Agent Gadget Configurations

Following is the procedure to configure Agent Gadget:

Navigate to <installation-dir>\hybrid-chat\core\tomcat\apache-tomcat-8.5.47\webapps\agent-gadget\assets\scripts directory
Open config.json file with any text editor
Save the file after configuration changes, clear browser cache and refresh /agent-gadget/ page

Configuration

Follow JSON Schema rules for changes in config.json file. Following is a sample of this file:

config.json

CODE

{
    "ServerUrl": "https://docker-win.expertflow.com/bnp/chat",
    "SocketUrl": "https://docker-win.expertflow.com/bnp",
    "Mrd": "Chat",
    "loadSessionOnSilentMonitor": true,
    "sendUSDEvents": true,
    "standAloneAgents": false,
    "threadedView": true,
    "BotThresholds": {
        "t1": {
            "minScore": 0.8,
            "time": 60
        },
        "t2": {
            "minScore": 0.5,
            "time": 120
        },
        "t3": {
            "minScore": 0,
            "time": 180
        }
    },
    "queueStats": {
        "url": "https://docker-win.expertflow.com/bnp/database-connector",
        "mre_url": "https://docker-win.expertflow.com/bnp/mre",
        "delay": 5
    },
    "languages": "en:English,fr:French",
    "defaultLanguage": "en",
    "reconnectTime": "60",
    "acceptNotifDuration": 300000,
    "messageLimit": 500,
    "file_engine": {
        "url": "https://docker-win.expertflow.com/bnp/file-engine"
    },
    "enableCRMEvents": false,
    "recordsPerPage": 20,
    "webrtc": {
        "enabled": false,
        "url": "https://razaellahi.github.io/webrtc/"
    },
    "ENABLE_OUTBOUND_SMS": false,
    "DEFAULT_PREFIX_OUTBOUND": "+92",
    "HISTORY_ENABLED": true,
    "AUTO_LOAD_RECENT_ACTIVITIES": false,
    "HIDE_CHANNEL_IDENTITY": false,
    "ENABLE_BOT_SUGGESTION": false,
    "HANDRAISE_ENABLED": true,
    "BROWSER_NOTIF_LEVEL": "VERBOSE",
    "CLOSE_CHAT_DELAY": 300,
    "ENABLE_HYPERLINKS": true,
    "ENABLE_LOGS": true
}

Configuration Variables	Default Value	Expected Value	Limitations	Description
ServerUrl	https://localhost or https://Reverse_Proxy	string		Url of the chat-server for socket communication. Do not write /chat in end of this url
SocketUrl	https://Reverse_Proxy	string		This is a chat service URL. Only need to give Chat Server host machine FQDN here, used to establish a connection with the socket server.
Mrd	Chat	string		This is the only Mrd at the moment, do not change it.
loadSessionOnSilentMonitor	true	boolean		Only used when integrated in MS CRM or MS USD. It is used to open screen pop-up
TransferToAgent	true	boolean		Not applicable
sendUSDEvents	true	boolean		It is used to enable chat init and chat end events for Microsoft USD.
standAloneAgents	false	boolean		Used for finesse / Umm agents. In case of finesse agents it is set to false.
threadedView	true	boolean		If set to false, agent and customer messages are shown on the same side. Default is true. If set to true, all personal messages of the agent are right-aligned while the customer and other participant messages are left-aligned.
ENABLE_BOT_SUGGESTION	true	boolean		If true, bot suggestions will be shown to the agent on the new customer message. Otherwise, all auto-response settings will also be disabled.
BotThresholds.t1.time	15	number		Value is in seconds -1 means do not start timer. Once message receives with score more than or equal to BotThresholds.t1.score, timer starts. Message is sent after timer ends
BotThresholds.t1.minScore	0.8	number	Value should be less than 1	This is bot threshold
BotThresholds.t2.time	30	number		Value is in seconds -1 means do not start timer. Once message receives which score more than or equal to BotThresholds.t2.score and less than BotThresholds.t1.score, this timer starts. Message is sent after timer ends
BotThresholds.t2.minScore	0.6	number	Value should be less than BotThresholds.t1.score	This is bot threshold
BotThresholds.t3.time	60	number		Value is in seconds -1 means do not start timer. Once message receives which score more than or equal to BotThresholds.t3.score and less than BotThresholds.t3.score, this timer starts. Message is sent after timer ends
BotThresholds.t3.minScore	0.5	number	Value should be less than BotThresholds.t2.score	This is bot threshold
queueStats.url	https://localhost:8450 or https://<Reverse_Proxy>/database-connector	string		This is database-connector URL or FQDN
queueStats.mre_url	https://localhost:8095 or https://<Reverse_Proxy>/mre	string		MRE api URL or FQDN to fetch queue statistics for Supervisor Dashboard
queueStats.delay	5	number		This is in seconds, data on queue stats dashboard is refreshed after every queueStats.delay seconds.
languages	`en:English,fr:French`	string		List of supported languages To add a new language, add it as a key:value pair, such as `fr:French` for adding French language. The key is following ISO 639.1. A language is added as a key-value pair, where the key is a 2 character code and the language name is the value. Pairs are separated by comma(,) and a key value pair is defined as Key:Value.
defaultLanguage	en	string		Default language is used when agent has selected no language
reconnectTime	60	number		Time in seconds, the gadget should wait before calling the logout event in case of network or server disconnection. All controls on agent interface will be disabled and agent will be logged out from gadget when this time expires.
acceptNotifDuration	30	number		This is the timeout in seconds to accept a new chat request on the agent gadget.
messageLimit	500	number		character limit for message, it can be between 1 & 2000
file_engine.url	https://localhost:8495 or https://<Reverse_Proxy>/file-engine	string		File Engine URL or FQDN to upload / download attachments
enableCRMEvents	false	boolean		If agent-gadget is embedded in MS CRM channel integration framework that set true. Default value is false
recordsPerPage	20	number		It is the number of messages that will be loaded at a time when the history button is clicked.
HISTORY_ENABLED	true/false	boolean		It allows the agent to fetch history during a conversation. The default value is true
AUTO_LOAD_RECENT_ACTIVITIES	true/false	boolean		It enables us to load some conversation history by default on chat accept by the agent. The default value is false.
HIDE_CHANNEL_IDENTITY	true/false	boolean		If set to true, the customer's phone number will not be visible to the agent.
HANDRAISE_ENABLED	true/false	boolean		It enables/disables hand-raise functionality for the agent.
BROWSER_NOTIF_LEVEL	minimal/moderate/verbose	string		`minimal` - only new request notifications are shown. `moderate` - also shows participant's join/leave notifications along with new request notifications. `verbose` - shows all notifications Default value is `minimal`.
CLOSE_CHAT_DELAY	30			Once the customer leaves the chat, the chat will remain on the agent interface until CLOSE_CHAT_DELAY expires. The default value is 30 (sec), after these 30 seconds, the chat will end automatically. Set it to -1 to make conversation stay on the agent interface forever. If the value is set to 0, the chat ends immediately. The agent can also choose to close the chat himself by clicking the 'X' button.
ENABLE_HYPERLINKS	true/false	boolean		By enabling hyperlinks a user can click on a referral link and jump to another page/document. If set to false, hyperlinks won't work, the default value is true.
ENABLE_OUTBOUND_SMS	true/false	boolean		Not applicable in windows release
DEFAULT_PREFIX_OUTBOUND				Not applicable in windows release
ENABLE_LOGS	true/false	boolean