Overview
Configuring support for ICE Chat within MCO eComms requires setup with your ICE Chat service provider and then within the MCO eComms solution itself. This article walks through the steps complete capture setup.
❗️If adding ICE Chat users individually for exporting from ICE, it is important to maintain this list with ICE in the future when covered employees either onboard or offboard from the system. MCO has no way to independently know when these events occur. To reduce this ongoing administrative overhead, consider having ICE export all users from your domain. Then as new users join or leave they will automatically be covered by scope of the export.
Prerequisites
Customer account must ensure it has an appropriate ICE Chat compliance contract in place before services can be provisioned within ICE Chat. Contact the ICE Support Desk to verify or request these services.
Setting up SFTP Service through ICE
Send request to ICE to establish SFTP Feed for Data Delivery
Use the provided email template to complete the following in a single requestSign and return "ICE ServICEs Agreement" (ICE_Data_ServICEs_Agreement.pdf).
Confirm active users for monitoring (add ICE usernames to MCO profiles if needed)
For each new integration, confirm the active users who will be monitored. Add their ICE username to each User Profile if necessary. This is especially important if the customer changes their domain name or if you are onboarding a brand new ICE connection.
Provide the retention list of users to be exported (email + ICE IM username)
Send a request to ICE that users to be retained from ICE IM. You must have the email and ICE IM username for each user. ICE IM Usernames typically look like either "fstroud" or "[[email protected]](mailto:[email protected])". Share this list with ICE and specify that only these users should be exported. Please feel free to use the email template included below in our instructions
Set up SFTP connection
Open the Message Logging and Compliance Form in ICE.
Select option: “Subscriber requests ICE export …”
Under Review Tool Type, choose Fairwords.
Provide registered domain(s).
If you don’t provide a user file, ICE will include all users from that domain.
Submit → ICE finalizes the SFTP.
Receive SFTP credentials → forward them to eComms.
Message Logging and Compliance Form
Choose the fifth selection, it should be “Subscriber requests that ICE export Subscriber’s message logs to the Service Provider identified below…
You should have 3 “Review Tool Type” choices, select the “Fairwords” option.
ICE will also require you to supply the registered domain(s) that they will use to determine which users should be included in the source file that is sent to eComms. If you do not supply a file with specified users to the ICE chat sales advisor or helpdesk, all users with this domain will be included in ICE’s archiving file.
Once the above is submitted, ICE will set up and finalize an SFTP connection. They will provide you with the credentials for this connection. You will then need to send these credentials to eComms and inform them that you are creating an ICE source.
MCO ICE Chat Integration Setup
Provide MCO via a Support Ticket or your Implementation Team the ICE SFTP credentials for setting up the daily download process.
Verify ICE Chat messages are being added to your archive after MCO verifies setup is complete. Messages may not begin showing up in your archive for a few days. Messages initially will appear as Unmapped if user mapping is not completed. Follow instructions for Mapping Users to ICE Chat Identities to ensure user policies are applied.
Mapping User to ICE Chat identities
Mapping users to their ICE Chat identities is critical so that eComms can know how to handle their communications.
ICE Chat users are mapped to their ICE Chat User Name or Messaging ID (IMID). These can be mapped to the primary email address in their profile by default and to additional ICE Chat Source Mappings.
To add additional ICE Chat mappings to a user profile.
Sign in to MCO eComms as a Admin user.
Navigate to Settings > Users page to locate specific users for mapping.
Open a user profile by clicking edit (pencil icon).
Locate the Sources section and select the
Editbutton. To put the section in editing mode.Select Add Source button to insert a new mapping record.
Select the ICE Chat in the Source name column and enter the ICE Chat User Name (e.g. fstrouds17) or ICE Chat Instant Messaging ID (e.g. [email protected]) in the Unique Identifier field. Click the check button when done editing the row.
Add additional ICE Chat identities as required.
Click Save button when done to save the mapping.
Immediately after adding this user source mapping, newly arriving ICE Chat messages with the entered identities will be mapped to this user. Once mapped all retention and detection policies associated with this user will be applied moving forward.
Important! New source mappings will update existing messages and alerts in the account for search and display reference purposes. However, they will not retroactively apply retention and detection policies to messages already in the application.