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
Chat Connector Configuration
Creating a new Chat Connector
Logged in to the web interface as a Client Administrator, navigate to "menu → chat → chat connectors" and press "new". The following page will be displayed, where the assigned Client ID is shown and the name, as well as the title of the connector, is defined.
Explanation of the settings:
| Client ID | ID of the client in which the connector is created |
|---|---|
| Name | Name of the connector |
| Title | Title of the connector |
After clicking "Save", enter the configuration page by clicking "Edit" on the connector.
Explanation of the settings
Page "Master Data" below "Distribution":
| ACD Group : | The ACD-Group inside which the events are distributed |
|---|---|
| Max Chats Per Agent : | The maximum amount of simultaneous chat events that can be handled by the connector |
| 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 an agent has until the event must have been opened by pressing on the event indicator. If the configured value is exceeded, the event will be distributed to a different agent instead |
| Maximum agent answer time (s) : | The maximum amount of time until the agent has to have replied to the customer. If the configured value is exceeded, the event will be closed for the agent and distributed to a different agent instead |
| 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 skills are available in the ACD-Group |
Page "Code":
| Configuration | Example Configuration:{ Explanation:
| ||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Code | Example Configuration<script src='https://websiteurl.de:3003/gui//chat.js'></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 configuration. |
Page "REST":
To be done
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. 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:
- The checkmark Whatsapp is set.
- The TynTec API Key is entered.
- The phone number is entered in E.164 format.
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. |
The additional configuration on the server side is described here: Role CHAT
Chat Connector
- Example configuration
WhatsApp Connector
- Example configuration
Using Chat Connectors
- Test Case
Using WhatsApp Connectors
- Test Case