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 - or on a separate server
Configuration
Creating a new Chat Connector
A new Connector can be created via the web-interface. Logged in as a Client Administrator, navigate to "menu → chat → chat Connectors" and press "new". In the resulting popup, the assigned Client ID is shown, as well as the fields to provide a name and title for the Connector.
After clicking "Save", you can enter the configuration page by clicking "Edit" on the Connector.
Settings
Master Data
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 |
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 |
Code
Field | Example Configuration | ||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Configuration | { Explanation:
| ||||||||||||||
Code | <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. |
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 : | grant_type=client_credentials&redirect_uri=https://myrestservice.example.com/service/api/v1/Customers/Contacts |
Report Export Post
Field: | Example Configuration |
---|---|
Url : | https://myrestservice.example.com/service/api/v1/Customers/Contacts |
Header : | Cache-Control: no-cache Content-Type: application/json Authorization: Bearer $tokenResponse.body.JSON.access_token |
Body : | {"CustomerNumber":"$chatConnector.id", "XMLCodedData":"$xmlTemplate.encoded.base64"} |
Xml Template : | <?xml version="1.0" encoding="utf-8"?> <chatReport> <Size>$report.bytes</Size> <Content>$report.encoded.base64</Content> </chatReport> |
Portal Configuration
Agent 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
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 in this field |
Whatsapp Number : | 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