Interface ServiceDeskPublicConfig

The section of the public config that contains configuration options for service desk integrations.

interface ServiceDeskPublicConfig {
    agentJoinTimeoutSeconds?: number;
    allowReconnect?: boolean;
    availabilityTimeoutSeconds?: number;
    disableAgentSessionHistory?: boolean;
    genesysMessenger?: GenesysMessengerConfig;
    integrationType?: string;
    niceDFO?: NiceDFOConfig;
    skipConnectAgentCard?: boolean;
}

Properties

agentJoinTimeoutSeconds? allowReconnect? availabilityTimeoutSeconds? disableAgentSessionHistory? genesysMessenger? integrationType? niceDFO? skipConnectAgentCard?

Properties

OptionalagentJoinTimeoutSeconds

agentJoinTimeoutSeconds?: number

The timeout value is seconds to use when waiting for an agent to join the chat after an agent has been requested. If no agent joins after this time, the chat will be ended and an error message will be displayed to the user. By default, there is no timeout.

OptionalallowReconnect

allowReconnect?: boolean

Indicates if web chat should automatically attempt to reconnect the user to a human agent when it is loaded. This only works if the service desk integration being used supports reconnecting. This value defaults to true.

OptionalavailabilityTimeoutSeconds

availabilityTimeoutSeconds?: number

The timeout value in seconds to use when determining agent availability. When a connect_to_agent response is received, the system will ask the service desk if any agents are available. If no response is received within the timeout window, the system will return "false" to indicate no agents are available.

OptionaldisableAgentSessionHistory

disableAgentSessionHistory?: boolean

Indicates whether the conversation between a user and a service desk should be stored in session history.

OptionalgenesysMessenger

genesysMessenger?: GenesysMessengerConfig

Configuration data for the Genesys Web Messenger integration

OptionalintegrationType

integrationType?: string

This indicates which of the client-only service desk integrations to use.

OptionalniceDFO

niceDFO?: NiceDFOConfig

Configuration data for the Nice DFO integration

OptionalskipConnectAgentCard

skipConnectAgentCard?: boolean

Indicates if web chat should auto-connect to an agent whenever it receives a connect_to_agent response and agents are available. This essentially mimics the user clicking the "Request agent" button on the card. The card is still displayed to the user.

Settings

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