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This usecase describes example steps of the configuration and API usage which are needed to integrate the Chat (optionally Co-Browsing) functionality into a third party system.

Glossary

  • Customer is a user who writes a message through the chat.
  • User/Agent is the user/agent who answers the chat.

1. Setup and Script Implementation

Plugin configuration

Activate and configure your WebChat plugin.

  • Color
  • Texts
  • Appearence
  • ...

Go to configration.

JavaScript integration

The JavaScript has to be integrated into each webpage where we want to co-browse.

Learn how to implement the Chat on your page.

2. Control the visibility of the chat

📌Note: If nothing is configured, the chat is visible by default.

You can set your individual Action Rules to control the visibility of the chat:

  • Any agent is online
  • Any agent is available
  • Opening hours
  • Visitor is on page for x seconds
  • Visitor visits page for second time

or you can control it via the REST API.

REST API to set the visibility of the chat

📌Note: REST API and Actions Rules can also be combined

3. Synchronize your agents

If you are using a third-party environment to manage your agents you can simply synchronize the agent accounts with Chatvisor over our REST API.

REST API to synchronize your agents

4. Tag your customers to match it with your internal IDs

Sometimes there is the case that you want to reidentify your customers and want to extend them with additional information. Therefore

REST API to tag your customers

{
  "email": "[email protected]",
  "firstname": "John",
  "id": 123,
  "labels": [
    "foo",
    "bar"
  ],
  "lastname": "Doe"
}

5. Receive new conversations/messages

WebHooks

WebHooks can be configured at Settings - API - WebHooks. You receive a webhook when a new conversation is started or a new message is received. If no automatic routing rules are configured in Chatvisor you can manually route the conversation to one of your agents and generate a public URL to join the conversation.

Go to configration.

REST API

You can also poll the conversations via the REST API.

Go to documentation

6. Generate a public chat URL for the agent

After the conversation/customer is successfully created, it is possible to generate a public URL to join the conversation. For this we need the [customerId] what we've received from the WebHook or the Conversation API.

📌Note: Authenticate and generate an API token Go to documentation

REST API to generate a public agent chat URL

📌Note: This is a unique URL where the agent is automatically logged in and redirected to the given chat.

7. Optionally integrate additionally Co-Browsing

You only have to enable the Co-Browsing plugin and configure it. Then it will be automatically integrated into the Live Chat.

Go to configration.