Sites
TENANT ADMIN SITE ADMIN
The "Sites" view allows you to define the pages of the web-site, where the RTC Launcher contact panel will be placed.
Add Site
Precondition: To add a site at least one Domain must be defined first. → The "Add Site" button is made visible if at least one domain exists in the system.
To add a site, click the "Add Site" button → A popup will open
The following settings can be specified:
Field Name | Description |
---|---|
Name | Site name. Field is required. |
Customer Identifier | An additional custom identifier to get groups/contacts. The api call which returns all sites under a given tenant: baseapiurl/api/tenantid/div. Is not required. |
Path to the page after the domain name | Path to the page after the domain name, i.e /contact/. Field is required. |
Domain (dropdown) | Drop-down with the list of all available Domains.
|
Default Language | Drop-down with available languages.
|
Chat Timeout | The timeout after which a chat conversation will be terminated if not active (browser page closing/reload).
|
Disable Site | Disables all RTC Launcher functionality ite-wide. When checked:
On RTC Web-client side:
|
Groups Section
TENANT ADMIN SITE ADMIN
Precondition: A site has been created. Groups are optional, created from Contacts. If you haven't defined either yet, creating a group will not be possible.
→ The newly created site entry will show a groups section with an "Edit" button.
Add Group
You can assign one or several existing Groups.
To add a group:
- Click the
button in the "Groups" section.
- Click the
button.
- Search for an existing group using the search bar.
- Click on "Add"
- Repeat steps 3-4 or click on "Next"
Modalities
Once at least one group is selected, you can select the modalities for the group(s)
Parameter | Description |
---|---|
Send parameters from customer form in initial message | When checked Customer parameters, like Name, e-mail etc., will be automatically sent to an Agent in first Instant Message (IM).
|
Show goodbye message | When checked a conversation termination message will be shown.
|
Enable direct meeting join for Pexip | Allows to switch between B2B or direct meeting join for Agents, which results in less resource usage and less license usage:
|
Templates
The last step is to assign the templates to the groups:
- Contact Template - determining how the contacts are displayed for this site
- Conversation Template - determining how the conversation window looks like
- Customer Form Template - determining what kind of details the customer needs to specify before interacting with an RTC Launcher Agent.
Group Editing Mode
Already created groups are protected against a
To edit an already existing group:
- Click the "Edit" button
in the "Groups" section
Then expand the Group details.
"Groups" section in editing mode- Change modality settings, options and templates same as explained above.
- When done, don't forget to "Save" your changes
"Generated DIV" for your Website
RTC Launcher generates two blocks of code to use within your sites. :
- A div-block which contains the group ID and calls the query
- A javascript-block which contains the actual query functionality and CSS styling reference
Each of your groups will get separate instances of code blocks. They must always be pasted together on the same calling website HTML.
Using the the generated DIV button for any existing group entry you can copy and paste HTML code directly into your website:
- If multiple groups have been generated, locate the group you want to use within your site
- Open the "Generated DIV" pop-up by clicking on the
button.
- Follow the instructions shown on-screen to copy the code to the <body> section of your site
Mobile Client Code
Skip this step if you're not using the RTC Launcher mobile client.
- Click on the "Generate" button to create a short URL which can be used by a mobile client. → The button now changes to "Copy to Clipboard"
Output Format is: 8 symbols, only letters and digits.
- Copy and paste the code from the into the mobile application.
DIV code modification
There are additional attributes in the div to enter a custom template path:
Conversation Template | Contact Template | Customer Form Template | Callback Template |
---|---|---|---|
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|
|
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If these attributes are provided with a valid path, they will be used first instead of default templates, defined in the admin back-end.
In case any of the files cannot be loaded (e.g. path is invalid) an error code in the browser console will be provided.
Modified DIV Code Example
<div
rl-site-contact
contact-url="/api/a19ae892a1ece611944b00155df5f2d1/sites/a9e1e3e1-a7ec-e611-944b-00155df5f2d1/contacts/3a8d0ff5-1b3a-e711-944d-00155df5f205"
ng-jq="jQueryLuware"
language="fr"
conversation-template-url="http://rtclauncher.dev.luware.com/Custom/conversation_template Custom.html"
conversation-template-translation-url="http://rtclauncher.dev.luware.com/ Custom /conversation_translation"
conversation-template-css-url="http://rtclauncher.dev.luware.com/ Custom /styles.css"
contact-template-url="http://rtclauncher.dev.luware.com/ Custom /contact_template Custom.html"
contact-template-translation-url="http://rtclauncher.dev.luware.com/ Custom /contact_translation_"
contact-template-css-url="http://rtclauncher.dev.luware.com/ Custom /styles.css"
></div>
Conversation Context Attributes
Optional Feature: Conversation Context is used in combination with RTC Launcher and LUCS service. With this feature a customer can send custom parameters to LUCS.
There are additional attributes in the <div> to assign conversation context:
- Configure LUCS Service to open the demo application context pages;
- Send the required parameters over RTCLauncher and use them to open the correct web-pages;
- Add the attribute into the service div: i.e. cctxt="Location:41.40338, 2.17403";
- Open the Web-App and initiate a new chat;
- Check Sessions.log that parameters have been sent correctly.
An additional attribute in the <div> allows to set initial messages which will be send to target contact as first messages in the chat conversation: "init-msg". Multiple messages should be separated with semicolon msg1 ; msg2
<div
rl-site-contact
contact-url="/api/a19ae892a1ece611944b00155df5f2d1/sites/a9e1e3e1-a7ec-e611-944b-00155df5f2d1/contacts/3a8d0ff5-1b3a-e711-944d-00155df5f205"
ng-jq="jQueryLuware"
init-msg="Contact page; https://luware.com?contactId=123"
></div>
An additional attribute in the <div> allows to start an Audio or Video call directly in an escalated window escalated="true". Note that it is not available for IM:
<div rl-site-contact contact-url="/api/ee0a7a5d033ce811945700155d218659/sites/e930488b-e452-e811-9104-08dce072696b/contacts/fe10a1cf-f0dd-e811-90f7-08dce072695b" escalated="true" ng-jq="jQueryLuware"></div>
Contacts Section
TENANT ADMIN SITE ADMIN
Instead of using groups, contacts can be assigned to a site directly using the "Contacts" section.
Add Contact
Good to know: Many contacts can be assigned to one site, but only once to a specific site.
To add a contact to your sitet:
- Open the editing mode clicking the
button in the "Contacts" section of the "Sites" page.
- Click the "Add Contact" button.
→ An "Add Contact" pop-up opens.
On the "Contacts" tab use the search to identify a contact to add
Contact Details
On "Contacts Details" tab optionally mark the contact as "floating" Note: this tab is not displayed if more then one contact was added on the previous step or a floating contact has already been assigned on the site.
Details
Select modalities and additional options for the contact on "Contact Details" tab.
Parameter | Description |
---|---|
Show welcome message | The customer will receive the "Welcome message" after conversation is started |
Send parameters from customer form in initial message | When checked Customer parameters, like Name, e-mail etc., will be automatically sent to an Agent in first Instant Message (IM).
|
Show goodbye message | When checked a conversation termination message will be shown.
|
Enable direct meeting join for Pexip | Allows to switch between B2B or direct meeting join for Agents, which results in less resource usage and less license usage:
|
Template
Choose the templates to be used for the contact(s).
Contact Editing Mode
Contacts are locked against accidental editing.
To edit single contact properties, click the button in the "Contacts" section then expand the Contact details.
You can configure Modalities, Templates and other properties for each contact:
Parameter | Description |
---|---|
Floating Contact | Only one contact/LUCS service can be added on the web-page as a floating contact. The option is not available for the Group of contacts. |
Show welcome message | The customer will receive the "Welcome message" after conversation is started Notes:
|
Show goodbye message | When checked a conversation termination message will be shown.
|
Send parameters from customer form in initial message | When checked Customer parameters, like Name, e-mail etc., will be automatically sent to an agent in first Instant Message (IM).
|
Enable direct meeting join for Pexip | Allows to switch between B2B or direct meeting join for Agents, which results in less resource usage and less license usage:
|
Start conversation immediately |
When checked, then IM conversation will start on opening of the chat (regular/floating) window. This allows starting conversation with IVR-Services immediately. |
LUCS Conference Usage Enabled |
When enabled the session with LUCS service is created as a conference. When false: no presenting/audio can be added. |
Callbacks enabled
|
When checked, a Customer can schedule a callback to LUCS Service through RTC Launcher. Has the following configuration settings:
|
Proactive Floating Contact
There is an additional attribute in the Floating contact (Single/Service) div that allows to trigger the floating chat proactively: id="floatingContact".
<div id="floatingContact" rl-site-contact contact-url="/api/ee0a7a5d033ce811945700155d218659/sites/e930488b-e452-e811-9104-08dce072696b/contacts/dd6d91e9-033c-e811-9457-00155d218659" ng-jq="jQueryLuware">
</div>
The Index.cshtml file should contain the following method.
setTimeout(function() {
rtcLauncher.startFloating("Hello, How may I help you?", "#floatingContact");
},15000);
Note that time is set in milliseconds and has a configurable welcome message.