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

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

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

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): 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

  • 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):  The period for which statistics should be retained.
  • Channels: The channels on which to purge data. Leave blank for all channels.

IP filtering extension

  • Whitelisted IPs: 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

  • 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: Allows 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: 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: 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

  • Login: A login ID to access Netino.
  • Password: A password to access Netino.
  • Channels: The channels on which to allow Netino access. Leave blank for all channels.

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:  Allows users to log in without using SSO.
  • DEBUG mode: Specifies a debug mode for non-production testing.
  • Sign SAML requests: Signs the SAML request by the identity provider.
  • Issuer: The unique identifier for the identity provider.
  • Target URL: The identity provider URL that will receive SAML requests.
  • Certificate fingerprint algorithm: The fingerprint algorithm for an X.509 public certificate.
    • SHA1: JWTs are signed by a HMAC SHA1 algorithm.
    • SHA256: JWTs are signed by a HMAC SHA256 algorithm.
    • SHA384: JWTs are signed by a HMAC SHA384 algorithm.
    • SHA512: JWTs are signed by a HMAC SHA512 algorithm.
  • Certificate fingerprint: The fingerprint of an X.509 public certificate.
  • Name identifier format: The format of a SAML name identifier.
  • Authentication context: 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):  An identifier to use for attribute matching.
  • Assertion consumer service URL:  A URL that directs your identity provider where to send its SAML response after authenticating a user.
  • Service provider metadata:  A URL for service provider metadata, which contains information necessary for interaction with SAML-enabled identity or service providers.

Sentiment analysis extension

  • Channels: The channels on which to perform sentiment analysis. Leave blank for all channels.
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