, we use the term job to refer to a workflow that is executing or has finished executing. There are some key distinctions between a workflow at design time and a workflow at runtime (i.e. a job).

Running a Job

First, because you can run the same workflow multiple times, each job will be assigned its own unique identifier called the Job ID. You can see information about existing jobs (running or finished) in the Jobs page. Also, a job will have a status: it can be running (in the process of executing the steps), successful(if it has executed all the steps defined in the workflow without any errors), or failed (if it hasn't).

Each job creates a corresponding folder for its outputs within the Jobs page. Within that folder, each step also creates its own subfolder to store its outputs, if any. Each step, as it executes, will use the outputs from the previous step as its input. There is one exception to this rule: if the previous step is of a type which does not by its nature produce any output within Enterprise Website (e.g. Copy to FTP), then it will simply be ignored and the step before it will be used instead.

Monitoring a Job

To view the current state of execution simply select the Jobs button within Workspace section of the SysInternal page.

Job Detailed View

To access the Job's detailed view, simply select a Job from one of the predefined views (Failed Jobs, Recent Jobs, All Jobs, etc.)

1. The top section displays the execution flow. You can select a step to drill down and view the generated work items.
2. The bottom section displays the execution log. Note that when you drill down, the execution log is filtered to show only the records for that step.

Job Commands

At any time the follow commands are available for a selected job:

From Toolbar

• Download: Use the Download button to create a Zip archive with all the files generated during Job execution. This includes data files also.
• Run Again: Use the Run Again button to restart execution of the current job.

From More Options Menu

You can access the More ( ) button to see the Job options available in the contextual menu:

• Edit: Use the Edit button to be redirected to the Workflow Preview page.
• Open: Use the Open button to navigate to the Project folder where this workflow belongs to.
• Restart from Step: Use the Restart from Step button to restart execution from a certain step forward.
• Delete: Use the Delete button to delete the current job.

Schedules

As well as for communications, environment administrators have the ability to configure EngageCX to start specific jobs at a certain time. Jobs can be scheduled to run hourly, daily, weekly, monthly, or every number of minutes, on certain days of the week, several times a month, etc.

Configuring a Schedule

Follow the steps below to configure a schedule:

1. In the Schedulers page, select the +New Schedule button from the toolbar.
2. Fill in the Schedule form with the appropriate values:
   • Choose the time frame you would like to schedule the Job for, by selecting from the Hourly, Daily, Weekly or Monthly tabs.
   • Choose File: upload the workflow to be used for this Schedule.
   • Configure the timing of the Schedule (in minutes).
   • After completing the previous fields, you will be able to select the Configure parameters button to modify already defined parameters (if exist) from the workflow that need to be set before the Job runs.
   • Toggle on or off Enabled option to activate or deactivate the Schedule.
3. Once ready, select the Save button to update the changes.

The new schedules will appear on your Schedules list. Select the View Log option to see log messages.

Editing a Schedule

Follow the steps below to edit a schedule:

1. In the Schedulers page, select the schedule you want to edit.
2. Within the Schedule dialog, you can edit the time frame where your job will be runned or update parameters.
3. To delete a schedule, click on the Delete Schedule button, at the bottom of the dialog.

Triggers

From Triggers, you can configure EngageCX to start specific jobs as an automatic response to an action. Currently, the supported methods for triggering jobs are Hot Folders and Microsoft Message Queues (MSMQ).

Configuring a Hot Folder Trigger

A hot folder trigger monitors a specific folder looking for a user configured file pattern, e.g. all files matching "*.XML". Each time a file matching the pattern is dropped into the folder, EngageCX picks it up, removes it from the folder and runs a job using it as input.

The following parameters need to be configured:

Path	Provide the path of the folder.
Hotfolder Type	Select the Hot Folder type; Machine Physical Folder, SFTP Folder.
SFTP Connection	If the Hot Folder type will be an SFTP Folder, select the connection to use. To learn how to create a new connection visit SFTP.
File Pattern	Provide the file pattern of the data source file that EngageCX should be monitoring the folder for. You can use wild cards like ' * ' to make the pattern more generic.
Workflow	Select the Choose File button and navigate for the workflow that should be run when a file is found
Pooling Interval	The number of seconds between 2 consecutive attempts to check for new files.
Configure Parameters	Configure the parameters (if any) from the Workflow that need to be set before the Job runs.

Configuring a Microsoft Message Queue (MSMQ) Trigger

An MSMQ Trigger monitors the Microsoft Message Queue. Each time an entry is added, EOS will parse it using either a binary or XML formatter and use the result as the input. The formatter to use is specified by the user when creating or editing the trigger, using the Add Trigger or Edit Trigger dialogs, respectively.

The following parameters need to be configured:

Path	Provide the path of the MSMQ.
Formatter Type	Choose the Formatter Type to be used; BinaryFormatter, XmlFormatter.
Workflow	Select the Choose File button and navigate for the workflow that should be run a file is found.
Pooling Interval	The number of seconds between 2 consecutive attempts to check for new files.
Configure Parameters	Configure the parameters (if any) from the workflow that need to be set before the Job runs.

Execution Log

Execution Logs section have the purpose to store everything that was run. Besides Jobs, there will be also Direct Render execution logs. The information will not be too detailed, but it consists of data when the execution was started, when it was finished and error messages, if exist. In this case, the flow will not continue with intermediary steps (for example, Render).

When you execute a Job stream, a log file will show progress information when you access the Execution Log for a chosen Workspace.

Accessing the Execution Log Page

Follow the steps below to open the Execution Log page:

1. Choose the preferred workspace.
2. Select the Execution Log button to view all logs for all Jobs and Direct Renders presented in the selected workspace.

There will be displayed logs, according to Severity status (Errors, Warnings, Information, Diagnostics), Timestamp and a Message related to the state of the log.

The data from Execution Log view can be filtered according to severity status, by the filter symbol on the left side of the Severity parameter.

Synchronization Log

When you synchronize folders with Amazon S3, a log file will show progress information when you access the Sync Log page for a chosen workspace.

If the synchronization has been finished you can see its activity log by inspecting the flow of operations in performing synchronization until completion. You can also check for errors or warnings. Note that if you have done a manual synchronization, you should restart the EngageCX Service (e.g. using Windows Services).

In case of errors, during the preview of the folder log, check in EngageCX configuration file (located at C:\ProgramData\EngageCX\EOS4.config) the Folder Log parameter to be set to true. The log folder is the folder in which the log files related to Amazon synchronization are to be created and saved: LogServerEnabled=true.

Files

The Files menu is available only for the System workspace. Accessing Files, you can explore and manage all folders and files used by EngageCX Platform to function properly. Note that it is not recommended to add/edit/delete anything from the System Files, unless indicated by the EngageCX Technical Support.

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Domains

All the Domains Trackers added in Domains Settings are visible and can be managed from Internal Settings.

Visitors

From the Visitors page you can manage and keep evidence of how many users interact with your website before they register. We called a visitor a user that access your website without logging in.

Visitors are tightly bound to the user's domain tracking feature available in Domain Settings. This feature implies storing visitors in a database, where you can save meaningful information about them. When a Visitor is completing a Lead Generation form as a Communication Project, the data will be stored within Contact information.

Working with this type of users is limiting in some ways, because there are not many things you know for sure about them, but there are certain data you can store, such as:

• the location from where they are accessing your website,
• the device they are using,
• the web campaign parameters from a data location,
• the timestamp and the address of the first visited web page.

All the data you want to store can be configured from the Domains Settings page.

If tracking is enabled on your domain, all visitors that are not registered will be recorded by EngageCX Platform. EngageCX allows environment administrators to track the actions of your anonymous users by selecting the Visitors page within Internal Settings.

Viewing Visitors

To view all the visitors that access your website, follow the steps below:

1. Go to the Domains section within the SysInternals page.
2. Select the Visitors option, next to the domain name you have configured to monitor.
3. A list with all the anonymous users that have been visiting the website will be displayed.
4. For further details, simply select the anonymous user id and a page with custom information will be displayed.

After you interact with one of the Visitors, you should consider the following:

• In the upper part of the page, you will be able to view the user form. At any time, you can click on the fields and update the information you want about those users. Once ready, do not forget to save by clicking the Save ( ) button, in the toolbar.

• In the bottom part, you will see the user's activity. Information such as accessed date, website context, or other tracking details will be displayed. If the link of the website contains flags as utm_*, particular referral sources in campaigns can be identified also and displayed within this section. To filter the activity displayed, select Activity Filter, next to Date, and check the assets for which you want to display users actions.

EngageCX provides conversion of the anonymous users that visit portal and complete the Lead Generation form, to tracked-users (leads) that can be considered potential clients. Further they can be monitored and managed under the Customer Journey module. Therefore, any data collected on that user persisted in the account of the newly-registered user.

More Visitors Options

In the Visitors Page, you can select the More ( ) button, next to the user and select from the following options under the drop-down menu:

• Open: Use the Open button to open the corresponding anonymous user page.
• Delete: Use the Delete button to permanently delete the selected user from the list.
• Properties: Use the Properties button to open a dialog that allows you to edit the current user information.

Cleanup Tracking History

Cleanup Tracking History is intend to clean-up of old visitor records that have been registered until a certain date. This functionality can be performed manually or automatically.

Automatic Clean Up

Follow the steps below to perform an automatic clean up:

1. Go to the Domains section within the SysInternals page.
2. Select the Cleanup Tracking History option, next to the domain name you have configured to monitor.
3. In the dialog, under the Automatic section, select the number of days after which the anonymous users will be deleted from the system. In the drop-down list there are only some available options, up to one year of inactivity.
4. Once you're ready, click Save.

Manual Clean Up

Follow the steps below to perform a manual clean up:

1. Go to the Domains section within the SysInternals page.
2. Select the Cleanup Tracking History option, next to the domain name you have configured to monitor.
3. In the dialog, under the Manual section, select the date until which the anonymous users will be deleted from the system. You can choose from the date-picker or directly type in the date you want to take into consideration as being the last day of activity.
4. Below the date field, there will be computed some statistics related to the number of active and inactive anonymous users. You can click Delete Users to directly remove those users.
5. Once you're ready, click Save.

Appendix

Best Practices

Set up your environments

Before you start adding and editing the files in your projects, think about how will you set up the Environments within EngageCX Platform. You may want to create an Environment for each of your customers, or perhaps you need to make an Environment for testing, production, and development.

It is a good idea to write down your Environments and list what types of actions will take place in each. This process will begin to give structure to the organization of your document's production cycle, and then you can proceed with creating Environments for your users to work in.

Group your users

Within EngageCX Platform, you can group your users by their responsibility. By grouping your users, you can manage the rights that each group of users possesses in one location and can eliminate the headaches associated with the administration of many users. In addition, for each user or group, you can set up Environment or Workspace permissions depending on the access rights that you would like to give. Once you've decided about EngageCX users, go to the Permissions section and start configuring users, groups and permissions.

Keep your document production and customers in sync

Having all customers data synchronized into a single view will allow you to take immediate actions in order to grow your business productivity. Using EngageCX Platform, you can integrate your CRM contacts, accounts and leads, and use them to produce dynamic documents. To find out more information on how to setup integration, read the Integrations sections of this guide.

Learn about Review and Approval

The Review and Approval feature allow you to structure the steps any project must follow and which users need to review in order for that project to be approved and published in the production environment. Think about a simple modification like changing a template font. Then think about the parties that will need to be involved to review, test, and approve on all levels. From there, you can learn more information about configuration in the review and approval section of the documentation.

Terminology

EngageCX Software is designed to be an easy-to-use environment to manage every aspect of your document production needs. Before you get started with designing and managing your projects for document production, we recommend you become familiar with some of the common terminology.

The latest EngageCX release comes with an intuitive interface equipped with all the features and options used to enhance your customer experience. Once you have logged in to the Enterprise Website, you will be presented with the homepage displaying a warm welcome for the user who is currently logged in.

The start page gives you quick access to the main modules menu. The Modules Menu is where you will find all the functionalities needed for documents creation, design and configuration that are available for the user you are logged into.

Beneath, you will be able to see your recent files, communications, tasks or channels tickets. The number of items displayed for each category can be configured from the drop down list, at the bottom of every category. If you have administrator privileges, you can go to User Profiles and choose what categories to display. From Profiles, you can also pin shortcuts to the Welcome Page, to easily create or run documents. The Install Software button from the right, will open the Software Download page, that provides access to the Visual Design software and other Programming tools and API's resources.

Navigating through EngageCX Modules

At the very top of each EngageCX page, you will be able to spot the Navigation Bar, providing access to a couple of essential features, such as:

• Performing a document Search.
• Accessing, creating or reviewing EngageCX Tasks.
• Getting help or tell us your feedback by selecting the ? button.
• Updating your account preference options.
• Seeing the environment you're working on, or if available for your account, switch between environments by selecting the drop down menu, halfway off the top bar.

In the left of the Navigation Bar you can select the System ( ) Menu, that display a floating window providing quick access to all available modules, from each EngageCX page.

Beneath the Navigation bar, the Toolbar will be visible on each module page. It provides access to the essential tasks you can perform in the current area. When navigating through complex projects, on the right side, you can view the current path and/or select the down arrow to easily swap to another EngageCX location to explore.

In the right side is displayed the Sidebar, exhibiting tabs to custom features and/or a tree view of all the assets included in the selected module. You can collapse the Sidebar to focus on your tasks and expand it whenever you're ready to move around. Simply, select the double-arrow icon, at the top right side to bring out or hide it.

In the sections below you will find helpful information highlighting some of the important terms used when discussing EngageCX.

Workspaces

A Workspace is an area where users that have access, can store their work and share it with other team members. Workspaces contain all of the modules required to, upload files, create tasks, run workflows, or trigger actions based on different events.

A Workspace can be created for each department in your company that will have access to EngageCX Platform, with only the users from the department having access to the Workspace, for example Accounting, Marketing, Human Resources, etc. Workspaces can also be created for large projects that your company needs to produce that many users from different groups will have access to.

Templates

Templates become a crucial part of high-volume document production. They describe how to paginate, stylize and lay out documents generated dynamically from data. Templates can contain various dynamic elements such as Fields, Conditions, Repetitions (such as repeated table rows or repeated paragraphs), Conditional Formatting, etc.

A template file has the .epr or .xfd extension and can be edited either directly online in Enterprise Website or offline in Publisher tool. A reusable sub-document that can be inserted in multiple templates has the .epb or .xfc extension.

Workflows

A workflow describes what should happen in a high-volume document production job. Typical workflow steps are Get, Render, Email, etc.

A workflow file has the .wk4 extension and can be edited directly in Enterprise Website.

Jobs

Document production workflows can be executed in the Jobs module under Admin Settings. Here you can start, stop and otherwise control high-volume document production jobs.

For each job, the system stores the inputs, outputs and the full execution log.

Modules

Modules are large groups of functionality within EngageCX Enterprise.

People	Record and manage information about the persons involved in your organization.
Engagement	Business communication connection between an external stakeholder (consumer) and an organization (company or brand) through various channels of correspondence.
Design	Manage both, projects and workspaces, as well as their assets.
Organization	Build interactive documents and help developers to design or configure environment settings.

Tiles

An EngageCX Module's functionality is organized in Tiles. When you select a Module, you will see all of the Tiles that are available, subject to access rights:

People Module
Accounts	Allows you to view and manage all the organizations or persons involved with your enterprise.
Contacts	Enables you to manage contact information and communicate with individuals connected to an account.
Lists	Used to organize a set of contacts and group them together, for a specific purpose (for example, receiving mass emails).
Engagement Module
Communications	Allows you to generate and deliver documents to any output type using the Projects you have created.
Journeys	Uses a customer journey map to track the entire customer experience, in real-time and manage them appropriately.
Personas	Manage the target audience that consists in a group of contacts that shares the same interests.
Design Module
Projects	Project Manager that allows you to manage and organize your particular files, together with their dependencies.
Workspaces	Logical devisions of environments that enable collaboration and storage of all assets involved in your customer communication management processes.
Organization Module
Analytics	Create interactive documents based on their own custom dashboards.
Developer	Lead users to various samples and documentation links, latest versions of both, desktop design software and software development kits.
Admin	Configure access control for users or groups, integration with other external systems or handling environment settings.

Output Parameters

PDF Output

EngageCX Software can generate PDF (Portable Document Format) in several flavors including PDF/X, PDF/A, Section 508 Compatible PDF, and more.

Advanced Parameters

• Image Compression
  This option will set the type of image compression used by the rendering engine. The options to select from are JPEG and Flate.
  JPEG (Joint Photographic Experts Group) compression algorithm is used to compress true color (24 bit depth) images or gray scale images. JPEG is ideal for large images or photographs, and images with large areas of the same color or small variations of colors. Use JPEG when you want to reduce the output PDF size as much as possible.
  Flate (deflate) is a smart algorithm that adapts the way data is compressed. Flat is ideal for images that contain text or line art, and that have sharp transitions of color. Choose this format when you want to make sure that the image quality is unaltered even if it may mean that the generated files are larger.

• Conformance
  This is used to specify options for generating PDF output. Default value is 0, that is, system wide options configured in the Management Console will be used. EngageCX has the following conformance values to select from:

  • PDF/X
  • PDF/A-1a
  • PDF/A-1a-Accessible
  • PDF/A-1b
  • PDF/508

• Version
  This is used to specify which PDF version should be used. EngageCX has the following version types available.

  • PDF/1.4
  • PDF/1.5
  • PDF/1.6
  • PDF/1.7

• Owner Password
  Opening the document with the correct owner password (assuming it is not the same as the user's password) allows full (owner) access to the document. This unlimited access includes the ability to change the document’s password and access permissions.

• User Password
  Opening the document with the correct user password (or opening a document that does not have a user password) allows operations to be performed according to the user's access permissions specified in the document’s encryption dictionary.

• Encryption Strength
  The encryption strength applies to the password(s) you have set. The higher the value, the harder it is to break the password. Valid values for the parameter are 128 and 40, the default is 40.

Word Output

EngageCX can generate .docx files. These are Microsoft Word files that can be opened using Microsoft Office 2007 and newer.

There are no parameters to configure. Any configurations to the template in the Publisher will be used, for example document protection.

PowerPoint Output

EngageCX can generate Microsoft PowerPoint files.

Plain Text Output

EngageCX can generate plain text output. The following parameters will help you customize this output.

Advanced Parameters

• Encoding
  With this option you will be able to specify the encoding for the text output. The options available are:

ASCII	This option can be used when your input contains only ASCII characters.
UTF 8	UTF-8 can support many languages and can accommodate pages and forms in any mixture of those languages.

• Line Height
  Specifies the line height used for layout text in the output. It defines the amount of space above and below inline elements.

• Trim Pages
  When the value is set to "true", the server will calculate how many pages will be printed, taking into account the font size, line height and page size.

TIFF

TIFF (computer file format) output is very useful when the output must be sent to a FAX Machine.

Advanced Parameters

• Resolution
  This parameter will set the resolution for both the X and Y of the image in DPI (Dots Per Inch). The valid input for this parameter is an Integer, for example 300.

• Encode Compression Type:

CA CCITT3	This encoding option can be used for black and white image data telecommunications. All modern FAX machines and FAX modems support this compression type.
CA CCITT4	Black and white encoding for Fax machine, also very popular.
CA LZW	Use this type of compression when you need to generate color TIFF.
CA None	No compression.
CA RLE	Run-length-encoding compression.

Email Body

When using the Email step, you will need to render the email body using a render step.

Advanced Parameters

• Include Images

CID (Content ID	Any images in the email template will be added to the body as separate parts of the email, with a unique CID assigned to all.
Embedded (64-bit)	The images will be written inline directly inside the email body itself.
External	The reference used in the template will be carried over for each image.

• Fixed Body Width
  This option will specify whether to preserve the width of the original page body or not. As this is a Boolean expression your only options to select from will be True or False.

• Fixed Body Align
  This option will specify the body alignment. The valid options to select from are:

HTML

EngageCX has the ability to produce HTML (Hypertext Markup Language) output. The following options will help you customize this output.

Advanced Parameters

• Fixed Body Width
  This option will specify whether to preserve the width of the original XSL-FO page body or not. As this is a Boolean expression your only options to select from will be True or False.

• Fixed Body Align
  This option will specify the body alignment. The valid options to select from are:

  • HOBA Left
  • HOBA Right
  • HOBA Center

PS

EngageCX can generate Post Script files.

AFP

EngageCX can generate AFP (Advanced Function Presentation) output.

Advanced Parameters

• Code Page
  A code page is a table of values that describes the character set used for encoding a particular set of glyphs, usually combined with a number of control characters. The available options to choose from are:

Custom	EngageCX will automatically create code pages on-the-fly, based on characters that are used in your documents.
AFP T1000808	Personal Computer: Cyrillic, Russian with euro
AFP T1000892	OCR-A.
AFP T1001250	Windows Latin2: ANSI Central and Eastern European.
AFP T1001252	Windows Latin1: ANSI Western European. This is the default code page for ASCII.
AFP T1V10500	Country Extended: IBM EBCDIC (Extended Binary Coded Decimal Interchange Code) International.

• Convert Fonts
  You are able to select the font technology that is best suited for your printing process. The available options are:

Raster	This option will convert the fonts to AFP Raster Fonts. These fonts will be embedded in the AFP output and the document can be printed on all AFP printers. When the convert to AFP Raster Fonts is selected, then True Type and Type 1 fonts are automatically converted to FOCA native Raster fonts in the AFP output rendered with EngageCX.
Outline	This option will convert all fonts used to AFP Outline Fonts. Outline Fonts can scale without any quality loss but require more processing by the printer.

HTML5 Smart Document

EngageCX will allow you to generate an EngageCX Smart Document. A Smart Document will allow end customers to interact with their own data.

Your Smart Document template should include widgets or responsive design options.

PNG

EngageCX can generate PNG (Portable Network Graphics) output. PNG output is very useful when you need to render a low-resolution document that loads quickly and looks great.

Advanced Parameters

• Resolution
  This parameter will set the resolution for both the X and Y of the image in DPI (Dots Per Inch). The valid input for this parameter is an Integer for example 600.

**JPEG **

EngageCX can generate JPEG (Joint Photographic Experts Group) output. JPEG output supports a large variety of colors, which allows for crisp images without a large file size.

Advanced Parameters

• Resolution
  This parameter will set the resolution for both the X and Y of the image in DPI (Dots Per Inch). The valid input for this parameter is an Integer for example 600.