Chat Profiles
- self service portal
- chat
- administrator
- workflow
- automation
- chat profile
- chat flow
- interaction
- messages
Details
| Field | Type | Description |
| Name | Free Text | This is the name of the Chat Profile as it will appear elsewhere throughout the system. |
| Access | Single Select | The choice made here will determine which Users are able to use this Chat Profile. You may choose for Authenticated Users only, which will require them to be signed in to the Self Service Portal. You could also have anyone at all use this. This will still be present on the SSP, however you also have the option to embed the ChatBot in external websites. Should this option be chosen, configuration for this will appear slightly lower down on this page. |
| Working Hours | Single Select | The options available here will be any configured Workdays you have in your system. The selected Workday's working hours will be used for the ChatBot, and it will therefore only be available during those hours. |
| HTML Script | Read Only Text | This script can be used to embed the ChatBot onto any external website of your choice. You will, of course, require the relevant permissions to access and modify the HTML of that website to add this. |
| Global CORS whitelist | Multiple Value Free Text | This field can be populated with URLs which you would like to whitelist for this Script to function on. The "http://" nor "https://" need not be included. |
| Email address session storage key | Free Text | The keys to read from session storage can be configured for each chat profile. If the configuration is set and an item is found in the session storage with that key, the chat user will be given that email/username. If the email is set, then the user will be treated as being logged in for any steps that check if the user is authenticated. Setting up a storage key in Halo means that if a user of Halo uses the chatbot from an external website but are logging into this website, using Azure SSO for example, if the user info (e.g their email) is stored in session storage (dependent on the website), when they get to adding their email, the session storage key set in Halo's config will match on the session storage key set on the website, allowing access to the user's data and auto-populating the email field. The same can be configured for the user name field. |
| Username session storage key | Free Text | The keys to read from session storage can be configured for each chat profile. If the configuration is set and an item is found in the session storage with that key, the chat user will be given that email/username. If the email is set, then the user will be treated as being logged in for any steps that check if the user is authenticated. Setting up a storage key in Halo means that if a user of Halo uses the chatbot from an external website but are logging into this website, using Azure SSO for example, if the user info (e.g their email) is stored in session storage (dependent on the website), when they get to adding their email, the session storage key set in Halo's config will match on the session storage key set on the website, allowing access to the user's data and auto-populating the email field. The same can be configured for the user name field. |
| Enable Embeddable Chat User Matching | Checkbox | When enabled, when this chat is embedded on other sites a JWT identity token will be used to match the conversation to a new or existing user in Halo. In order to use this you must use the Events API of the Embeddable Chat widget to pass a new identity token when opening a conversation. For more information see Halo Chat Widget Properties and Examples. |
| Identity Token Secret Key (HS256) | Free Text | If you are using embeddable chat user matching, enter your JWT identity token secret key here. This key must be a HS256. This can be obtained from your identity provider. |
| Verify Identity Token lifetime | Checkbox | Only applicable when you are using embeddable chat user matching. When enabled, the lifetime of the JWT token created will be checked. If the lifetime has expired authentication will not be granted. This should only be disabled for testing purposes only. |
| Default Site for new Users | Single Select | Only applicable when you are using embeddable chat user matching. If allowing user matching for chats embedded into other sites, any new users created in Halo will be created under the Site chosen here. |
| Use the "Subject" claim for User matching | Checkbox | Only applicable when you are using embeddable chat user matching. When checked, the "Subject" claim will be used to match users starting chats on an external site to users in Halo. This means usernames and emails will not be relied on for user matching. |
| Update linked Tickets User if anonymous Chat User upgrades their Chat to become authenticated | Checkbox | Only applicable when you are using embeddable chat user matching. When checked, if a chat is started by an anonymous user, then the user becomes authenticated (so no longer anonymous), the ticket linked to the chat will update so that this user becomes the end user of the ticket if haloChat_inboundEvent_upgradeAnonChat inbound event is called. Useful if tickets can be logged from a chat anonymously but the user authenticates their identity later in the chat flow. |
| Primary Colour | Single Select | This will offer the choice of which main colour you would like the ChatBot to appear as. "Use default colour" will use your application's current theme, whereas "Custom Colour" will allow the choice of a new colour to use. |
| Custom Colour | Hex Code | This will appear should "Custom Colour" be selected above, and offers the choice of the main colour for your ChatBot. A Hex code can be entered, or a choice can be selected from the available colour chart. |
| Theme | Single Select | This allows the choice between a Light and a Dark theme for the ChatBot to display with. |
| Secondary Colour | Single Select | This setting determines the text colour of the chat header and User messages, viewed within the chat bot. |
| Chat name | Free Text | This will act as the header for the Chat Bot. If left blank; "Live Chat" will be used. Any text you like can be entered here; "AI Chat" for example. |
Live chat name override | Free Text | (v2.253+) This will override the header for the Chat Bot once the User starts a Live Chat. This allows you to switch the name shown to the User when they are speaking to the Bot, and when they switch to talking to an Agent. |
| Chat popup bubble type (Self Service Portal) | Single Select | The choice here will dictate how the Chat Bot prompt on the Self Service Portal appears. This can either be a "bubble" which is less intrusive than the alternative; a "Message Box". |
| Message box size | Free Text | Should a Message Box be chosen as the 'Chat popup bubble type', this will determine the size of the box on the Self Service Portal. |
| Use URL mappings to show different bubble popup messages depending on current browser URL | Checkbox | Ability to change the pop up note from the chatbot based on which page of the portal, or which page of the clients website, it appears on. |
Bubble popup message | Free Text | The text entered here will display as the ChatBot's message to encourage it's use. An example may be; "Hello, I am the ChatBot, would you like some assistance today?". |
| Bubble popup message URL mappings | Table | This table appears when URL mappings checkbox is on. A partial map to the URL is required for the mapped message to be used. |
| Use URL mappings to start the bot flow at different steps depending on the current browser URL | Checkbox | When this setting is enabled a URL mappings table will become active. When adding mappings you will have to give a partial URL that when matched to will changed the start step of the bot flow for this user. If unmatched, the default bot flow start step will be used. The Users browser URL only needs to be a partial match to the URL value specified in the URL to Bot Flow mappings table. |
| Icon url | Free Text | The Icon URL entered here will point towards the public facing image that you would like to use for the ChatBot's appearance. If left blank, the default 'two speech bubbles' will be used. |
Live chat icon override | Free Text | (v2.253+) The Icon URL entered here will override the icon shown against the ChatBot when a User starts a Live Chat. This allows you to switch the icon shown to the User when they are speaking to the Bot, and when they switch to talking to an Agent. |
| Icon size (%) | Integer | Decide the size of the chat bot icon, this will be a percentage relative to the default icon size. |
| Use icon image shape as chat bubble | Checkbox | When checked, the chat bubble will take the shape of the image set in the 'Icon URL' field, rather than being a bubble circle shape. This functionality is only available for chat profiles set to be used for the self-service portal. |
| Use a custom image for the chat header | Checkbox | When checked, you will be able to enter the URL of a hosted image, this image will appear next to the chat profile name in the chat header. This functionality is only available for chat profiles set to be used for the self-service portal. |
| Chat header image URL | Text | Here, enter the URL of the image you would like to appear in the chat profile header, this will need to be a hosted image. This functionality is only available for chat profiles set to be used for the self-service portal. |
| Hide bot Name in the chat header | Checkbox | When checked, the chat profile name in the chat header will not appear. If an image is set to appear in the chat header, this will appear in place of the profile name. This functionality is only available for chat profiles set to be used for the self-service portal. |
| User Chat Banners | Table | Here you can configure chat banners to appear under the header of the chat profile. Banners are text that appear under the profile header to convey additional information. |
| Bot Name | Free Text | This will act as an alias for the Chat Bot. If left blank; "Bot" will be used. Any text you like can be entered here; "Jarvis" for example. |
| Users will see the following name next to messages sent by Agents | Single Select | This will determine the alias the Agent's responses appear under for the End User. |
| Fixed name | Free Text | Should "A fixed name" be selected above, the text entered here will be used as the alias. An example may be "Support Agent". |
Interval in minutes between waiting for Live Chat Agent to connect messages | Integer | Here you can set the interval between the messages sent in minutes. |
| Loop the messages back to the start after the last message is sent | Checkbox | When enabled, messages will be sent in sequence. Every interval, when the last message in the sequence has been sent, the first message in the sequence will send, looping the messages back to the start. If disabled when the last message in the sequence has been sent no more messages will be sent out. |
Wait messages | Table | Here you can configure messages to send when a User is waiting on a Chat. |
| Allow Agents to override if the User is allowed to upload attachments/images | Checkbox | When enabled, Agents with the permission "Can toggle User attachment/image uploads in Live Chat" can control when a User can add an attachment or image. |
Number of days without any update before a chat and all its messages are deleted. | (v2.250+) The value set here determines the number of days without an update on a chat before the chat and chat messages are deleted. This can be disabled by setting the value to -1. | |
Default in minutes when there is no data to calculate from | Inter | This is the time that the $-WAITTIME variable will pull through if there is no data to calculate the average wait time from. |
Wait time calculation method | Single Select | This determines how wait time is calculated. If 'Average queue time' is selected as the calculation method wait time will be calculated using the average calculated across a specified time. If 'Longest current wait time in Live Chat queue' is selected the wait time will be calculated using the longest user wait time in the queue currently, that is how long a user that is currently in the queue has been waiting. If there is no one in the queue the "Default in minutes when there is no data to calculate from" will be returned. |
Period in minutes to calculate average wait time from | Integer | This is the period that is used to calculate the average wait time. For example, if set to 60, the average wait time for the last hour will be calculated. Only shows when using the Average Queue Time calculation method. |
| Show estimated wait time in a banner | Checkbox | (v2.238+) When enabled, this will display a banner to the User to show the estimated time before an Agent will join the chat. |
| Show a queue position | Checkbox | (v2.238+) When enabled, the User will be shown their queue position. A ticket must be logged before the User starts queuing for the Live chat in the Chat flow to use this method. |
List to use to determine queue position | Single Select | (v2.238+) The list selected determines the queue position. This list is used to apply filters to Tickets, with any Ticket which appears in the list being counted in the queue. Therefore, it is important ensure you filter the list to Unassigned Live Chat requests only. Please note that if the list's "use" is set to a specific Area, then those filters will also apply. Only shows when "Show a queue position" is enabled. |
| Ticket Creation | Single Select | The choice made here will determine whether a Ticket is created once the Live Chat is concluded. This can either be decided by the Bot Flow, or it can happen automatically no matter what. Please note that this is not the same as an Agent Chat concluding, this can be set in the Chat configuration page. |
| Ticket type for live chat closure tickets | Single Select | Should the option to log a ticket automatically be selected above, the ticket will be logged with this Ticket Type. This choice is specfic to the flow step, should it be decided there. |
| Auto-assign Ticket to live chat Agent | Checkbox | Should the option to log a ticket automatically be selected, When enabled this setting will assign the ticket to the live chat Agent. If multiple Agents were involved in the chat, they will be added as additional Agents on the Ticket. |
| Default Customer/ Site of Ticket for unmatched Users | Single Select | If the user displayed on the call screen is unmatched, this will be the default customer/ site they are associated with when the ticket is created |
| Request one-click feedback when a chat is ended | Checkbox | When checked, the prompt to submit One-Click Feedback will be shown to the End User once the chat has concluded. |
| Message before feedback | Free Text | The text entered here will be used as a prefix before the feedback is requested. |
| Message after feedback | Free Text | The text entered here will be used as a thankyou message for the feedback provided. |
| Fullscreen width breakpoint (px) | Integer | Modifying this will change the screen width that causes the chat window enter full screen mode. By default, this value is 600px. When zooming your window to i.e. 250% and refreshing the page, when opening the chat, it will now default to full screen mode. This feature was introduced to improve the chatbot experience when using the widget embedding on a website. |
| Chatbot height (px) | Integer | This modifies the height of the chat bot window. By default, this value is 700 px. This feature was introduced to improve the chatbot experience when using the widget embedding on a website. |
Bot Flow
Much like a Workflow, steps can be added to this Bot Flow, and different situations can point towards different next steps. Automations can be added, alongside basic automated responses.
These can be imported and exported via JSON files, so can be exchanged between instances seamlessly.
| Field | Type | Description |
| Step Name | Free Text | This will be the name of this Bot Flow step as it appears elsewhere throughout the system. |
| Type | Single Selection | The choice made here will determine what is happening at this particular step. The choices include the request of an Input, the processing of an automatic Action, or the checking of a Condition. Each choice will offer configuration options below. |
| Condition | List | This list of conditions will need to be met for this automation to be processed. The fields available for these conditions are based on the Bot configuration and also the User's details. |
| Action Type | Single Selection | The choice made here will determine what Action this step will perform once it is reached. The choices are self-explanatory, and will provide the relevant configuration requirements for each case. |
| Field | Single Select | This will determine the field into which the prompted information is entered. This can have a unique prompt for the information. |
| Outcome | List | The lines here will determine where the Bot Flow goes next once the above have been fulfilled. |
| Notes | Free Text | The notes entered here can be used to explain the Bot Flow step to other Agents viewing it, should it not be clear in the first place. |
| Send a link to a form awaiting completion | Checkbox | Only applicable when the action type 'log a ticket' is used. When checked, the end user will be sent a form to complete as part of the chat, only once the form is completed can the chat progress. If using this, the variable $-LOGTICKET will need to be included in the 'Ticket link message' field in order to generate a link to the ticket type/template selected. |
Ticket link message | Free text | Only applicable when 'Send a link to a form awaiting completion' is enabled. Here, enter the text you would like the user to see when they are being sent a link to log a ticket. The variable $-LOGTICKET will need to be included here to create the link to the ticket type/template selected. |