Channel Creation
Step 1. Open the channel management application of Communication Channels in the AI Model group.
Step 2. Channel creation – Click on the Plus button to add a new channel.
Step 3. Copy the Existing Channel.
You might want to use the existing channel as a base, and copy it . To do so, select the original channel from the list on the left (1). Press the copy button (2) and confirm (3).
You will be redirected to a new copy version. You can see the name showing it’s a copy, and the Channel ID is different.
The copy will also retain the scenario assignment (2nd Tab) and the styles (3rd Tab) from its origin.
You can follow this tutorial’s steps to change these properties to your liking.
Step 4. Start filling in the parameters for the new channel. The initial form will look as follows; it will contain some universal parameters.
Channel Name – follow your own naming convention,
AI Model – select one of the existing models from the drop-down menu
Channel Type – select from a broad list of available types (Webchat, Microsoft, Telegram, etc)
Channel ID – this field is auto-generated.
Identity Provider Application – choose the existing SSO setup from the drop-down list, or select None.
With the webchat channel type, you also have survey options:
Survey ID: select one of available Survey forms from drop-down menu. (They must be first created in the Survey Craft application)
Send Survey Automatically: here you have 2 options – either turn the survey off, or let it show When chat ended.
Step 5. Finally, press Save to finish the channel creation.
Scenario Activation Tab
The channel has been created, but there are still some steps to finish the setup. Next it’s necessary to activate scenarios for the new channel.
Step 6. Make sure the new channel is the one selected on the left side. Press Edit, and then navigate to the second Tab – Scenario Activation.
Step 7. Activate scenarios
7.1. Select a System from the drop-down menu.
7.2. Tick the box in the Active column next to the group name, to activate all the scenarios in the group.
7.3. Tick the box next to the single scenario to activate it.
7.4. Tick the box in the Adaptive Card column to also activate the card variant for the scenario.
7.5. Save your entries.
Webchat Styles and Themes (applies to Webchat Channel Type only)
For the webchat channel type only, there is also a 3rd tab which stores the connector settings and, most importantly, the style properties for each element of the webchat, such as sizes, colors, fonts, etc.
Step 8. Click on the Edit button, then select the 3rd top from the top bar.
Select the Theme you want to edit. The theme will be currently on marked as Default, and the other themes will have the Maintained label next to them.
*Theme is a set of properties you save under a name and can turn on at any given time. For example, you select darker colors for webchat window, and save under “Dark Theme”.
NOTE: it is not recommended to save the Dark Theme as default.
These are the most important features in this tab:
- Chat Attributes
- AI Model Attributes (conversation live time, welcome message, header)
- Chat Settings (open mode, file sending switch, pop-up messages switch)
- Expander settings (style of button used to open the webchat)
- Messages Settings (initial message, busy indicator message, enable voice messages)
- User Authentication Settings
- Style Settings (styles for webchat window, user and AI Model messages, fonts, colors, styles for buttons)
- Pop-up Message Style
- Adaptive Card Style (font color and size, background color, separators, icons etc.)
- Audio Settings
- Amazon Settings, Google Settings
- Survey Style (font color and size, background colors, scale icon files)
Step 9. Webchat Preview
In the top right-hand corner, there is Web Chat Preview button. The preview acts as a mini website with webchat on it and will use the currently saved style properties.
You can send messages in the preview mode to check the style of all possible elements. (Although for the chat to respond in the preview, the setup must be fully finished first, scenarios must be activated, etc).
Step 10. Webchat Style Templates
It is possible to save a set of style properties to a named template and reuse it for other channels. One template can also be set as default for tenant.
Step 11. Inheriting Style from Template
The new channel will be created with default style for the given tenant. But you can also apply different templates by clicking on Inherit From Template at the bottom of the page.
You can then select a template from the drop-down list. There is usually a default one for the tenant, and others reflecting each created channel.
Click on the template name.
Step 12. Creation of a New Template
With each newly created webchat, a new template is also generated with the same name. The template is created when a new webchat is saved for the first time.
Step 13. Setting Template as Default
If you want the set the current style set as default for the tenant, select Save and Set as Default option. The default template is applied to each new channel.
Step 14. Taking Configuration Snapchat
Step 15. Copy the script to your webpage.
When all the properties are set, you can copy the script from the Webchat Script field, and paste it to your website. This has to be done only once.