Engage Digital | Creating communities

Certain channels such as Engage Chat or Engage Messaging create web-based sessions between the agent and the customer. When creating a community that serves these channels, you need to configure the community’s behavior for using a JSON Web Token (JWT) signed identity. JWT is a standard for securely transmitting information between parties as a JSON object. 
 
You can configure your community to accept, reject, or require signed identities. For example, you configure the community to reject JWT signed identities when you do not want JWT tokens to be used to manage user sessions — for example if you are concerned about the validity of the identities used to establish the sessions. Or, if your company policy mandates the use of JWT signed identities, you may require JWT signed identities.

Extra value key/value pairs

When creating your community you may decide to configure some key/value pairs that you will associate with standard or custom fields used in any of the channels belonging to your community. You can set up this mapping when you create your community. You populate the keys and fields using keys associated with your existing channels, and fields that already exist in the custom identity, or custom fields that you create.

Adding a community

The Signed identities and JWT key settings are only configured for Engage Chat or Engage Messaging.
 
To add a community for your channel, take these steps:
1. Navigate to Channels > Community profiles in the left-hand navigation bar  
2. Click Add to add a community
3. Select the appropriate community type based on the channel that will be used
4. Enter the name of the community in the Name field
5. Check the Active box to enable the community
6. For an Engage Chat or Engage Messaging community: 

a. Select a value from the Signed identities menu or use the default Reject JWT signed identities

b. If you selected accept or require, click Add to add a JWT key and enter key values

c. To add additional JWT keys, click Add

7. Optionally, under Extra Value Mapping, select a Key label and a standard or custom Field
8. Click Save
Now that you’ve created a community, you’ll want to add your channels. Visit Configuring channels to learn how to add your channels to the community.

Community configuration options

When you’re creating a community, you’ll have access to a variety of configuration options, which can be found in the Create a Community configuration page. Let’s review the configuration options available when creating a community:
  • Signed identities: Specifies whether the community requires a JWT signed identity (required for Engage Chat or Engage Messaging communities)
    • Accept JWT signed identities: Select this option to configure the community to accept identities
    • Reject JWT signed identities: Select this option to configure to community to reject identities
    • Require JWT signed identities: Select this option to configure the community to require identities
  • Algorithm: Specifies an encryption algorithm to use for JWT signed identities (required for Engage Chat or Engage Messaging communities)
    • HS256: Select this option to specify an HS-256 algorithm. HS256 involves a hashing function and a shared secret key used to generate the hash that will serve as the signature. Since the same key is used to generate the signature and to validate it, the key must not be compromised
    • RS256: Select this option to specify an RS-256 algorithm. RS256 uses a public/private key pair. The identity provider has a private (secret) key used to generate the signature, and the consumer of the JWT gets a public key to validate the signature
  • Key ID: Specifies a key identifier to use to verify the signature for a JWT signed identity (required for Engage Chat or Engage Messaging communities)
  • Secret: Specifies a secret to use for generating a signature for a JWT signed identity (required for Engage Chat or Engage Messaging communities using the HS256 algorithm)
  • Public key: Specifies a public key to validate a signature for a JWT signed identity (required for Engage Chat or Engage Messaging communities using the RS256 algorithm)
  • Key: Specifies the key in a key/value pair associated with a standard or custom field
  • Field: Specifies the value in a key/value pair associated with a standard or custom field
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