214 lines
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<p>Business process designer > Graphical elements / Send Live Chat Response</p>
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<div class="topic__title"><h1 class="p_Heading1"><span class="f_Heading1">Send Live Chat Response</span></h1>
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<p style="text-align: justify; line-height: 1.38;"><img alt="live-chat-notofication-element" width="105" height="83" style="float:left;margin:0;width:105px;height:83px;border:none" src="live-chat-notofication-element.png"/>This activity is used to send messages to clients from a <a href="create_line.html" class="topiclink">live chat</a> to a messenger within a certain session during the business process<span style="font-family: 'Times New Roman',Times,Georgia,serif;">.</span> The element is placed at the step in the process where you want to notify the client that the work has been done. For example, to inform the client that their complaint has been accepted.</p>
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<p style="text-align: justify; line-height: 1.38;">If you need to send a message without binding it to an existing session, use the <span style="font-weight: bold;">Send a Live Chat Message</span> activity.</p>
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<p style="text-align: justify; line-height: 1.38;"><span style="font-size: 13px; color: #000000;"> </span></p>
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<p style="text-align: justify; line-height: 1.38;">The message is sent automatically without operator involvement and displayed in the session with the client.</p>
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<p style="text-align: justify; line-height: 1.38;">Before configuring the activity, make sure that:</p>
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<ul style="list-style-type:disc">
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<li style="text-align: justify; line-height: 1.38;">You have <a href="connection_to_line.html" class="topiclink">connected the live chat to a messenger</a>.</li><li style="text-align: justify; line-height: 1.38;">You have selected an app that has a property of the <a href="360009707032.html#account" class="topiclink">Account</a> type in the <a href="create_line.html#connect_request" class="topiclink">To register messages</a> field in the live chat settings. This app item is used to identify the recipient and the session to which the message is sent.</li></ul>
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<p class="p_CodeExample" style="page-break-inside: avoid;"><span class="f_CodeExample">начало внимание</span></p>
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<p style="text-align: justify; line-height: 1.38;">Only users included in the <a href="360006871932.html" class="topiclink">Administrators</a> group can configure the <span style="font-weight: bold;">Send Live Chat Response</span> settings.</p>
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<p class="p_CodeExample" style="page-break-inside: avoid;"><span class="f_CodeExample">конец внимание</span></p>
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<h2 class="p_Heading2"><span class="f_Heading2">Set up the activity</span></h2>
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<p style="line-height: 1.20;">Make sure that you have added the <a href="360009707032.html#app" class="topiclink">App</a> type variable into the process context. It must be linked to the app that is selected in the live chat settings to register messages.</p>
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<p style="line-height: 1.20;">On the process page, in the toolbar to the right of the modeling box, open the <span style="font-weight: bold;">System Elements</span> tab. Drag the <span style="font-weight: bold;">Send Live Chat Response</span> activity onto the diagram and place it wherever the process requires you to send a notification to the client.</p>
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<p style="line-height: 1.20;">Double-click the added activity to open the settings window.</p>
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<h2 class="p_Heading2"><span class="f_Heading2">General tab</span></h2>
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<p style="line-height: 1.20;"><img alt="send_lc_response_01" width="729" height="526" style="margin:0;width:729px;height:526px;border:none" src="send_lc_response_01.png"/></p>
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<ul style="list-style-type:disc">
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<li style="text-align: justify; line-height: 1.20; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-weight: bold;">Name</span><span style="font-weight: bold; color: #ff0000;">*</span>. Enter the text to be displayed in the activity on the process diagram.</li><li style="text-align: justify; line-height: 1.20; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-weight: bold;">App</span><span style="font-weight: bold; color: #ff0000;">*</span><span style="font-weight: bold;">. </span>Select the app associated with the live chat for which you want to configure notifications. The app is specified in the live chat settings in the <span style="font-weight: bold;">To register messages </span>field.<br />
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<br />
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Let’s assume that the messages are saved to the <span style="font-weight: bold;">Complaints</span> app. For each complaint, a workflow process is started to notify the client about the progress of their issue. When the process is executed, a message will be sent to the client that is specified in the complaint being processed. The notification will be sent to the messenger in which the client chatted with the operator.<br />
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<br />
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If there is no such app, you can create a new variable of the <span style="color: #0000ff;"><a href="360009707032.html" class="topiclink">App</a></span> type by pressing <span style="font-weight: bold;">Create New Variable</span>.</li><li style="text-align: justify; line-height: 1.20; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-weight: bold;">Session Type. </span> Specify within which session the notification will be sent to the client. The message can be sent to the session created later than others, earlier than others, to the session with the most recent message, or to all related sessions. This option is useful when several sessions are linked to the item, which is specified in the variable from the <span style="font-weight: bold;">App</span><span style="font-weight: bold; color: #ff0000;">*</span> field. For example, if you have corresponded with the client several times on one complaint.</li><li style="text-align: justify; line-height: 1.20; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-weight: bold;">Message Text</span><span style="font-weight: bold; color: #ff0000;">*</span><span style="font-weight: bold;">.</span> Enter the text to be sent to the client. When doing so:<ul style="list-style-type:circle">
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<li style="text-align: justify; line-height: 1.20; margin-top: 0; margin-right: 0; margin-bottom: 0;">Use the HTML markdown for text formatting. For example, put a single <code><b><br></b></code> tag at the end of the sentence or phrase to start a new line. For paragraphs use the <code><b><p></b></code> <code><b></p></b></code> tags and insert the text between them.</li><li style="text-align: justify; line-height: 1.20; margin-top: 0; margin-right: 0; margin-bottom: 0;">To add <span style="color: #0000ff;"><a href="360028941112.html" class="topiclink">context variables</a></span> of the current process to the text, click on the <span style="font-weight: bold;">{+}</span> icon. You can also add the <span style="color: #0000ff;"><a href="360027003711.html#date_time_function" class="topiclink">DateTime() function</a></span> by clicking on the <span style="font-style: italic; font-weight: bold;">f</span><span style="font-weight: bold;">(x)</span> icon.</li></ul>
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<li style="text-align: justify; line-height: 1.20; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-weight: bold;">Associated object. </span>The activity stream to store the notifications is specified here:<ul style="list-style-type:circle">
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<li style="text-align: justify; line-height: 1.20; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-weight: bold;">Current process. </span>Notifications will appear in the activity stream associated with the process instance.</li><li style="text-align: justify; line-height: 1.20; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-weight: bold;">Context variable. </span>This option allows you to select a variable that stores a specific object, such as an app. The notifications will be stored in the stream associated with this object. If this variable is not filled in when the process is executed, the notifications will come to the process activity stream.</li></ul></li></ul>
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<p style="line-height: 1.20;"><span style="font-size: 13px; color: #000000;"> </span></p>
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<h2 class="p_Heading2"><span class="f_Heading2">Error Handling tab</span></h2>
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<p style="line-height: 1.20; margin: 19px 0 0 0;">An error may occur while sending the notification, for example, if the recipient is not defined or the app item has no session bound to it. On the <span style="font-weight: bold;">Error Handling</span> tab, you can define how the system should behave in this case.</p>
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<p style="line-height: 1.20; margin: 14px 0 0 0;"><img alt="live_notification02" width="619" height="502" style="margin:0;width:619px;height:502px;border:none" src="live_notification02.png"/></p>
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<ul style="list-style-type:disc">
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<li style="line-height: 1.20; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-weight: bold;">Retry</span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">.</span> Select this option to resend the notification:<ul style="list-style-type:disc"><ul style="list-style-type:circle">
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<li style="line-height: 1.20; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-weight: bold;">Number of retries. </span>Specify how many times the system will try to send the notification.</li><li style="line-height: 1.20; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-weight: bold;">Retry delay(sec). </span>Specify<span style="font-weight: bold;"> </span>the delay between the attempts.</li></ul></li></ul></li></ul>
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<ul style="list-style-type:disc">
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<li style="line-height: 1.20; margin-top: 14px; margin-right: 0; margin-bottom: 0;"><span style="font-weight: bold;">Notification</span>. Select this option to inform particular users about the error. You can select the current user, a group of users, an org chart item, or specify a context variable such as process initiator. Please note, that the current user is the user who has completed the task located prior to the Send Live Chat Response activity in the process diagram.</li><li style="line-height: 1.20; margin-top: 14px; margin-right: 0; margin-bottom: 0;"><span style="font-weight: bold;">Interrupt. </span>For the correct operation of the activity, you need to enable the option and then specify in the <span style="font-weight: bold;">Connector</span> field which branch the process will follow in case of an error. The connector specified in these settings will be marked with the <img alt="clip0206" width="24" height="27" style="margin:0;width:24px;height:27px;border:none" src="clip0206.png"/> icon on the process diagram.</li></ul>
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<p style="line-height: 1.20; margin: 14px 0 0 0;">Once you have completed the activity setup, click <span style="font-weight: bold;">Save</span> and publish the process.</p>
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