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Requirements
- The jtel Chat Module
- Installation either on a separate server or The installation can either be done in parallel with an already existing web server or load balancer - with a corresponding RAM extension of about 4 GB per server - on a separate server
General Chat Connector Configuration
Parameters (as sysadmin)
For https / wss
ACD.Chat.Script.Library.URL | https://<load-balancer>:3003/gui/ |
| ACD.Chat.Server.Base.URL | wss://<load-balancer>:3003 |
For http / ws
ACD.Chat.Script.Library.URL | https://<load-balancer>:3000/gui/ |
| ACD.Chat.Server.Base.URL | ws://<load-balancer>:3000 |
Status
Agent status for Chat - or an existing status - must be configured to allow a chat event to be distributed to the agent:
Max chats per agent
The maximum number of parallel chats per agent must be configured. This value is set to 0 by default for all agents.
Additional configurations for WhatsApp
For WhatsApp to work, further configurations still need to be made.
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: setting up the WhatsApp business account or connecting to the provider (currently TynTec) is done directly with the provider.
https
The load balancer must be operated with https and a valid certificate.
Additional configuration in jtel-clientmessenger
The parameter DATADIR must be checked. This must point to either the /srv/jtel/shared/Data/Clients/ directory if it is hosted directly on the chat server, or /home/jtel/shared/Data/clients/ if the server has mooted the directory.
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Additional configurations on the load balancer
Additional entries are required in the frontend area for the portal:
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Additional parameters
The following system parameters must be checked in the portal:
Parameter | Value | Comment |
|---|---|---|
| ACD.Whatsapp.Server.Base.URL | The URL used by the agent-client to allow the agent to reply to messages. This must be resolved from all agent workstations to a valid URL via DNS and is directed to the chat server via the haproxy. | |
| ACD.Whatsapp.Whatsapp.Url | https://jtel-portal:3003 | The URL used by the outside world (WhatsApp users) to download the attachments of the messages. This must be resolved from the Internet to a valid URL via DNS and is directed to the chat server via the haproxy. |
| ACD.Whatsapp.Tyntec.Url | https://api.tyntec.com/chat-api/v2/messages | The URL of the TynTec API for WhatsApp. |
Customize TynTec API endpoints
It may be necessary to adjust the API endpoints to which the messages are sent. Currently, TynTec does not offer the possibility to do this via a web configuration, this must be done via a REST call. The easiest way to do this is to use Postman.
The following parameters are required, both callback URLs are adjusted according to the endpoint of the system.
Setting | Value |
|---|---|
| URL | https://api.tyntec.com/chat-api/v2/applications/default |
| Request Type | PATCH |
| Authorization | apikey Value = the generated API Key from Tyntec |
| Additional Headers | Accept application/problem+json |
| Additional Headers | Content-Type application/json |
| Body | { |
Chat Connector Configuration
The following additional parameters are configured in the Chat Connector:
- The checkmark Whatsapp is set.
- The TynTec API Key is entered.
- The phone number is entered in E.164 format.
Chat Connector
- Example configuration
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