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 

General Chat Connector Configuration

Parameters (as sysadmin)

For https / wss

ACD.Chat.Script.Library.URL

https://<load-balancer>:3003/gui/

ACD.Chat.Server.Base.URLwss://<load-balancer>:3003

For http / ws

ACD.Chat.Script.Library.URL

https://<load-balancer>:3000/gui/

ACD.Chat.Server.Base.URLws://<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.

Note: 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.

DATADIR="/home/jtel/shared/Data/clients/"

Additional configurations on the load balancer

Additional entries are required in the frontend area for the portal:

frontend acdportal_https
...
        acl whatsapp_req    path /incoming
        acl whatsapp_req    path /delivery
...
        use_backend     backend_chat_ws if whatsapp_req

Additional parameters

The following system parameters must be checked in the portal:

Parameter

Value

Comment

ACD.Whatsapp.Server.Base.URL

https://jtel-portal:3003

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.Urlhttps://jtel-portal:3003The 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.Urlhttps://api.tyntec.com/chat-api/v2/messagesThe 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

URLhttps://api.tyntec.com/chat-api/v2/applications/default
Request TypePATCH
Authorization

apikey

Value = the generated API Key from Tyntec

Additional Headers

Accept

application/problem+json

Additional Headers

Content-Type

application/json

Body

{
"webhooks": [
{
"events": [
"MoMessage"
],
"callbackUrl": "https://jtel-portal/incoming"
},
{
"events": [
"MessageStatus::accepted",
"MessageStatus::delivered",
"MessageStatus::seen",
"MessageStatus::failed",
"MessageStatus::channelFailed",
"MessageStatus::deleted",
"WhatsAppGroupEvent::userJoined",
"WhatsAppGroupEvent::userLeft",
"WhatsAppGroupEvent::subjectChanged",
"WhatsAppGroupEvent::descriptionChanged"
],
"callbackUrl": "https://jtel-portal/delivery"
}
]
}


Chat Connector Configuration

The following additional parameters are configured in the Chat Connector:

Chat Connector

WhatsApp Connector

Using Chat Connectors

Using WhatsApp Connectors