Web channel access settings

Scenario

Before you begin

Configuration steps

Step 1: Add a web plug-in

• Unidentified visitors: When the web visitor is not logged in, online consultation is initiated; such as the official website;
• Identified customers: After logging in, the web visitor initiates an online consultation, and the login account has been mapped with the interface data of the ShareCRM system; for example, in an online mall, the logged in user corresponds to the customer data in the ShareCRM system.

The effect of web plug-in access is as shown below

Step 2: Configure session allocation rules

- The name of the custom settings session assignment rule.

• All web visitors: All web visitor sessions can enter the selected customer service group.
• Filter by visitor information: Only web visitor sessions that meet the filter can enter the selected customer service group.
• Filter by pre-inquiry form: Sessions that match the information in the pre-inquiry form can enter the specified group.

• Load distribution, giving priority to support agents with the smallest number of real-time sessions;
• Circular allocation, all support agents included in the selected customer service group will be allocated in turn in order;
• Idle rate allocation, priority is given to the support agents with the fewest number of sessions on the day;
• Assigned by the person in charge of the customer, the messages sent by the user can be pushed to the person in charge of the corresponding customer;
• Assigned by the person in charge of the contact, messages sent by the user can be pushed to the person in charge of the corresponding contact.

Step 3: Configure user information collection

Step 4: Configure third-party identity verification

• Configuration steps before development access

1. Generate identity verification key: Click “Generate Key” to generate the key. After the page is refreshed, the secret key will be masked and displayed. You can click the View Secret Key button to view the key again.

1. Configure visitor identity verification fields: In ShareCRM, all users who start a consultation are stored as visitor records (object API name: WebImVisitorObj). To match visitors from your custom website with visitor records in ShareCRM, configure the fields used for identity verification. You can define these fields for your organization. In most cases, a name and mobile number identify a unique visitor. If no match is found, ShareCRM creates a visitor record from the supplied parameters.

1. Associate visitors with CRM accounts and contacts: By default, agents manually associate visitors who enter ShareCRM from an Online Customer Service consultation with CRM accounts and contacts. To associate users from your custom website automatically, import the website user information into CRM accounts and contacts, then enable Automatically associate accounts and contacts. Select the fields that a visitor record uses to find and match contacts. Use a mobile number, or a name and mobile-number combination, whenever possible to improve matching accuracy.

• Identity verification development access instructions 1. Generate the visitor verification field json string. The example parameters are as follows: {"full_name":"Zhang San","phone":"15912345678"} 2. Use the key generated by the identity verification to encrypt the visitor verification field json string using the AES algorithm to obtain the encrypted string A 3. Append the produced string A to the customParams parameter of the web page plug-in

public static String encrypt(String data, String key) {
    try {

private static `SecretKey` toKey(String key) throws Exception {
    byte[] data = Base64.decodeBase64(key);
    `SecretKey` `secretKey` = new `SecretKeySpec`(data, "AES");
    return `secretKey`;
}

private static final String `bytesToHexString`(byte[] bArray) {

    `StringBuffer` sb = new `StringBuffer`(bArray.length);
    String sTemp;
    for (int i = 0; i < bArray.length; i++) {
        sTemp = Integer.`toHexString`(0xFF & bArray[i]);
        if (sTemp.length() < 2)
        sb.append(0);
        sb.append(sTemp.`toUpperCase`());
    }
    return sb.toString();
}

Expected Result

1. Open a guest window on the test page where the web plug-in has been deployed.
2. Fill in the pre-query information and send a test message.
3. Confirm that the corresponding session is generated in the Customer Service Workbench and that the session is allocated according to rules.

FAQ and troubleshooting

• When the page does not display the plug-in, check the deployment code, site domain name, and plug-in Enable Status.
• When a session does not enter the workbench, check the channel and session assignment rules. ## Related topics
• Initialization and basic configuration
• Email channel access
• What to do if the web plug-in does not display