Extras

Allow Customer Survey/Feedback

To enable customer surveys and feedback at the end of a session, configure the settings as follows:

      "SURVEY_FEEDBACK": {
          "ENABLE": true, //Allow customer survey at the end of a session by selecting emoji
          "IDLE_TIMEOUT_SEC": 1,
          "FEEDBACK_FIELD_ENABLE": true, //To enable customer feedback writing at the end of a session
          "FEEDBACK_TEXT_DEFAULT": "No feedback from the Customer",
          "EMOJI_PROMPT": { //Customizable message prompt post selecting the emoji
            "sad": "We thank you for notifying us about this, we appreciate the honesty. Rest assured we will improve our products and services",
            "neutral": "We thank you for your feedback. We promise to exceed your expectations next time",
            "happy": "We are very happy to serve you. We promise to offer you the best products and services possible always",
            "AR_LABEL": {
              "sad": "We thank you for notifying us about this, we appreciate the honesty. Rest assured we will improve our products and services -AR",
              "neutral": "We thank you for your feedback. We promise to exceed your expectations next time -AR",
              "happy": "We are very happy to serve you. We promise to offer you the best products and services possible always -AR"
            },
            "REDIRECT_INTERVAL_SEC": 10
          },
          "EXTRAS": {
            "Happy": {
              "color": "#4CAF50",
              "feedbackRequired": false
            },
            "Neutral": {
              "color": "#D3940F",
              "feedbackRequired": false
            },
            "Sad": {
              "color": "#B42025",
              "feedbackRequired": true
            }
          }
        }

Blacklist Email Domain

To block specific email domains, modify the EXTRA_ACTIONS configuration:

"EXTRA_ACTIONS": {
    "BLACK_LISTED_DOMAINS": [
      "*yahoo*", //Wildcard blacklisting
      "gmail.com" //Fixed blacklisting
    ],
}

Restrict Mobile Prefix

To restrict allowed mobile number prefixes, update the EXTRA_ACTIONS configuration:

These settings ensure only specified email domains are blocked and only the defined mobile prefixes are allowed. Adjust as needed.

"EXTRA_ACTIONS": {
    "BLACK_LISTED_DOMAINS": [],
    "MOBILE_PREFIX_ALLOWED": [
      "05",
      "971"
    ]
  }

Enable File Download

The FILE_DOWNLOAD_ENABLED configuration controls the permissions for downloading shared documents within the system. This setting allows you to specify whether agents and customers can download various types of files.

      "FILE_DOWNLOAD_ENABLED": {
          //To restrict who can download shared documents
          "AGENT": true,
          "CUSTOMER": false,
          "FORM": { //To restrict who can download submitted application form
            "AGENT": true,
            "CUSTOMER": false,
            "AGENT_FORM": true //To allow user to download agent form
          },
          "MANUAL_SIGN": { //To enable locally shared and signed document download
            "AGENT": true,
            "CUSTOMER": true
          },
          "RESOURCE": true //Allow customer to download resources shared by the User
        }

Setup Media Devices

Setup the media devices prior the session connection, applicable to Inbound Session only

"mediaDeviceSettings": {
      "audioInput": [ //User setup
        "bluetooth"
      ],
      "audioOutput": [ //User setup
        "bluetooth"
      ],
      "videoInput": [ //User setup
        "ManyCam"
      ],
      "audioInputCustomer": [
        "bluetooth"
      ],
      "audioOutputCustomer": [
        "bluetooth"
      ],
      "videoInputCustomer": [ //Used in customer ITM or customer desktop
        "Integrated"
      ],
      "ringerOutput": [ //To ring the assigned device
        "SPEAKERS",
        "SPEAKER"
      ],
      "SKIP_DEVICE": [ //To narrow down the displayed dropdown list
        "default",
        "communications"
      ]
    }

Enable Video Snapshot & Permission

During the video call, enable the Users to take a snapshot from the customer video stream with or without customer permission. Snapshot is saved and recorded in the chat page.

"SNAPSHOT_ENABLE": true,
"EXTRA": {
              "SNAPSHOT": {
                "PERMISSION_ENABLE": false
              }
            }

Auto Greeting Message

Greeting Message: "Hello this is <agentName>, how may I help you?"

"GREETING_MESSAGE_ENABLE": true,

Setup Customer Form - Outbound

"AGENT_ENQUEUE_OUTBOUND": {
        "CUSTOMER_ID_ENABLE": false,
        "EMAIL_ENABLE": true,
        "EMAIL_MANDATORY": true,
        "SMS_ENABLE": true,
        "AUTO_START_VIDEO": false,
        "MOBILE_PREFIX_PLACEHOLDER": "* Mobile Number ( eg: +971xxxxxxxxx )",
        "SKIP_INVITE": false,
        "REASON": {
          "ENABLE": true,
          "MANDATORY": true,
          "MAX_LENGTH": 60
        }
      }

Setup Customer Form - Inbound

"CUSTOMER_FORM": {
        "OTP_ENABLED": true,
        "OTP_MAX_ATTEMPT": 3,
        "COUNTRY_CODE_VISIBLE": true,
        "MOBILE_LABEL": "Mobile",
        "MOBILE_COUNTRY_CODE": {
          "code": "+20",
          "name": "Egypt"
        },
        "MOBILE_COUNTRY_LISTS": [
          {
            "code": "+971",
            "name": "United Arab Emirates"
          },
          {
            "code": "+965",
            "name": "Kuwait"
          },
          {
            "code": "+968",
            "name": "Oman"
          },
          {
            "code": "+20",
            "name": "Egypt"
          }
        ],
        "MOBILE_START_PREFIX": [],
        "MOBILE_NOT_ALLOWED_START_PREFIX": [
          0
        ],
        "MOBILE_MIN_LENGTH": 8,
        "MOBILE_MAX_LENGTH": 10,
        "REASON_LABEL": "Reason",
        "REASON_CHOICES": [
          {
            "NAME": "Accounts"
          },
          {
            "NAME": "Loans"
          },
          {
            "NAME": "Others"
          }
        ],
        "TIMING_MESSAGE_VISIBLE": true,
        "CAPTCHA_ENABLE": true,
        "VIRTUAL_KEYBOARD_ENABLE": false,
        "ENABLE_ALL_START_MODES": false,
        "SKILL_PROFILES": {
          "ARABIC": "Arabic",
          "ENGLISH": "English"
        },
        "START_MODE": "chat",
        "SCHEDULE_CALLBACK": {
          "ENABLED": true,
          "WAIT_INTERVAL_SEC": 10,
          "ALLOWED_COUNTRY": [
            {
              "name": "Egypt",
              "code": "+20"
            },
            {
              "name": "United Arab Emirates",
              "code": "+971"
            }
          ]
        },
        "TIMING_MESSAGE": "Our Customer Engagement Center is available during Mon-Sat (8 AM to 10 PM) and Sun (9 AM to 9 PM).",
        "TIMING_MESSAGE_AR": "نأسف هذه الخدمة غير متوفرة مؤقتاً. الرجاء المحاولة في وقت آخر"
      }

User Waiting Screen

"WAITING_SCREEN": {
          "SESSION_KEY_ENABLE": true
        }

Enable Document Watermarks

Modify the watermark's font size and color of the uploaded documents

"DOC_IMAGE_WATERMARK": {
          "FONT": {
            "SIZE": "24px",
            "COLOR": "#ff0000",
            "OPACITY": "1"
          }
        }

Quick Text

Quick Text allows users to quickly insert predefined text snippets into their communications. This feature helps save time and ensure consistency across various interactions. In the configuration, you can enable it and set a page limit for its use.

"QUICK_TEXT": {
          "ENABLED": true,
          "PAGE_LIMIT": 10
        }

Screen Share Disclaimer

The Screen Share Disclaimer informs participants about the visibility of shared content. By agreeing to the terms, users acknowledge that any information or content displayed during the screen sharing session is visible to all participants. This disclaimer is crucial for privacy and transparency during screen-sharing activities.

"SCREEN_SHARE": {
          "CUSTOMER": {
            "TERMS_AND_CONDITION": "<h2>Screen Share Disclaimer</h2><p>By sharing my screen, I understand and agree that any information or content displayed may be visible to all participants in this session</p>",
            "TERMS_AND_CONDITION_AR": "<h2>يجب اختيار الدولة</h2><p class=\"arabicText pull-right\">الرجاء الانتظار حيث سيتم تحويل مكالمتك فوراً إلى أحد موظفي الخدمة في حياكم الرجاء الانتظار حيث سيتم تحويل مكالمتك فوراً إلى أحد موظفي الخدمة في حياكم الرجاء الانتظار حيث سيتم تحويل مكالمتك فوراً إلى أحد موظفي الخدمة في حياكم</p>"
          },
          "AGENT": {
            "TERMS_AND_CONDITION": "<h2>Screen Share Disclaimer</h2><p>By sharing my screen, I understand and agree that any information or content displayed may be visible to all participants in this session</p>",
            "TERMS_AND_CONDITION_AR": "<h2>يجب اختيار الدولة</h2><p class=\"arabicText pull-right\">الرجاء الانتظار حيث سيتم تحويل مكالمتك فوراً إلى أحد موظفي الخدمة في حياكم الرجاء الانتظار حيث سيتم تحويل مكالمتك فوراً إلى أحد موظفي الخدمة في حياكم الرجاء الانتظار حيث سيتم تحويل مكالمتك فوراً إلى أحد موظفي الخدمة في حياكم</p>"
          },
          "GUEST": {
            "TERMS_AND_CONDITION": "<h2>Screen Share Disclaimer - Guest</h2><p>By sharing my screen, I understand and agree that any information or content displayed may be visible to all participants in this session</p>",
            "TERMS_AND_CONDITION_AR": "<h2>يجب اختيار الدولة</h2><p class=\"arabicText pull-right\">الرجاء الانتظار حيث سيتم تحويل مكالمتك فوراً إلى أحد موظفي الخدمة في حياكم الرجاء الانتظار حيث سيتم تحويل مكالمتك فوراً إلى أحد موظفي الخدمة في حياكم الرجاء الانتظار حيث سيتم تحويل مكالمتك فوراً إلى أحد موظفي الخدمة في حياكم</p>"
          },
          "VIDEO_RESOLUTION_SCREEN": {
            "WIDTH": 1280,
            "HEIGHT": 720
          }
        }