Chat Environment Variables

Following are the environment variables used in the chat service.

Config Parameter

Expected Value

Notes

MONGO_URL

http://database-connector:8080

or

https://database-connector:8443 

This is the URL of the Database Connector service

DB_TYPE



mongo

Do not change this value.

DB_URLIP
DB_USER
Database username
DB_PASS
Database Password
DB_NAME
Database Name

SMS_LANGUAGE

en

The default language passed to the BOT for the SMS channel.

This configuration will be moved to the SMS connector.

TZ

Time zone where the solution is being deployed.

e.g. "Europe/Zurich" if the solution is deployed in Switzerland. See what is your time zone.

AMQ_HOST

ActiveMQ

This is the URL of the ActiveMQ service.

AMQ_PORT   -

61615   

This is the ActiveMQ service TCP port. 61613 if the STOMP_TLS_ENABLED parameter is false.

AMQ_USER
Amq user for stomp client, default is empty
AMQ_PASS
Amq user password for stomp client. Default is empty
AMQ_URLhttps://activemq:8162AMQ API URL.
AMQ_USER_APIadminAMQ API user name
AMQ_PASSWORD_APIadminAMQ API password
WRAPU_UPfalse
WRAPUP_TIME0
MRE_MICROSERVICE_URLhttps://mre-microservice:8443Chat Server fetches queue information from mre microservice service

STOMP_TLS_ENABLED

true/false

Set the value to true to enable SSL connection with  ActiveMQ service. Use port 61615 if true, 61613 otherwise.

CERTIFICATE_PATH

build_config/https/client.pem

The path of a default self-signed certificate for AMQ stomp TSL.Do not change this value unless you are using a valid domain signed certificate.

CERTIFICATE_KEY_PATH

build_config/https/client.key

The path of default self-signed certificate key for AMQ stomp TSL. Do not change this value unless you are using a valid domain signed certificate.

CERTIFICATE_AUTHORITY_PATH

build_config/https/broker.pem

The path of default self-signed certificate authority file for AMQ stomp TSL. Do not change this value unless you are using a valid domain signed certificate. This CA Authority file is supported in PEM format.

CERTIFICATE_AUTHORITY_PASSPHRASE

password

AMQ Certificate passphrase. Do not change this value unless you are using a valid domain signed certificate.

AMQ_RETRIES

30,000

No of retries chat service should attempt if the connection is lost with  ActiveMQ  service

AMQ_DELAY

1000

Time in milliseconds chat service should wait between each try with reconnection to ActiveMQ service.

SERVER_PUBLIC_URL

http://<fqdn>/chat

External IP and port of chat service. This URL is used by the history.html page when viewing history

PORT

For HTTP 8080

or

For HTTPS 8443

An internal port on which the chat server will listen must be changed in the ports section chat service if changed here.

SSL

true/false

Set value to 'true' for configuring chat service over HTTPS.

Otherwise set value 'false'.

PRIVATE_KEY

build_config/https/localhost.key

This is a private key file to use HTTPS.

Do not change this value if default self-signed certificates are used.

CERTIFICATE

build_config/https/localhost.crt

This is the path of the certificate file to use HTTPS.

Do not change this value if default self-signed certificates are used.

PASSPHRASE

expertflow

Passphrase for SSL certificate whose path is given in the CERTIFICATE parameter.

Do not change this value if default self-signed certificates are used.

BOT

true/false

Set value to 'true' if the solution is integrated with BOT otherwise set value to 'false'

PRIMARY_BOT_ID

BOT

This parameter is only applicable if the BOT parameter value set to "true".

This value is used as a key to identify a BOT in conversation. (In the future we will support the multiple BOTs integration)

DIRECT_HANDOFF

true/false

This parameter is only applicable if the BOT parameter value set to "true"

Set value to "true". If you want to route the customer chat request directly to an agent. Otherwise set the value to "false".

When set to "false", BOT tries to respond to customer queries/questions based on confidence. Chat is handed over to the available agent automatically if BOT confidence is below then the

"HANDOFF_THRESHOLD" parameter value.

If the customer is not satisfied with BOT answers, he can type a pre-defined phrase e.g. "human" "to manually handover the chat  

to an available agent.

HANDOFF_THRESHOLD

0.1

This parameter is only applicable if the DIRECT_HANDOFF parameter value set to "false"

Handoff to an agent if the BOT intent score is less than this value.

HANDOFF_INTENT

human

The intent is used to handover the chat to an agent.

HANDOFF_TEXT

Handoff activity message e.g.

Please wait, We are finding an agent for you

Message to send to a customer when low score intent is received from bot and customer conversation is a handoff to an agent.

HYBRID_CHAT

true/false

Set value to "true" if you want the BOT to assist the agent after handoff. Otherwise set the value to "false"

EMAIL_ADDR


The email address from where the transcript is sent

EMAIL_PASS


Email password

EMAIL_SMTP


SMTP server port

EMAIL_SMTP_PORT


SMTP server port

EMAIL_SECURE

true/false

Set value to "true" to use the Secure email server.

EMAIL_BODY

PFA

Transcript email body. This text will be written in the email body when the transcript is sent to the customer.

EMAIL_SUBJECT

Chat Transcript

Transcript email subject. This text will be written in the email subject when the transcript is sent to the customer.

TRANSCRIPT_DIRECTORY

REPORTING_ENABLED

true/false

Set value to "true" if you want to publish chat and agent state CDRs on the AMQ reporting queue. Otherwise set the value to "false".

CERTIFICATE_BUNDLE_PATH

build_config/https/chat-server.ca-bundle

CA CERTS Authority path of database-connector and mre-microservice.

MRE_MICROSERVICE_URL

http://mre-microservice:8080

or

https://mre-microservice:8443

This is the URL of mre-microservice. 8080 port is for HTTP and 8443 port is HTTPS

AGENT_ALIAS
  1. FirstName LastName
  2. LastName FirstName
  3. FirstName
  4. custom text - any alphanumeric string e.g., the company name of 1 to 20 characters

This configuration is used to show the agent info on the customer-gadget. Please note, these configuration values are case sensitive e.g. FirstName or firstName are two different values.

If this configuration parameter is not defined or the value specified is wrong, the default value is FirstName.

PING_INTERVAL3000
PING_TIMEOUT6000
DEBUG_TRANSPORTtrue/falseOnly for debugging purposes, false by default.
DEBUG
Only for debugging purposes, empty by default.
AGENT_RECONNECT_TIME30

Time in seconds during which an agent can connect back to the chat server after closing the browser or if the connection is lost and have his/her all active chats back. Else the agent is forcefully logged out and chats are re-routed.

This should be the number of seconds between 0 and 86400. The default value is 30.

LOG_PATHexpertflow/chat-server.log
LOG_LEVELdebug
LOG_FILE_SIZE20480000
LOG_BACKUP_FILES30
CIM_LABELS_API_PATHhttp://192.168.2.50:8081/cim/label
CIM_CUSTOMER_QUERY_URLhttp://192.168.2.50:8081/cim/customer?query=phone:{refId}
POST_SURVEY_INTENTstring

The name of intent that the chat-server should pass to the Bot for post-chat feedback collection by the Bot. If no value is specified, the chat will be closed by the system.

The default value is an empty string.  

HISTORY_PORT
The history page is accessible through this port. If set to empty, the history page will be hosted on the default chat-server port.
HISTORY_USERNAMEstringusername to authenticate the user for history page access
HISTORY_PASSWORDstringthe password to authenticate the user for history page access, if the value is empty then the user can access the history page without authentication.
TRANSCRIPT_ENABLEDbooleanWhen true, the transcript API will be enabled, otherwise disabled. The default value is true.
ENABLE_ANNOUNCEMENTSbooleanWhen true, announcements will be available. Default is true.
MRE_URL

https://mre:8443
or
http://mre:8080


CUSTOMER_RECONNECT_TIME30This is time in seconds for which Chat Server waits for a web customer to reconnect after a network outage between Customer Gadget and Chat Server. After this time expires, Chat Server ends the chat.
AMQ_HEARTBEAT9000,3000This is ActiveMQ STOMP connection heartbeat time in milliseconds. Do not change default values for this environment variable.
AMQ_TIMEOUT3000ActiveMQ STOMP connection timeout in milliseconds. Do not change default values for this environment variable.
SCALEfalseThis variable defines if Chat Servers are deployed in scale mode on the same host. Please note that agents will only be able to connect and take Chats landed on a single Chat Server in scale mode. The other Chat Server will serve only Bot conversations.
Do not change the default value.
INSTANCE_IDchat_server_1Chat Server instance id in case SCALE=true, do not change the default value if Chat Server is deployed in singleton mode.
SUBSCRIBE_EXTERNAL_QUEUEtrueOnly used when SCALE=true, the Chat Server with SUBSCRIBE_EXTERNAL_QUEUE=true can only take chats from the channels other than web.