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 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 can be used in parallel.
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 - 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.
: 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
WhatsApp Connector
- Example configuration
Using Chat Connectors
- Test Case
Using WhatsApp Connectors
- Test Case