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| Field | Explanation |
|---|---|
| Client ID | ID of the client in which the Connector is created |
| Name | Name of the Connector |
| Title | Title of the Connector |
When inactive, the Connector is a Chat Connector When active, the Connector is changed to a WhatsApp Connector |
Distribution
| Field | Explanation |
|---|---|
| ACD Group : | The ACD-Group inside which the events are distributed |
Max Chats all Agents: | The maximum amount of simultaneous chat events that can be handled by the Connector amongst all agents in the configured ACD-Group |
| Priority : | The priority of incoming chat events. Used primarily when more than one Connector is attached to the same ACD-Group |
| Maximum connect wait time (s) : | The amount of time that can pass before an agent must have opened the incoming chat event by pressing on the indicator. If the configured value is exceeded, the event will be redistributed to another agent |
| Maximum agent answer time (s) : | The amount of time that can pass before the agent has sent the first reply to the customer. If the configured value is exceeded, the event will be redistributed 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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| Field: | Example Configuration | ||
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| Url : |
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| Header : |
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| Body : |
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| Xml Template : |
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Parameters (as sysadmin)
For https / wss
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ACD.Chat.Script.Library.URL
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https://<load-balancer>:3003/gui/
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Portal Configuration
Agent
For http / ws
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ACD.Chat.Script.Library.URL
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https://<load-balancer>:3000/gui/
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Status
Agent status for Chat 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. The checkmark at "Ticket via Web Interface" has to be checked.
Additional configurations for WhatsApp
The following additional parameters are configured in the Chat Connector:
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Additional parameters are required for WhatsApp connectors
Master Data
| Field | Explanation |
|---|---|
When active, the Connector is changed to a WhatsApp Connector | |
| Whatsapp ApiKey : | The TynTec API Key is entered |
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| in this field | |
| Whatsapp Number : | The phone number is entered in E.164 format |
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Additional parameters
The following system parameters must be checked in the portal:
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