Configuring Efecte Chat with ESM platform settings
Configuring Efecte Chat with ESM platform settings
This article lists the available ESM platform settings that need to be configured to take full use of the Efecte Chat.
Note
The settings can be found from platform setting section called Efecte Chat (InteliWISE) settings. Old section for legacy chat (Chat settings) does NOT affect the functionality of Efecte Chat for Service Management.
The list below is based on ESM version 2023.1. The settings have been categorised to three different categories depending on for which functionality the setting is related to, to help with the setup.
| Platform setting |
Purpose | Category |
|---|---|---|
| efecteChat.integration.chatMember.displayName.attributeCode | Attribute code for setting representation used in chat log messages. |
Chat history |
| efecteChat.integration.chatMember.templateCode | Template code for template that is used to find chat visitor information. | Chat history |
| efecteChat.integration.chatSession.active.attributeCode | Attribute code, defining attribute on chat session data card for storing chat session status. Chat sessions that are not active cannot be updated. ESM users should not be allowed to edit this value manually, as it is set by the chat product. |
Chat history |
| efecteChat.integration.chatSession.api.password | Token required to populate chat session data cards in ESM. Needs to be set by Efecte. |
Platform connection |
| efecteChat.integration.chatSession.api.timeout | Timeout setting (ms) for defining limit for chat server response. | Platform connection |
| efecteChat.integration.chatSession.api.url |
Environment URL for fetching chat sessions. |
Platform connection |
| efecteChat.integration.chatSession.chatDuration.attributeCode | Attribute code for storing chat duration on chat session data card. Decimal number attribute type should be used. |
Chat history |
| efecteChat.integration.chatSession.chatLog.attributeCode | Attribute code for storing chat logs on chat session data card. Text attribute type should be used. |
Chat history |
| efecteChat.integration.chatSession.chatMembers.agentName.placeholder |
Placeholder text used in ESM chat session chatlog in case agent is not identified. | Chat history |
| efecteChat.integration.chatSession.chatMembers.attributeCode | Attribute code to store reference to the chat members participating in the chat. Reference attribute on the chat session data card should point to the template used in efecteChat.integration.chatMember.templateCode. | Chat history |
| efecteChat.integration.chatSession.chatMembers.visitorName.placeholder |
Placeholder text used in ESM chat session chatlog in case visitor is not identified. | Chat history |
| efecteChat.integration.chatSession.closed.valueCode | Static menu value code used on Chat session data card for defining closed / inactive status of the chat. Chat session is considered active and will be attempted to update as part of the scheduled job for chat history synchronization, as long as this value is not selected. | Chat history |
| efecteChat.integration.chatSession.endTime.attributeCode | Attribute code for storing the end time of the chat. Date and time attribute type should be used. |
Chat history |
| efecteChat.integration.chatSession.id.attributeCode | Attribute code to store the chatbot widget session ID on ESM chat session data card. Note that each chatbot widget session can have only one data card in ESM, that can include multiple live chat sessions. | Chat history |
| efecteChat.integration.chatSession.maxAgeDays |
Chat sessions older than this value (in days) will not be updated by the scheduled job. |
Chat history |
| efecteChat.integration.chatSession.messageCount.attributeCode | Attribute code for storing the message count information of chat sessions. Number attribute type should be used. |
Chat history |
| efecteChat.integration.chatSession.startTime.attributeCode | Attribute code for storing the start time of the chat. Date and time attribute type should be used. |
Chat history |
| efecteChat.integration.chatSession.waitTimeBeforeReply.attributeCode |
Attribute code for storing the user wait time before the agent reply. Decimal number attribute type should be used. |
Chat history |
| efecteChat.integration.installationId | Installation ID of the chat environment, can be obtained from the Chatbot admin tool / myInteliWISE. | Platform connection |
| efecteChat.integration.ticket.chatMembers.attributeCode | Attribute code of the chat visitor information that is used to match the chat visitor to person information in ESM. Only email information is supported with ESS. | Ticket integration |
| efecteChat.integration.ticket.chatSession.folderCode | Folder code for the folder where chat sessions using template set in efecteChat.integration.ticket.chatSession.templateCode are stored. |
Chat history |
| efecteChat.integration.ticket.chatSession.templateCode | Template code of the template used for storing chat session information in ESM. | Chat history |
| efecteChat.integration.ticket.chatSessionId.attributeCode | Attribute code for the reference of the chat session used on the ticket template set with the setting efecteChat.integration.ticket.templateCode | Ticket integration |
| efecteChat.integration.ticket.contactType.attributeCode | Attribute code for the attribute storing the contact type of the tickets created via chat and chatbots. Static string attribute type should be used. | Ticket integration |
| efecteChat.integration.ticket.contactType.chatbot.valueCode | Value code of the contact type set for tickets created via chat and chatbots. By default, same value is used in manual and automatic creation. With customized configuration, a custom platform setting can be used to set a different value code for tickets created via chatbot. | Ticket integration |
| efecteChat.integration.ticket.customer.attributeCode | Attribute code for storing the reference to the visitor on ticket data cards created via chat or chatbots. Reference attribute on the ticket data card should point to the template used in efecteChat.integration.chatMember.templateCode. | Ticket integration |
| efecteChat.integration.ticket.description.attributeCode | Attribute code for setting the ticket description for automatic tickets created by the chatbot. |
Ticket integration |
| efecteChat.integration.ticket.folderCode | Folder code for new tickets created manually by agent from chat. |
Ticket integration |
| efecteChat.integration.ticket.id.attributeCode | Attribute code storing the unique ID of the ticket, used for finding the correct ticket to be updated by the chatbot. |
Ticket integration |
| efecteChat.integration.ticket.status.attributeCode | Attribute code for the attribute storing the status of the tickets created via chat and chatbots. Static string attribute type should be used. |
Ticket integration |
| efecteChat.integration.ticket.status.cancelled.valueCode | Value code of the ticket status set for tickets created via chatbots, that are set to be cancelled. |
Ticket integration |
| efecteChat.integration.ticket.status.resolved.valueCode | Value code of the ticket status set for tickets created via chatbots, that are set to be resolved. |
Ticket integration |
| efecteChat.integration.ticket.subject.attributeCode | Attribute code for ticket subject, on a ticket created manually by agent from chat or automatically by the chatbot. Manual ticket creation creates an automatic subject based on the timestamp, end user and support group information. Automatic ticket creation can used static ticket subject defined in each story where tickets are created, or use a subject set in a form by the visitor. |
Ticket integration |
| efecteChat.integration.ticket.supportGroup.attributeCode | Attribute code to the reference of the support group information on tickets created manually via live chat by the agent. | Ticket integration |
| efecteChat.integration.ticket.supportGroup.valuePath | User-macro path to the attribute that should be used as the value of support group when a ticket is created manually from the live chat widget. The reference to the attribute information on the ticket is defined by setting efecteChat.integration.ticket.supportGroup.attributeCode. E.g. #user:person:support_group# This value is set when ticket is created manually from the live chat widget in ESM. |
Ticket integration |
| efecteChat.integration.ticket.supportPerson.attributeCode | Attribute code that sets the reference to the chat support person's data card when new ticket is created manually from live chat widget in ESM. | Ticket integration |
| efecteChat.integration.ticket.supportPerson.valuePath | User-macro path to the support person's information, set via their ESM user information. e.g. #user:person#. The reference to the attribute is set with the attribute efecteChat.integration.ticket.supportPerson.attributeCode | Ticket integration |
| efecteChat.integration.ticket.templateCode | Template code for the template of the tickets created manually through the live chat widget in ESM. | Ticket integration |
| efecteChat.tenant.agent.api.url |
URL used to obtain authentication token for the agent widget. |
Platform connection |
| efecteChat.tenant.agent.api.url |
URL used to obtain authentication token for the agent widget. https://cai-rail.efectecloud.com/v1/agent/auth/token |
Platform connection |
| efecteChat.tenant.api.password |
API key of the chat tenant, obtained in the chatbot administration panel (my.inteliwise.com) through the profile settings. Copy here the The API key for Agent Console from the administration panel.  |
Platform connection |
| efecteChat.tenant.widget.dataUrl | URL for fetching data to chat widget in ESM. https://cai-rail.efectecloud.com/agent |
Platform connection |
| efecteChat.tenant.widget.scriptUrl | URL for fetching the widget to ESM. https://cai-rail.efectecloud.com/agent/embed.js |
Platform connection |