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A service is the configuration layer where you define the combination of the following CTLive elements:

  • Entrypoint

  • Widget

  • Proactive Rules

  • AgentAvailability

  • DataCollection

EntryPoints

Entrypoints are the web pages where the widget is supposed to show up. A service is activated checking URL page and metching it with the configured entrypoints.

Service rules property is the list of entrypoints identified by webpage URL. Entrypoint is evaluated as regular expression against with the page URL, that means all the followings are valid expressions:

http://example.com/first/second/third.html

http://example.com/first/second/

http://example.com/\.*/second/third.html

example.com

And they all match the webpage:

http://example.com/first/second/third.html

On a single web page, multiple services may be activated if they all have a configure rule matching the URL web page

Widget

The service defines the widget to load using the related id.

Style

You would like to change the style of a widget to fit better in the webpage. To do that, you do not need to change the base widget css, but you can use custom_css field to override only some of the css properties.

Logic

Some widget logics are parametric, and parameters are defined at service layer. Some of them are:

Name

Description

Type

restart_chat

When a chat contact is terminated, would you like to show again the engagement widget?

boolean

enableVideo

video escalation option available during interaction

boolean

enableAudioNotifcation

Play a audio alert for each message received without focus on the page

boolean

enableBrowserNotification

Show browser notification for each message reveiced without focus on the page

boolean

enableSendLink

Enable feature for sending links

boolean

enableSendDocument

Enable feature for sending documents

boolean

title

Title to show on top of the interaction box

localized string: accepts a string representing the label to be displayed or an object whose key is the country code and whose value is the relative label to be displayed.
Example:
{
"it-it" : "Messaggio italiano",
"en-gb" : "English message"
}

welcomeText

Text to show to customer when chat has been accepter

localized string: accepts a string representing the label to be displayed or an object whose key is the country code and whose value is the relative label to be displayed.
Example:
{
"it-it" : "Messaggio italiano",
"en-gb" : "English message"
}

isWritingText

Message to show for is writing notification

localized string: accepts a string representing the label to be displayed or an object whose key is the country code and whose value is the relative label to be displayed.
Example:
{
"it-it" : "Messaggio italiano",
"en-gb" : "English message"
}

compatibilityErrorMessage

Message to show if widget is not compatible based on parameters configured in generalSettings (browserCompatibility, deviceCompatibility)

localized string: accepts a string representing the label to be displayed or an object whose key is the country code and whose value is the relative label to be displayed.
Example:
{
"it-it" : "Messaggio italiano",
"en-gb" : "English message"
}

It’s possible to find the complete list of service parameters on this page Service Object

AgentAvailability

You can configure that widget will appear into webpage only if an agent is available to accept the request. To do that, at service level, a REST webservice can be configured to be called automatically by CTLive (server-side) to query agent availability.

Parameter to configure is:

checkMediaUrl

E.g.: http://localhost:8080/checkAvailability?queue=helpdesk

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