Chat Environment Variables

AGENT_ALIASFollowing 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 Database Connector service

DB_TYPE



mongo

Do not change this value.

SMS_LANGUAGE

en

The default language passed to the BOT for SMS channel.

This configuration will be moved in SMS connector.

TZ

Time zone where solution is being deployed.

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

AMQ_HOST

activemq

This is URL of ActiveMQ service.

AMQ_PORT   -

61615   

This is ActiveMQ  service TCP port. 61613 if 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
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 of 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 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 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 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 history.html page when viewing history

PORT

For http 8080

or

For https 8443

Internal port on which chat server will listen, must be changed in 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 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 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 CERTIFICATE parameter.

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

BOT

true/false

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

PRIMARY_BOT_ID

BOT

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

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

DIRECT_HANDOFF

true/false

This parameter is only applicable if 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 value to "false".

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

"HANDOFF_THRESHOLD" parameter value.

If 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 DIRECT_HANDOFF parameter value set to "false"

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

HANDOFF_INTENT

human

The intent is used to handover the chat to agent.

HANDOFF_TEXT

Handoff activity message e.g.

Please wait, We are finding an agent for you

Message to send to customer when low score iHntent isreceived from bot and  customer conversation is handoff to agent.

HYBRID_CHAT

true/false

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

EMAIL_ADDR


Email address from where 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 Secure email server.

EMAIL_BODY

PFA

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

EMAIL_SUBJECT

Chat Transcript

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

TRANSCRIPT_DIRECTORY

REPORTING_ENABLED

true/false

Set value to "true" if you want to publish chat and agent state CDRs on AMQ reporting queue. Otherwise set 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 alpha numeric string e.g., the company name of 1 to 20 characters

This configuration is used to show the agent info on customer gadget. Please note, this 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 debug purposes, false by default.
DEBUG
Only for debug purposes, empty by default.
AGENT_RECONNECT_TIME30Time in seconds during which an agent can connect back to chat server after closing the browser and have his/her all active chats back. Else the agent is force logged out and chats are re-routed