I need to implement live customer support chat to liferay 7.
Portal will provide capability for the end user to chat with the support users for online issue resolution, technical and non technical help. Portal support team can support the end users over chat as well over E-mail for the first tracking issue resolution. The user will be provided with a hyper link at footer of each page to start Web Chat. Once the user clicks on Web Chat the Web Chat window will be opened for communication. User can put his/her e-mail id, issue category and queries to start Web Chat. Once the Web Chat will be initiated by user, one chat window will be opened at for support user who is logged in mediation portal to provide support. If the support team is not available, then the end user will be communicated with a message that, Customer support teat will be in touch with you soon on e-mail. The user chat requests will be allocated among the support users those who are logged in mediation portal in round robin method.
There is the native chat portlet, but I really do not recommend using it for your case, your case is a bit more complex then what comes out of the box. You will be better served if a support system plugin.
I like https://www.zendesk.com/chat/
Which is pretty easy to install and customize.
Related
Our internal employees are all using Teams. I'm researching how feasible it would be to use certain features of Teams for a custom web chat app. The actual back and forth conversation would not take place in Teams...it would be something I would build, possibly using SignalR.
The custom web chat application should allow our customers the ability to:
See the Teams status of an employee (Online/Offline)
Click on the employee to enter a chat room. (This chat room would be something I would create, possibly using SignalR)
I was wondering if it is possible to do the following with Teams:
Get the Online/Offline status of a user in Teams and display that in a custom web app.
Send data to a specific Teams user from a web app. (For example: when a customer clicks on an employee in the custom web app to start a chat, send a link to the employee that would send them to the chat room.)
Are these two things possible using Teams?
Wow, this is an unusual scenario, had to think a bit about that! In terms of (1) I'm not sure about anything for that it Teams (it might exist, but not something I'm aware of), but perhaps the Microsoft Graph has a capability for that. This might help.
Regarding item 2, do the customers have Teams? If so, you can deep link directly into a chat with the specific employee. If not, are you wanting the end user to use, say, a bot on the web app, but the employee to be using Teams? If so, who would they be "Chatting" to? Would it be ok for the chat to be with a custom bot inside Teams? If so, you should look more at the concept of "Pro-active chat" in Teams (to initiate the new/latest conversation from the bot to the user). The only drawback is if they are "chatting" to multiple people at once this wouldn't work, because each customer's interaction would come in to the same chat window in the Bot.
From my understanding, the OAuthPrompt requires a connection name. To create this, I need to make use of the Bot Channels Registration (as per the documentation). However, this seems to require me to create an Azure account and enter my payment card details. I would like to avoid entering my details if possible as I would not like to be charged for using any Azure services. Is there any way to avoid this?
If I must manually handle the OAuth process, I would like my sign-in to pop up in a small window like the "Allow" button triggers within the Who bot. I have tried SignIn cards which I have read just don't work in teams, and I have also tried OpenUrl type actions in a card which, when pressed, open the URL in my browser as opposed to a pop-up. How can I achieve this?
You can create a Bot Framework bot (only for Microsoft Teams) using the guidance here: https://learn.microsoft.com/en-us/microsoftteams/platform/concepts/bots/bots-create. To summarize that article, you can use this endpoint to create a non-Azure bot: https://dev.botframework.com/bots/new
If you chose to use the Azure Bot Framework, you will not be charged for the Bot Framework if Microsoft Teams is your only channel (this does NOT include your web service if you chose to host your bot code on Azure, although you can chose a free tier to avoid any charges).
For authentication, see this section of the MS Teams documentation: https://learn.microsoft.com/en-us/microsoftteams/platform/concepts/authentication/authentication. Depending on how you chose to implement your authentication, there are a few articles in that section that may apply. The OAuth card does work in Teams (not the free version, does not work with guest accounts, and only works for Azure bots).
For authentication, if you're redirecting to a different domain make sure you add it to the validDomains in your app manifest.
I am working on a Skype bot, using Microsoft's Bot Framework.
I have an external website, where a user can create an account, obtaining a userID. I would like to have a button on my website that allows me to link their account to a Skype conversation.
The only way I can work it at the moment is by having the Skype bot ask for the user's email, then the user has to go onto the website and confirm that that was them on Skype. Not a good UX.
I know Telegram lets you do what I want with "deep linking", and Kik can do it by scanning QR codes. Facebook Messenger can do it by including the Facebook JSSDK in the page with a "Connect to this bot" button.
Is there any way to do this on Skype?
Use the "Sign-in Card" workflow to have your users authenticate with your website before proceeding with the Skype bot conversation.
The Sign-in card enables a bot to request that a user sign-in. It typically contains text and one or more buttons that the user can click to initiate the sign-in process.
For documentation and code example, see:
https://learn.microsoft.com/en-us/bot-framework/dotnet/bot-builder-dotnet-add-rich-card-attachments#add-a-sign-in-card-to-a-message
Blog article showing sign-in card walk-through:
https://tsmatz.wordpress.com/2016/09/06/microsoft-bot-framework-bot-with-authentication-and-signin-login/
Additional code examples:
.NET SDK - https://github.com/Microsoft/BotBuilder-Samples/tree/master/CSharp/cards-RichCards#sign-in-card
Node.js SDK - https://github.com/Microsoft/BotBuilder-Samples/tree/master/Node/cards-RichCards#sign-in-card
Use individual deep link mechanism for each bot (e.g. telegram) that you wish to implement.
How to setup Telegram webhook the simple way.
Telegram webhook requirement
HOWEVER, it doesn't work on Skype.
Microsoft bot builder deep linking
he only way I can work it at the moment is by having the Skype bot ask for the user's email, then the user has to go onto the website and confirm that that was them on Skype. Not a good UX.
This is the only way so far for Skype.
I have created Facebook Messenger bots to answer to people talking to my Facebook Pages with a wrapper of Microsoft Bot Framework.
When a human talk to my bot it has a recipient address (composed of multiple fields) used to reply.
Now I'd like my bot to talk to other Facebook page (like a human using a Messenger client)
Questions:
How can I find the "chat" address of a random user that do not already talk to my page/bot ? (It seems a same user has different address when it talk to multiple bots).
How can I use my bot to send messages to other's Facebook Page. To do that I assume the bot has to discover the recipient address of the human or bot behind that page ?
(May be the answer is to use an implementation of a Messenger Client in NodeJS ?)
For Facebook Messenger:
User "chat address", that is to say "Id" property of your Recipient, depends on every bot and cannot be guessed (it is a Page Scoped ID), you have to talk to the bot first. It's a question of security / anti-spam
Same problem to start a conversation with another page: you cannot guess the ID of the human/bot to which you will be talking to.
So currently it is not possible to do what you are trying to do.
Maybe you should have a look directly to Facebook APIs to see if you can at least do your 2nd point. For the 1st one, I found no way
I am going to integrate chat module in my application. It's a mobile application having front end in swift and backend in spring boot. So my chat module will have functionalities :)
1) There will be a one to one chat,not a group chat
2) i have to send push notification to user when user goes offline or app closed
3) i have to show online users list on user's dashboard
4) i have to store messages in database
5) User can send images,videos in chat
I know these functionalities are common in all modern mobile applications.
I am very new to messaging protocols,please suggest me a best protocol as well suited to my requirements.
Any advice will be helpful,Thanks
Take a look to the The Message Session Relay Protocol (MSRP)
You can find a comparison here.