How to configure Chat in Nixxis
1. Introduction
The purpose of this article is to give an overview on how to setup the chat using Nixxis Contact Suite.
See article How to Configure Chat on Client Side to setup the chat WebPages.
There are 2 main actions to take to create a chat activity:
1. Setup the activity in Nixxis Contact Suite.
2. Setup the web page that the customer will use.
In this document we will handle only the first part “How to setup and configure a chat activity in Nixxis”.
The second part is handled in the article How to Configure Chat on Client Side.
To create a chat activity in Nixxis you need to:
a. add the service in the “http.config”
b. create the activity in the Nixxis administrator
2. Chat Service
2.1. General
First a new chat service needs to be created in the http.config on the application server.
This file is located in the folder where the Nixxis application server is installed, default:
“c:\Nixxis\CrAppServer\http.config”.
2.2. Configuration of “http.config”
a. Open “http.config” using a text editor – it should look like this:
b. In the section “domain”, make a new “application” for each chat activity.
And it should look like this:
<application id="chat" name="Chat test" type="NixxisChatApp" debug="true"
preload="false" sessionKey="agentScript" reuseSessionId="true">
<add key="baseUrl" value="/~/chat/" />
<add key="initialMessage" value="Hello, my name is {0} how can I help you ?" />
<add key="agentNickName" value="{1} {2}" />
<add key="waitMessage" value="Please wait a few moments, we'll help you as soon as possible" /> <add key="errorMessage" value="We are sorry, but we cannot answer your request immediately due to a technical problem" />
<add key="holdMessage" value="Just a moment please, I'll be right back..." />
<add key="retrieveMessage" value="Thank you for waiting" />
<add key="byeMessage" value="Thank you {1}, have a good day." />
<add key="leaveMessage" value="{0} left the conversation" />
<add key="filesPath" value="StaticFiles" />
<add key="filesSettings" value="specificExt='.txt.html.htm.js.vbs.css';cacheControl='private'; cacheDuration='10'" />
<add key="defaultFile" value="mainChat.html" />
<add key="loginFile" value="initChat.html" />
<add key="agentFile" value="/~/praat/CrAgentChat.htm" />
<add key="recording" value="C:\NixxisAppserverFolders\ChatRecording" /> </application>
2.3. Application attributes
2.3.1. id
a. Description: This value will be used in the administrator as the “destination” of the chat and need to be unique between the applications defined in the “domain” section.
b. Value: String value.
c. Example: chat
2.3.2. name
a. Description: Is a short description.
b. Value: String value.
c. Example: My chat
2.3.3. Others
Leave all other attributes like in the example.
3. Keys for chat application
3.1. System Keys
The following are the different message variables.
3.1.1. baseURL
a. Description: The url to be used by the Nixxis application server to access this chat activity.
b. Value: String value.
c. Format: /~/[naam]/
d. Example: /~/chat/
3.1.2. filesPath
a. Description: The location of the html files for this chat activity.
b. Value: String value.
c. Default value: The default location is “staticfiles” in the “CrAppServer” folder.
d. Example: Staticfiles
3.1.3. loginFile
a. Description: The full filename of the client login page. This file must be located in the folder defined in the key “filesPath”. See document How to Configure Chat on Client Side for more information.
b. Value: String value.
c. Example: initChat.html
3.1.4. defaultFile
a. Description: The full filename of the client chat page. This file must be located in the folder defined in the key “filesPath”. See document How to Configure Chat on Client Side for more information.
b. Value: String value.
c. Example: mainChat.html
3.1.5. agentFile
a. Description: Is used by the system and should point to the default agent chat page. In the first part of this url is: “point to this application” and should be the same name as in the “baseUrl” key.
b. Value: String value.
c. Example: /~/chat/CrAgentChat.htm
3.2. Message Keys
3.2.1. agentNickName
a. Description: The nick name of the agent during the chat session. See appendix for the different variables that can be used.
b. Value: String value.
c. Example: {1} {2}
3.2.2. waitMessage
a. Description: The message that the client will see when he is in the queue. See appendix for the different variables that can be used.
b. Value: String value.
c. Example: Please wait for a moment, we shall attend to your request as soon as possible
3.2.3. errorMessage
a. Description: The message displayed when the system can‟t handle a contact. See appendix for the different variables that can be used.
b. Value: String value.
c. Example: We are sorry, but we cannot answer your request immediately due to a technical problem
3.2.4. holdMessage
a. Description: The message displayed when the client is put on hold. See appendix for the different variables that can be used.
b. Value: String value.
c. Example: Just a moment please, I'll be right back...
3.2.5. retrieveMessage
a. Description: The message displayed when returning from hold. See appendix for the different variables that can be used
b. Value: String value.
c. Example: Thank you for waiting
3.2.6. byeMessage
a. Description: The message displayed when the chat session is hung up. See appendix for the different variables that can be used.
b. Value: String value.
c. Example: Thank you {1}, have a good day
3.2.7. leaveMessage
a. Description: The message displayed when one of the parties disconnects from the chat session. See appendix for the different variables that can be used.
b. Value: String value.
c. Example: {0} left the conversation
4. Configuration Chat Activity
4.1. Add Inbound Activity
a. Start a Nixxis administrator and go to the campaign where you want to create the chat activity.
b. Click on add „Inbound‟ and the following screen will appear:
c. Go to the tab “General” and select “Chat” as media.
d. Configure the rest on this tab as you would do for an inbound voice activity.
e. Then go to the tab “Details”:
f. Enter in the destination field, the id of the chat service you want to use.
g. Configure the rest of the activity like you would do for an inbound voice activity.
5. Appendix
5.1. Message Variables
Below are the different message variables.
5.1.1. agentNickName
{0}: Agent Account
{1}: Agent First Name
{2}: Agent Last Name
{3}: Agent Description
{4}: Agent Display Text {5}: Activity.Description
5.1.2. leaveMessage
{0}: Leaving Party Nick Name
5.1.3. Other messages
{0}: Agent Nick Name (empty for waitMessage and errorMessage)
{1}: Customer Nick Name
These variables are applied to the following messages:
• waitMessage
• errorMessage
• initialMessage
• holdMessage
• retrieveMessage
• byeMessage
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