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Introduction

The CHAT role is used for conducting chat sessions with agents from external websites. In addition to supporting chat via external websites, the CHAT role can also be converted into a WhatsApp connector Connector with the provider TynTec. This allows clients to offer their customers the option to send requests through WhatsApp, instead of a Web-Based CHAT. Chat and WhatsApp connectors Connectors can be used in parallel.

Requirements Requirements

  • The jtel Chat Module
  • 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 - or on a separate server

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Configuration

Creating a new Chat Connector

A new connector Connector can be created via the web-interface. Logged in as a Client Administrator, navigate to "menu → chat → chat connectorsConnectors" and press "new". In the resulting popup, the assigned Client ID is shown, as well as the fields to provide a name and title of the connector.

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for the Connector.

After clicking "Save", you can enter the configuration page by clicking "Edit" on the Connector.

Settings

Master Data
FieldExplanation
Client IDID of the client in which the connector Connector is created
NameName of the connectorConnector
Title

Title of the

connector

After clicking "Save", enter the configuration page by clicking "Edit" on the connector.

Explanation of the settings

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Connector

WhatsApp

When inactive, the Connector is a Chat Connector

When active, the Connector is changed to a WhatsApp Connector

Distribution
FieldExplanation
ACD Group :The ACD-Group inside which the events are distributed

Max Chats

Per Agent

all Agents:

The maximum amount of simultaneous chat events that can be handled by the connector the Connector amongst all agents in the configured ACD-Group 
Priority :The priority of incoming chat events. Used primarily when more than one connector Connector is attached to the same ACD-Group
Maximum connect wait time (s) :The amount of time that can pass before an agent has until the event must have been opened the incoming chat event by pressing on the event indicator. If the configured value is exceeded, the event will be distributed to a different agent insteadredistributed to another agent 
Maximum agent answer time (s) :The maximum amount of time until that can pass before the agent has to have replied to sent the first reply to the customer. If the configured value is exceeded, the event will be closed for the agent and distributed to a different agent insteadredistributed to another agent
Maximum free agent search time (s) :The maximum amount of time the system will search for an available agent. If the configured value is exceeded the event will be closed and the customer will be informed
Skill 1 :The first skill which can be attached to incoming events.
Minimum Skill 1 :The minimum value of skill 1 required by an agent to have the event distributed to him
Ignore skill 1 after timeout (s) :The amount of time that will pass until skill 1 is ignored and not considered in event distribution
Skill 2 :The second skill which can be attached to incoming events.
Minimum Skill 2 :The minimum value of skill 2 required by an agent to have the event distributed to him
Ignore skill 2 after timeout (s) :The amount of time that will pass until skill 2 is ignored and not considered in event distribution
Skill 3 :The third skill which can be attached to incoming events.
Minimum Skill 3 :The minimum value of skill 3 required by an agent to have the event distributed to him
Ignore skill 3 after timeout (s) :The amount of time that will pass until skill 3 is ignored and not considered in event distribution
Ignore Skills after timeout (s) :The amount of time that will pass until all configured skills are ignored and not considered in event distribution
Ignore skills if no agents with skills available :If checked, skill distribution will be inactive when no agents with the required skills are available in the ACD-Group

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Code

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Example :Example Configuration
Field

Example Configuration

Configuration

{
"noAgents":"Sorry, currently there are no agents available. Please try again later.",
"noAgents#de":"Es tut uns leid, aber derzeit sind keine Agenten verfügbar. Bitte probieren Sie etwas später nochmal.",
"outOfService":"Sorry, but currently we are closed. Please try again during office hours.",
"outOfService#de":"Es tut uns leid, derzeit sind wir geschlossen. Bitte probieren Sie es während unsere Öffnungszeiten wieder.",
"agentTyping":"Agent $agent is typing...",
"agentTyping#de":"Agent $agent schreibt ...",
"bye":"Thank you for using our service. Goodbye.",
"bye#de":"Danke, dass Sie unseren Service genutzt haben. Auf Wiedersehen.",
"byeNoAgent": "Sorry, currently there are no agents available. Please try again later.",
"byeNoAgent#de":"Es tut uns leid, aber derzeit sind keine Agenten verfügbar. Bitte probieren Sie etwas später nochmal.",
"welcomeMessage":"Welcome!",
"welcomeMessage#de":"Herzlich willkommen!.",
"editorPlaceholder":"Enter your message here.",
"editorPlaceholder#de":"Geben Sie Ihre Nachricht hier ein."
}

Explanation:
noAgentsWhen no agent is available, the configured message is sent to the customer
outOfServiceWhen a customer sends a message outside business hours, the configured message is sent to the customer
agentTypingWhen the agent enters a response to the customer, the configured message is sent to the customer.
byeWhen the chat event is closed,  
byeNoAgentWhen no agent is available, 
welcomeMessageAfter a customer has sent a message and opened a new event, 
editorPlaceholder

This message is displayed to the customer after the window for chat is opened at the external website. 

Note
iconfalse
titleWhatsApp

This message is not displayed to customers who use WhatsApp



Code

<script src='https://websiteurl.de:3003/gui//chat.js'></script>
<script type="text/javascript">
   JTEL.initChat({ 
       Hash: 'ZkGgUcDkLPEY',
       BaseWSURI: 'wss://chatserverurl.de:3003',
       BaseResourceURI: 'https://storageserverurl:3003/gui', //optional
       pdata: {name:'John Doe', email:'john.doe@example.com', sender:'John Doe', receiver:'My Chat Connector', userdata:'123456', userdata2:'userdata2', userdata3:'userdata3'},
       udata: {anyfield1:'Any Field 1', anyfield2:'Any Field 2'} });
</script>

Explanation:

To access the jtel server, the code is embedded into the external website. The code is generated with the settings from the parameters in the jtel portal, as well as the settings from the page Master Data in the chat connector Connector configuration.

Page "REST":

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REST
Token Post
Field

Example Configuration

Url :

https://myrestservice.example.com/service/GetToken

Header :

Cache-Control: no-cache
Content-Type: application/x-www-form-urlencoded;charset=UTF-8
Authorization: Basic XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

Body :


Code Block
grant_type=client_credentials&redirect_uri=https://myrestservice.example.com/service/api/v1/Customers/Contacts



Field:

Example Configuration

Url :

Example Configuration

Header :

Example Configuration

Body :

Example Configuration

Xml Template :

Example Configuration

Parameters (as sysadmin)

For https / wss

ACD.Chat.Script.Library.URL

https://<load-balancer>:3003/gui/

ACD.Chat.Server.Base.URLwss://<load-balancer>:3003

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