Engage Digital | Configuring extensions

When you enable an extension, it is added to the list of extensions in the system but is not yet configured. Many of the extensions that you can enable will require some additional configuration by editing them from the table in the Extensions configuration page.

Enabling an extension

To enable extensions, follow these steps:

1. Navigate to Settings > Extensions via the left-hand navigation bar.

2. Click Add to add a new notification.

3. Select the extension to enable from the Extension drop-down menu.

4. Click Add.

Once you have enabled an extension, you can delete or edit it as needed.

Editing an extension

To enable extensions, follow these steps:

1. Navigate to Settings > Extensions via the left-hand navigation bar.

2. Select the Edit pencil icon to the far right of the extension.

3. Configure any required settings for the extension.

4. Click Save.

Extension configuration options

When you’re enabling an extension, you’ll have access to a variety of configuration options which can be found in the extension’s configuration page. Let’s review the configuration options available when configuring an extension:

Customer satisfaction survey extension

These settings are configurable for a Customer Satisfaction Survey extension:

Region: Select Europe if the survey has been made on SurveyGizmo.eu, or United States if it has been made on SurveyGizmo.com
API token: Specified only if you use your own SurveyGizmo account (optional)
API token secret: Specified only if you use your own SurveyGizmo account (optional)
Grace period before survey (hours): Specifies the delay below which the survey is not sent again if the customer responds back to you.

For instance, if you fill in the field with 24, the customer receives the survey once he’s finished chatting with the agent for the first time, and won’t receive the survey again if they respond again to the agent within 24 hours, in order to avoid sending multiple surveys.

The grace period between surveys is done at the level of the identity and the conversations related to this identity. As an identity can be common to several channels of the same type when the channels are part of the same community. In some cases, the grace period will be applied on several channels
Net promoter score: If one of the questions of the survey is ‘How likely is that you would recommend [your company] to a friend or colleague?’, the customers answering can be divided into three categories: Promoters (score 9-10), Passives (score 7-8) and Detractors (score 0-6). The NPS is calculated as the percentage of customers who are Promoters minus the percentage of customers who are Detractors. The NPS thereby displays a count of the perception of your company through customers’ experience

Data purging extension

These settings are available when configuring a Data Purging extension:

Purge threads (for selected channels): Specifies that if no activity (meaning no message from the client nor from the agent) is detected in a thread once it has reached the preservation delay, all the messages in that thread (and the thread itself) will be permanently deleted. The conversations and the comments upon interventions linked to the message will also be deleted
Purge events: Specifies that the events of the admin audit log preceding the preservation delay will be permanently deleted
Purge identities (for selected channels): Specifies the deletion of only the identities that are not linked to a message (because the message has been purged). The identity purging thus matters only if the thread purging is activated. If the identity belongs to a group of identities, the group is also deleted when the last identity of the group has been deleted
Purge stats (for selected channels): Specifies that the statistics preceding the preservation delay will be permanently deleted
Purge agent activities: Specifies that the data relating to presence and activity of the agents will be permanently deleted after the retention period
Retention period (in days): Specifies the period for which statistics should be retained
Channels: Specifies the channels on which to purge data. Leave blank for all channels

IP filtering extension

This setting is configurable for an IP Filtering extension:

Whitelisted IPs: Specifies a list of IP addresses that are allowed to access the system website. Addresses should be separated by lines. If the list is empty, all IP addresses are allowed by default

JWT single sign on extension

These settings are available when configuring a JWT Single Sign On extension:

Used as default authentication: Specifies using JWT SSO as the default authentication method. Only one form of SSO authentication can be set as the default authentication method
Enable non-SSO login: Specifies that you allow users to log in without using SSO. This option can only be disabled if you configured a Remote login URL
DEBUG mode: Specifies a debug mode for non-production testing
Remote login URL: Specifies redirecting the user to this URL if they hit our application unauthenticated. At this endpoint you will have to log the user in and then redirect them back to us
Remote logout URL: Specifies redirecting the user to this URL after the user signs out from our application. This will make it possible for you to sign them out from all other systems
Endpoint URL: This is a read-only field, meant to show you where your implementation should redirect with the JWT token after the user has authenticated into your system. This URL has the form: https://your-subdomain.engagement.dimelo.com/users/auth/jwt/callback?jwt={jwt_payload}
Shared secret: Specifies a random string that will be used by you to encode and sign the JWT token and by us to check its integrity. You will need to keep this secret secure. If compromised, you will need to generate a new one and start using it in your implementation as well

Netino Moderatus extension

These settings are available when configuring a Netino Moderatus extension:

Login: Specifies a login ID to access Netino
Password: Specifies a password to access Netino
Channels: Specifies the channels on which to allow Netino access. Leave blank for all channels

SAML single sign on extension

These settings are available when configuring a SAML Single Sign On extension:

Used as default authentication: Specifies using SAML SSO as the default authentication method. Only one form of SSO authentication can be set as the default authentication method
Enable non-SSO login: Specifies that you allow users to log in without using SSO
DEBUG mode: Specifies a debug mode for non-production testing
Sign SAML requests: Specifies signing the SAML request by the identity provider
Issuer: Specifies the unique identifier for the identity provider
Target URL: Specifies the identity provider URL that will receive SAML requests
Certificate fingerprint algorithm: Specifies the fingerprint algorithm for an X.509 public certificate
- SHA1: Specifies that JWTs are signed by a HMAC SHA1 algorithm
- SHA256: Specifies that JWTs are signed by a HMAC SHA256 algorithm
- SHA384: Specifies that JWTs are signed by a HMAC SHA384 algorithm
- SHA512: Specifies that JWTs are signed by a HMAC SHA512 algorithm
Certificate fingerprint: Specifies the fingerprint of an X.509 public certificate
Name identifier format: Specifies the format of a SAML name identifier
Authentication context: Specifies information added to the SAML assertion
Logout URL: Specifies redirecting the user to this URL after the user signs out from our application. This will make it possible for you to sign them out from all other systems
SAML attribute matching user external identifier (optional): Specifies an identifier to use for attribute matching
Assertion consumer service URL: Specifies a URL that directs your identity provider where to send its SAML response after authenticating a user
Service provider metadata: Specifies a URL for service provider metadata, which contains information necessary for interaction with SAML-enabled identity or service providers

Sentiment analysis extension

This setting is configurable for a Sentiment Analysis extension:

Channels: Specifies the channels on which to perform sentiment analysis. Leave blank for all channels