Adding a Web Chat Gateway

There are two ways to add a new web chat message gateway:

Copy an existing web chat gateway.
Add a new web chat message gateway.

Before you start, you must have already configured the leave a message gateway that your web chat gateway will use. For more information, see Leave a Message.

Add the Gateway

In Studio, go to Message Gateway configuration. You see a list of universes. Each universe has an Edit Message Gateway button.
Note: The list of universes is restricted by your Studio user ID and role. This means you can only see the universes that you have been assigned to.
Choose Edit Message Gateway for your preferred universe. You see the message gateways index page, listing all the existing gateways in this universe.
From the toolbar, add a new gateway. You see the Message Gateway settings page.

The settings are organized into two sections: General Settings and Universe Settings. Follow the steps below to get started with editing the General Settings.

Edit the General Settings

Required. In Name, enter a name for your web chat topic.

Note: This is for your reference only. The name will not be shown to customers or agents.
Required. In Description, enter a description of your web chat topic.

Note: If you let customers select the topic, this description will also be shown in the Select chat topic dropdown of the web chat widget.
For Active, choose Yes to make your web chat available.
Required. In Type of message gateway, select Web Chat. Additional boxes relevant to this type of message gateway appear.
(Optional) For Enable reporting, select Yes to enable reporting for your web chat topic or No to disable it.

Note: For information about chat reporting, see Reporting.
(Optional) If your web chat allows attachments, in Path to attachments provide the path in your file system where the files should be saved.

Note: Use Web Chat Configuration in Syntelate Studio to enable/disable file uploads for your web chat, and specify which file types are allowed. See Configuring Attachments.
(Optional) Maximum file size for attachments allows you to specify a file size limit, in kilobytes, for attachments uploaded to a web chat. The default limit is 5645 KB (5 MB), so if you need to impose a lower or higher limit, you should enter the size here. Doing so will save your preference to the WebChatMaxUploadMb field of the GENERAL table. If you leave the setting empty, then Syntelate XA will apply its default limit.
(Optional) For Enable chatbot, select Yes if you want to integrate a third-party chatbot with the web chat.
(Optional) In Type of chatbot, enter the code used by Syntelate XA to connect to your chatbot provider.
(Optional) ID of chatbot is only needed if you use a chatbot.
(Optional) URI of chatbot is only needed if you use a chatbot.
(Optional) Region ID is only needed if you use a chatbot.
(Optional) Agent ID is only needed if you use a chatbot.
(Optional) JSON credentials of chatbot is only needed if you use a chatbot.
(Optional) If you select Yes for Route records to the same agent?, when a customer sends a message, they will deal with the same agent who handled their previous message.
Route to last agent window is required if you choose Route records to the same agent.New messages will be routed to the same agent only if the new message is received within the window of time you specify here. Enter a number of minutes as a whole number, for example, 30.

Next, edit the Universe Settings.

Edit the Universe Settings

From Universe, select the universe to which this gateway should be added.
From Agent group, select the agent group that will deal with this topic.
From Smart text group, select the smart text a sentence or paragraph that an agent can quickly insert into a chat, for example "Goodbye and thank you for contacting us" group that will be available to agents dealing with this topic.
From Customer table, select the table that contains your customers’ contact details.
From Customer table: Lookup field, select the column in your customer details table that contains customers’ email addresses.

Note: When a customer starts a web chat, Syntelate XA matches against this field in your customer details table. If a match is found, the customer’s record is retrieved. If a match is not found, Syntelate XA creates a new record in your customer details table.
From Customer table: Customer ID field, select the field in your customer details table that contains unique customer IDs that Syntelate XA should use to match against the INTERACTION_X table.
From Interaction table: Client table ID, select the field in the INTERACTION_X table that Syntelate XA should match against the Customer ID field.

Note: Your customer details table contains one record per customer. The INTERACTION_X table, on the other hand, contains one record per customer interaction (in other words, it contains one record for every web chat, phone call, and so on).

Both tables must contain a column for a unique customer ID. This is the Customer ID field in your customer details table and the Client table ID field in the INTERACTION_X table. Syntelate XA uses this unique ID to link each customer interaction (such as a web chat or phone call) to one of your customers.
In Timer for canned apology, enter a number of minutes as a whole number, for example, 3. If an agent hasn't replied to a customer's message by the time specified here, Syntelate XA sends the customer the AGENTAUTOMSG. Alternatively, you can disable the message by entering 0.

Note: The AGENTAUTOMSG message could be something like Sorry for the delay. I’ll get back to you soon. You can use whatever text you like for this message. For instructions on how to customize it, see Setting the Chat Messages.
In Timer for customer prompt, enter a number of minutes as a whole number, for example, 5. If a customer hasn't replied to an agent's message by the time specified here, Syntelate XA sends the customer the CLIENTAUTOMSG. Alternatively, enter 0 to disable the message.

Note: This message could be something like I haven’t heard from you for a while. Are you still there?

You can use whatever text you like for this message. For instructions on how to customize it, see Setting the Chat Messages. This is the CLIENTAUTOMSG message.
In Timer for Leave a message prompt, enter a number of minutes as a whole number, for example, 7. Customers will be prompted to leave a message if they are not connected to an agent by the time specified here. Alternatively, enter 0 to disable this prompt.

Note: If you want to use Leave a Message and its prompt, you need to create a Leave a Message gateway. Ideally, you should do that before you create a Web Chat Message Gateway: see Step 12 below.
In Timer for end chat prompt, enter a number of minutes as a whole number. If a customer hasn't sent a message by the time specified here, Syntelate XA sends the agent the NOACTIVITYMESSAGE to prompt them to end the chat. Alternatively, enter 0 to disable the message.

Note: The Timer for customer prompt (see Step 9 above) controls a message that is sent to the customer. The Time for end chat prompt, on the other hand, controls a message that is only seen by the agent.

Its purpose is to suggest to the agent that, if a customer has not sent a message in some time, the agent should consider ending the chat.

You can use whatever text you like for this message. For instructions on how to customize it, see Setting the Chat Messages. This is the NOACTIVITYMESSAGE message.
Required. From Message gateway to use when displaying Leave message, select the leave a message gateway for use when a customer leaves a message for this web chat topic.
(Optional) From Message gateway to use when emailing the chat transcript, select the email gateway to use when either a customer or an agent selects for the chat transcript to be emailed to the customer. Alternatively, leave the dropdown blank to disable transcripts by email.
Save your settings . The page refreshes. It shows you the gateway's configuration. It also shows you some additional options.

You are now ready to explore those options. See below for further guidance.

What’s Next?

You’ve now added a basic web chat topic configuration, but there’s still more to do! See the following tasks:

Once you’re happy with how your message gateway is configured, you need to set it to active before it can be used. See Making a Message Gateway Active/Dormant.

To use your new topic in a web chat, you must add your topic to the web chat using the Web Chat Configuration tile of Syntelate Studio. See Setting the Topics for Your Web Chat.