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JavaScript SDK for customer-facing channels

This SDK is used for embedding customer-facing channel capabilities in a mobile-app (native, hybrid) or a web-app. Developers can use their own user interface on a mobile or a web-app. 

SDK Capabilities

With this SDK, the developer can enable the customer to:

  • start and end chat

  • Make an audio or a video call via WebRTC

  • receive system events and notifications and deliver necessary information to the customer

  • send and receive delivery notifications

  • send and receive all of the supported chat messages including rich-media messages

  • enable call controls in the customer app for audio and video calls 

  • get contact center stats ROADMAP

  • contact center available timings ROADMAP

  • get to know the availability of agents before initiating a request ROADMAP

  • get to know expected waiting time ROADMAP

Dependencies

Add the following custom library to your project. 

Name

Description

config.js

All the required configurations related to Chat, Audio and Video Calls from client app should be in this file.

Update Config File

Make sure to pass following configurations from the config file to SDK.

Properties

Explanation

Sample Value

widgetIdentifier

String value required to get widget configurations.

widgetIdentifier = "Web"

serviceIdentifier

String value required to get channel manager details

serviceIdentifier = "5155"

socketUrl

String value of web channel manager IP or FQDN

socketUrl = "https://<public_ip>"

fileServerUrl

String value of file server engine IP or FQDN

fileServerUrl = "https://<public_ip>"

ccmUrl

String value of customer channel manager IP or FQDN

ccmUrl = "https://<public_ip>"

transcriptUrl

String value of chat transcript IP or FQDN

transcriptUrl = "https://<public_ip>"

channel

String value required to check client device info.

channel = "Mobile"


Widget Configurations for webRTC

Make sure you have access to Unified Admin Panel of the Expertflow CX. The Following configurations are needs to be added in the Web Widget Settings.

Properties

Explanation

Sample Value

wssServerIp

String value of EF switch IP or FQDN

wssServerIp = '192.168.1.201'

wssServerPort

String value of EF switch webRTC port

wssServerPort = '7443'

diallingUri

EF switch DN

diallingUri = '369852'

sipExtension

Extension dedicated for dialling

sipExtension = 'ext'

extensionPassword

Extension password for registration

extensionPassword = 'password'

webSocket

String value required to get web socket.

webSocket = "ws"

iceServers

Set of array values required to get servers

iceServers : [{"urls": [ "stun: stun.l.google.com:19302", "stun: stun1.l.google.com:19302"]}]

form

Pre-chat form Id from Unified Admin Forms

form = "12312312sdfsdf23123"

This is fully customizable and easy to use.  Now, it has become possible with Expertflow CX's SDKs and CDN links for

  • In-App Chat

  • Voice and

  • Video Calling Widgets.

Normal CDN Script
XML
<script src="https://cdn.jsdelivr.net/gh/expertflow/sdk-for-customer-facing-channels@latest/sdk.js"></script>


Minified CDN Script
XML
<script src="https://cdn.jsdelivr.net/gh/expertflow/sdk-for-customer-facing-channels@latest/sdk.min.js"></script>

Note: Just add any of these CDN script into the head tag of html file to enable the SDK. 


Native Application SDK as NPM Installer Package

NPM Command
JS
npm i @expertflow/sdk-for-customer-facing-channels

Note: Just run this command in the directory of the project root to enable the SDK. For complete reference click here.






Customer Data Payload
JS
{

       serviceIdentifier : "2342342",

       channelCustomerIdentifier : "2342342342",

       browserDeviceInfo : {

              browserId : '123124',

              browserIdExpiryTime :  '9999',

              browserName : 'chrome',

              deviceType : 'desktop'

        },

       queue : ' ',

       locale : {

              timezone : 'asia/karachi',

              language : 'english',

              country : 'pakistan'

         },

       formData : {

              attributes : [{ 

                                 value : 'test',

                                 key : 'firstName',

                                 type : 'string'

             }, ...],

       createdOn : "Standard GMT DateTime",

       filledBy : "web-init",

       formId : "0.0313465461351",

       id : "0.1025556665461"

       }

}


All About SDK Chat Functions

S.No#

Function

Parameters

Sample Payload/Data

Sample Response

1

widgetConfigs(ccmUrl, widgetIdentifier, callback)

  • ccmUrl → Customer Channel Manager Url.

  • widgetIdentifier → Widget Identifier.

  • callback → callback function with the response data.

ccmUrl → 'https://<public FQDN>'

widgetIdentifier → 'Web' → case sensitive

{
    id: "629dd96ac2fc5e06bf842c19",
    widgetIdentifier : "123123",
    theme : "yellow_theme",
    title : "Dummy widget",
    subTitle : "Call center",
    enableFontResize : true,
    enableEmoji : true,
    enableFileTransfer : true,
    enableDynamicLink : true,
    enableDownloadTranscript : true,
    customerReconnectTime : 100,
    language : {
                       code : "en",
                       policy : null
                      },
                       webRtcConfig : {
                       serverIp : "192.168.1.23",

                       ...

                       }
}

2

establishConnection(serviceIdentifier, channelCustomerIdentifier, callback)

  • serviceIdentifier → Service Identifier to identify the service in channel manager.

  • channelCustomerIdentifier → Customer Channel Identifier to identify the customer.

  • callback → Callback function with the response data.


In Callback Response socket returns an object

{

   type : "SOCKET_CONNECTED",

   data :  {

            socket connection details.

        } 

}

3

chatRequest(data)

  • data → includes an object with type "CHAT_REQUEST" and customer information in data

{

      type : "CHAT_REQUEST",

      data :  {

          See Customer Data Section at the last for Payload

       }

}

In Callback Response socket returns an object of channel session start

{

   type : "CHANNEL_SESSION_STARTED",

   data :  {

            channel session details.

        } 

}

4

sendMessage(data)

For cimMessage Payload click here

  • data → parameter includes message payload.

check cimMessage section for different messages payload.

In Callback Response socket returns an object

{

   type : "MESSAGE_RECEIVED",

   data :  {

            message details click here

        } 

}

5

chatEnd(data)

  • data → parameter includes customer information.

check customer information payload 

In Callback Response socket returns an object 

{

  type : "CHAT_ENDED",

  data : {

    end chat details

  }

}

6

uploadToFileEngine(data, callback)

  • data → File data includes file name and random 5 digits number.

  • callback → function to call right after file upload.

{

   file : "file name with ext",

   conversationId : random 5 digits number

}

In Callback Response, Api returns an object 

{

 message : "File uploaded successfully",

 etag:"9109239e595cd2706c3b2180594351b6",

name:"13318_developer.png",

type:"image/png",

size:52991

}

7

setConversationData(conversationUrl, conversationId, data)

  • conversationId → Conversation Id received on chat session start.

  • conversationUrl → Conversation Manager Url

  • data → data includes any data in the form of key value pair e.g: form data.



8

getConversationData(conversationUrl, conversationId)

  • conversationId → Conversation Id received on chat session start.

  • conversationUrl → Conversation Manager Url



9

getPreChatForm(formUrl, formId, callback)

  • fomUrl → Unified Admin form Url

  • formId → Form Id Received in widgetConfigs response

  • callback → Call any function to render that form.




Socket Event Listeners

On calling establish_connection( ) function → following Event Listeners are enabled during chat session and return an object in callback response. 

S.No#

Socket Event Listener

Callback Response

1

connect

{

  type : "SOCKET_CONNECTED",

  data: {

    ... socket details

   }

}

2

connect_error

{

  type : "CONNECT_ERROR",

  data: {

    ... socket details

   }

}

3

disconnect

{

  type : "SOCKET_CONNECTED",

  data: {

    ... socket details

   }

}

4

CHANNEL_SESSION_STARTED

{

  type : "CHANNEL_SESSION_STARTED",

  data: {

    ... socket details

   }

}

5

MESSAGE_RECEIVED

{

  type : "MESSAGE_RECEIVED",

  data: {

    ... socket details

   }

}

6

CHAT_ENDED

{

  type : "CHAT_ENDED",

  data: {

    ... socket details

   }

}

7

ERRORS

{

  type : "ERRORS",

  data: {

    ... socket details

   }

}


All about WebRTC functions in SDK

Action

Message Parameters

Sample Request

Related Events

Comments

Register User

event callback

registerUser(event_callback);


Agent Registration Event

Agent Registration Failed





Initiate a Call (Audio/ Video)

<calltype>→ audio (initiating audio call)

→ video (initiating video call for web channel only) 

<mediaStreamID>→ id assigned to the audio media stream

→ id assigned to the video media stream

<localmediaStreamID>→ id assigned to the local video media stream

Note: mediaStreamID,localmediaStreamID are for web channel. set them to empty string for mobile channel.

<customerData>→ Sample payload 


JS
let userData = {
                "first_name": name,
                "last_name": last_name,
                "email": email,
                "Customer-Caller-Id-number": number
              }


sendInvite('audio','remoteAudio','',userData,event_callback)

confirmed


session-accepted

session-failed


Toggle audio


audioControl();



if the audio is mute it would be unmuted and wise versa


(Currently this is for web channel only) 

Toggle video


videoControl();




if the video is paused it would be unpaused and wise versa 


(Currently this is for web channel only)

End Call


hangUp();


session-ended


Unregister User 


terminateCurrentSession(event_callback);


unregistered

in order to call the call audio or video.

Event Received on Callback for WebRTC

All the events are received in the callback function named events_callback(event) the sipcontrol.js look for this function calls if you have implemented it with event parameters.

In order to initiate a webRTC audio or video call, chat customers should be registered with EFswitch, when you calls Initiate a Call(Audio/ Video) command it tries to register an agent and sends the respective callback.


Event

Description

Payload

1

Agent Registration Event

if the customer is successfully registered sends this message

now you need to call an Initiate a Call (Audio/ Video) command to start call initiation.

{
    'event'     : 'registered',
    'response'  :
        {
            
        }
};

2

Agent Registration Failed

if the customer is unable to register to EF switch then it sends this error message 

{
    'event'     : 'registrationFailed',
    'response'  :
        {
            
        }
};

3

Start Initiating a Call

when your call has started dialling DN. 

{
    'event'     : 'Channel Creating',
    'response'  :
        {
            
        }
};

4

Call Answered

when your call has been connected to the agent we receive a callback event 

{
    'event'     : 'session-accepted',
    'response'  :
        {
            
        }
};

5

Fail to connect to an agent

calls End Call (Audio/Video) command 

{
    'event'     : 'session-failed',
    'response'  :
        {
            
        }
};

6

Session Terminated

when the session is terminated it sends this message

{
    'event'     : 'session-terminated',
    'response'  :
        {
            
        }
};

7

Session Confirmed

when session is confirmed it sends this message

{
    'event'     : 'session-confirmed',
    'response'  :
        {
            
        }
};

8

Session Ended

when session is ended it sends this message

{
    'event'     : 'session-ended',
    'response'  :
        {
            
        }
};


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