Agent to customer WEBRTC connection

For secure connection

• Suppose the customer channel is WhatsApp, the agent desk will send a URL link to the customer with a flag in the query param indicating that the link is secure.

• The link will be received on WhatsApp, and the customer clicks on the link and the web widget will open.

• The web widget will read the query param and check for the secure link flag.

• In the case, that the flag is true, the web widget will open a popup to enter the secure code and after further proceeding will establish a webrtc connection and web channel.

• Agent desk will not send a URL link but send a different message type to the customer let's say a type named webrtc (including the secure link information).

• Based on message type, the web widget will show a join button.

• The customer will click on this button, and a popup will open for the customer to enter the secure code.

• After further proceeding webrtc connection will established in the same browser tab, but the different tab of the web widget.

For non-secure connection

• The agent desk will send a URL link to the customer on WhatsApp with the secure link flag set to false.

• The customer clicks the link on WhatsApp, the web widget will open.

• The web widget will directly establish a webrtc connection and web channel

• The agent desk will send a webrtc message type to the customer.

• The message will create a join button on the web widget.

• The customer will click on this button and webrtc connection will established