Introduction

The CHAT role is used for conducting chat sessions with agents from external websites. In addition, 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

Distribution

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>

REST

Token Post

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

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

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

Report Export Post

https://myrestservice.example.com/service/api/v1/Customers/Contacts

Cache-Control: no-cache
Content-Type: application/json
Authorization: Bearer $tokenResponse.body.JSON.access_token

{"CustomerNumber":"$chatConnector.id",
"XMLCodedData":"$xmlTemplate.encoded.base64"}

<?xml version="1.0" encoding="utf-8"?>
<chatReport>
<Size>$report.bytes</Size>
<Content>$report.encoded.base64</Content>
</chatReport>

See also: Chat Report Export

Portal Configuration

Additional configuration in the portal is necessary, regarding the distribution of Chat and WhatsApp events

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

The additional configuration required on the server side is described here: Role CHAT