Manage Tenant Settings

This article deals with the following:

The Settings workspace within Skills Builder allows Administrators to view and manage global settings, also called as tenant settings. These settings apply to all components within Luma and control areas such as your API access key, timeout settings for the Transfer to Agent Skill and helps you manage the users. 

To view these global Settings click the Settings  icon from the navigation menu. Tenant level Settings impact all Bots. The following settings can be managed on this page, included as tabs:

  • Tenant Information
  • Subscription Information
  • Agent Chat Console
  • User Management
  • Notification Templates
  • Email Settings

Tenant Information

Tenant Information is the default tab which appears on the Settings page. This page provides the key values for your instance of Luma. These values are useful for communicating with support and defining inbound integrations. It also allows you to add global user attributes. The following Tenant details are available on this page as shown below.

  • Tenant ID: This is your unique Tenant identifier, provided by the Support team once your Tenant is created on Luma. 
  • Tenant Name: This is your Tenant name that is used when logging into the Skills Builder interface. A customer can provide this name prior to creation of the Luma environment.
  • Tenant External ID: This is the unique identifier used by external applications to communicate with this Tenant.
  • Inbound API Access Token: This is the unique authentication token required for external applications to communicate with the Luma API. You can regenerate the token by clicking the refresh icon. Please note that regenerating the token will break all existing integrations that you have built using the Luma API. This process is useful if you have old or unknown integrations that you want to block from having access to your Luma instance. The following alert appears when you try to regenerate the API access token. Click Regenerate to continue, else click Cancel to discard the action.

Conversation History

Enabling the Enable Conversation Log check box turns on the ability to pass a text file or string of the current user’s conversation with Luma skills. 

The following process describes how to enable the conversation log.:

  1. In the Conversation History section, select the Enable Conversation Log check box.
  2. Specify the delimiter. It is a special character/symbol that you want to use to provide spacing for the conversation data such as /n, /r, or <br>. For example, while sending an attachment via email fulfillment, the chat conversation is also displayed in the email. Each conversation is segregated into lines using the delimiter.
    To learn more about how the delimiter is used in context, see Send Attachments Using Email Fulfillment.

Global User Attributes

An Administrator can create up to 20 custom global user attributes. These attributes are all of data type text. They can be used across all users and all skills using @user.custom.<attribute name>.

Global User Attributes are helpful in setting a value during session initialization with the Web Widget or in a skill just like any other conversation parameter. The value is stored with the user until it is overwritten.

Create Global User Attributes

Enter the global user attributes in the text box and clickto add it to the list. Up to 20 attributes can be added to the list. The following error appears if you try to add additional attributes.

The global user attribute names can also be edited once they are added to the list.

To delete the attribute, click . The following confirmation message appears.

Set Global User Attributes

A Global User Attribute can be set in either of the two following ways:

  1. Web Widget Initialization - When the Web Widget is launched on a browser, the web page can pass on values based on the user or site they are on. The Global User Attributes will store those values for the user until they are overwritten.
  2. Set Attributes - These Attributes can be set from within a skill like any conversation parameter and using Set Attributes during branching or post fulfillment.

Use Global User Attributes in Skills

Global User Attribute can be used in Skills in the following ways:

  • As context variables with user.custom.

Mapped Channel ID

An Administrator can provide auto-authentication to users for specific channels such as Slack and WhatsApp, so that the users don't have to manually register during their first interaction with the bot on the specific channel. When a guest user comes from a channel such as Slack or Whatsapp, mapping channel id is required to identify the user against our records based on the reconciliation fields like username, email, phone, or global user attribute. If the id matches, the user will be associated with the channel and can skip the registration process.

The following User Attributes are used for authentication:

  • Username, Email, or Phone
  • Global User Attributes (See, Global User Attributes section above)
  • Channel Source Data (available only for Slack and MS Teams for user authentication through API when user profile is not available in Luma).

      Refer Configure Microsoft Teams for information on configuration changes required to enable MS Teams.

      Refer Configure Slack for information on configuration changes required to enable Slack.

To map the channel ID, do the following:

  1. Click Add Channel.
  2. Select the Channel as required. The available options are Slack and Whatsapp.
  3. Select the user attribute that must be used for auto-authentication.
  4. Click Add Channel to map another channel ID for auto-authentication, if required.
  5. Click Save.
    This process will automatically help users to access the channels without having to register themselves.

When you duplicate mapping the channel id, the following message is displayed as an alert:

When you skip the User Attribute while mapping the channel id, the following message is displayed:

Subscription Information

On the Settings page, click the Subscription Information tab. This tab describes the Luma transactions and the tenant subscription information which includes Entitlement details, Transaction History Log, and Refill History. For more details, visit the Subscription Information page. 

Agent Chat Console

On the Settings page, click the Agent Chat Console tab. This tab allows you to manage how the Transfer to Agent Skill and the Agent Chat Console will work across all Bots. You can configure the Agent Chat Console to set the required timeout intervals both for the end user and live agents supporting those end users. For more details, visit the Manage Agent Chat Console Settings page.

User Management

On the Settings page, click the User Management tab. This tab allows you to manage your users by adding additional users, setting their roles, modifying the existing user details and more. For more details, visit the Manage Users, Groups and Permissions page. 

Notification Templates

On the Settings page, click the Notification Templates tab. This tab allows you to trigger custom notifications to users from external systems using an API. For more details, visit the Create Notification Templates page. 

Email Settings

On the Settings page, click the Notification Templates tab. This tab allows you to configure an email server and send customized emails from a specific inbox to a specific email address for skill fulfilment. For more details, visit the Use Email Notifications for Skills page.