LiveChat - gossinteractive.com · End User – LiveChat Button Access to LiveChat for the End User...

LiveChat – Technical Documentation

LiveChat Technical Documentation

Version: 1.0

Last Updated: 13/04/2016

Interactive


Self Service Platform | Content Management | Managed Cloud Hosting | Digital Transformation

Commercial In Confidence GOSS Interactive Ltd 2016

GOSS Interactive Ltd

24 Darklake View

Plymouth

PL6 7TL

England

Tel: +44 (0)844 800 3637

Fax: +44 (0)844 880 3638

Mail: [email protected]

Web: www.gossinteractive.com

All copyrights and trademarks acknowledged

All reasonable precautions have been taken in the preparation of this document, including both

technical and non-technical proofing. GOSS Interactive Ltd and all staff assume no responsibility

for any errors or omissions. No warranties are made, expressed or implied with regard to these

notes. GOSS Interactive Ltd shall not be responsible for any direct, incidental or consequential

damages arising from the use of any material contained in this document. If you find any errors,

please inform GOSS Interactive Ltd. Whilst every effort is made to eradicate typing or technical

mistakes, we apologise for any errors you may detect. All courseware and technical documents

are updated on a regular basis, so your feedback is both valued by us and will help us to

maintain the highest possible standards.




Contents

Components................................................................................................................................................. 3

End User – LiveChat Button ................................................................................................................... 3

Customisation Options ........................................................................................................................... 3

End User – Chat Session ......................................................................................................................... 3

Agent – Chat Client .................................................................................................................................. 4

Agent Pre-requisites.................................................................................................................................... 6

Chat Client Pre-requisites ...................................................................................................................... 6

Infrastructure Pre-requisites ................................................................................................................. 6

Chat Protocol and Network Port ....................................................................................................... 6

Proxy Support ...................................................................................................................................... 6

Network / Firewall Restrictions ......................................................................................................... 7

End User Pre-requisites .............................................................................................................................. 7

Transport Security ....................................................................................................................................... 8

End User to LiveChat .............................................................................................................................. 8

Agent to LiveChat .................................................................................................................................... 8

Credential Security ...................................................................................................................................... 9

Client Side................................................................................................................................................. 9

Server Side ............................................................................................................................................... 9

Client to Server Authentication ............................................................................................................. 9

Appendix A – Definitions .......................................................................................................................... 10

Appendix B – Infrastructure Overview ................................................................................................... 11

Appendix C – LiveChat Configuration Options ...................................................................................... 12




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Components

This section describes the components used in end to end LiveChat communication and how

they interact with one another.

End User – LiveChat Button

Access to LiveChat for the End User is provided through a link embedded into the customer’s

website, the link is rendered by a page snippet that loads a JavaScript file hosted on GOSS

Interactive’s LiveChat service.

This link is rendered as an image that indicates the availability of LiveChat. The client needs to

supply GOSS with the relevant online and offline images if they want to customise the images

rendered by the page snippet.

The only change required to the website in order to provide access to LiveChat is the embedding

of the JavaScript snippet on the pages they want to link to LiveChat.

If the client is using GOSS iCM to power their website we will supply an “Inline” that can be used

to embed the LiveChat link in any article.

Customisation Options

The LiveChat product includes standard images for the LiveChat online and offline buttons and

other elements of the Client. These can be downloaded from www.gossinteractive.com/livechat-

download.

If a client wishes to use their own images for the LiveChat buttons these should be provided to

GOSS when the LiveChat Configuration document is returned (found in Appendix C). We

recommend using the sample images as a guide for size and image quality.

End User – Chat Session

Once the End User has clicked the link on the client’s website to access LiveChat, a pop-up

window will open from where the rest of the interaction will take place.

From this point onwards the service being accessed is entirely hosted by GOSS Interactive and

does not rely on the client’s website.

If an Agent is available to take the request the window will present the end user with a set of

questions that need to be answered before a LiveChat session will be started. These questions

are customisable and the answers will be available to the Agent once they pick up the chat

request.




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After the chat session has ended the End User will get the option to have the transcript sent to

them, again this will be performed by the service hosted at GOSS Interactive, and there is no

dependency on the website.

Agent – Chat Client

The Agents representing the company connect to LiveChat using a standalone client that has to

be installed on their local machine. This client uses the XMPP protocol to connect to the LiveChat

services hosted at GOSS Interactive.

The Spark Client and installation instructions can be downloaded from

www.gossinteractive.com/livechat-download




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From the chat client the Agent will manage incoming requests, have the ability to speak to

colleagues and can join a specific workgroup.

Agents can select pre-written answers (Canned Responses) to common questions or type

responses into a free text box to send to the client.

The current Windows client supplied is not an MSI based installer, which means that it’s currently

not compatible with services such as Microsoft Application Virtualization or Windows

Deployment Services.




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Pre-requisites

Agent Chat Client Pre-requisites

The client for the Agents to use the LiveChat service has to be installed on their local

workstation.

Our current LiveChat client is based on the open source Spark IM client.

The system requirements are:

Component Minimum requirement

Operating

System

Windows XP, Windows Vista or Windows 7

Hard disk 100 - 150MB Free Space

Processor 1Ghz

Memory Client application requires 80 – 100MB of memory

Other requirements and caveats:

Initial installation requires Administrator privileges on the target machine

Roaming profiles are not supported

Deployment through WDS or Microsoft App-V is not supported

Also see Infrastructure Pre-requisites

Infrastructure Pre-requisites

Chat Protocol and Network Port

The protocol used by the client running on the Agent’s work station is XMPP, a well-documented

and widely implemented communication protocol. XMPP is used in a lot of well-known chat

services, including Google Talk, Microsoft Messenger, Skype and Facebook Chat.

The port used for XMPP communication is TCP port 5222, the connection will always be initiated

by the client, and thus only one way traffic support is required.

Proxy Support

The most important infrastructure requirement to note is that the LiveChat client will require a

directly routable network connection to the LiveChat services hosted by GOSS Interactive.

LiveChat provides real time chat communication and for that reason it keeps a continuous

connection open with the LiveChat service. This and the fact that it’s not a HTTP based protocol




Page 7 of 14

means that we do not support the use of a proxy between the Agent’s LiveChat client and the

LiveChat service hosted by GOSS Interactive.

It can still be routed through firewalls and/or gateways that do content inspection; however it

should be noted that the traffic will be encrypted with TLS SSL meaning that content inspection

will not be very effective.

Network / Firewall Restrictions

If communication from an Agent’s work station has to be locked down to specific targets then

the following source and destination ports and networks should be configured to lock down the

connection:

Source Destination

IP Address Work station IP address 212.104.147.47

Hostname Work station host name livechat.gossinteractive.com

Port TCP port >1024 TCP port 5222

The connection will always be initiated from the client to the server; communication back from

server to client will always go over an already established TCP connection.

All active chat sessions will be routed over a single TCP connection, which means that there

should only eve be a one open connection to “livechat.gossinteractive.com” on TCP port 5222.

Please bear in mind that this traffic will need to be allowed through any firewall that is placed

between the Agent’s work station and the internet, including the local Windows Firewall.

See also Appendix B – Infrastructure Overview.

End User Pre-requisites

For an end user to be able to use LiveChat a modern browser supporting JavaScript is required.

Known working browsers are:

Internet Explorer 8, 9 and 10

Google Chrome (up to current version as of writing: 31.0.1650.57)

Mozilla Firefox (up to current version as of writing: 25.0.1)




Page 8 of 14

Transport Security

End User to LiveChat

The End User’s chat session is entirely browser based, using HTTP with TLS/SSL encryption. This

is identical in encryption level to any other website that has been secured using HTTPS.

The certificate used to encrypt communication to “webchat.gossinteractive.com” has been

generated using a 4096 bit RSA key and has been signed by Geo Trust as a Certificate Authority

that is trusted by all modern browsers.

There is no support for weak ciphers or protocols, as required for full PCI compliancy.

Agent to LiveChat

The Agent’s connection to the LiveChat services is secured using TLS/SSL over implicit XMPP,

which is enforced by the server.

This does mean that the initial connection is unencrypted; however an encrypted channel is

enforced before any authentication can occur. This is further detailed in the Credential Security

section.

The certificate used to encrypt communication to “livechat.gossinteractive.com” has been

generated using a 4096 bit RSA key and has been signed by Geo Trust as a Certificate Authority.




Page 9 of 14

Credential Security

This section only applies to Agents, there is no authentication required for End Users.

Client Side

On the client side, when an Agent ticks the “Save Password” option in the client, it will store the

password in the local user profile with 3DES encryption in ECB mode.

However this is a reversible encryption method, similar to users remembering their passwords in

a browser.

Server Side

On the server side, the Agent’s credentials are stored with encrypted using a unique key.

Client to Server Authentication

The connection and authentication to the LiveChat service is done as follows:

The LiveChat client initiates an XMPP connection to the LiveChat service using TCP port

5222

The server will respond with a list of supported features, including the requirement to

use an SSL connection

The client will initiate the negotiation of an SSL connection by using a STARTLS command

The server and client will negotiate a secure TLS SSL connection

Only after a TLS SSL connection has been established the client will transmit base64

encoded credentials to the server for authentication

If the client attempts to issue any commands before establishing a secure connection the service

will forcefully disconnect the client to prevent the transmission of credentials in plain text.




Page 10 of 14

Appendix A – Definitions

The following definitions apply within the context of this document:

“LiveChat” means the service as a whole provided by GOSS Interactive.

“LiveChat client” means the application used by the Agents to access the LiveChat service

“End User” refers to the user whom will be using the LiveChat service to interact with a

representative of the client’s organisation.

“Agent” refers to the representative of the client’s organisation who will manage and

respond to incoming chat requests from end users.

“Website” refers to the website the live chat service will be accessed from by the end

user.




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Appendix B – Infrastructure Overview

Here’s a very basic network diagram showing the communication protocols for the end user and

the Agent:




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Appendix C – LiveChat Configuration Options

This section outlines the configurable elements used when a LiveChat implementation is

delivered by GOSS Interactive. The GOSS Support Team will guide you through these options.

Handover

No. of Workgroup(s) Maximum of one workgroup for period.

No. of users entitlement Maximum of three users for trial period.

Configuration

Workgroup *

Workgroup name <client>

Queue(s) for workgroup N/A

Canned responses:

Please specify if you would

like any global canned

responses (i.e. Office

opening times)

Offline settings:

Please specify an option

and relevant information

Option 1: Redirect to a webpage

URL:

Option 2: Display email form

Email address (recipient of submission):

Subject:

Offline Text:

Transcript:

Please specify the text

required when a transcript

is sent to the end user

From:

Email address:

Subject:

Message:

Default option:

From: <Organisation name>

Subject: Copy of the transcript from your online enquiry

Message: Hi,

Please find attached a transcript of your online

conversation with us.




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Regards,

<Organisation name team>

Images *:

If you would like to provide

images rather than use the

defaults provided, please

send the relevant zip of

images to be used and

reference below

Only GOSS standard branding applied for free trial.

Agent typing button N/A

Background N/A

End Button N/A

Offine button N/A

Online button N/A

Send Mail button N/A

Send Message Button N/A

Title Logo N/A

Agents

Agents Please list the agents: Firstname Lastname, and email

address

Queue (if applicable)

Queue: <please specify> N/A

Queue: <please specify> N/A

Room monitors

Please list users who are

allowed to listen in on

other agents conversations

without showing their

presence in the

conversation

N/A

Download transcripts

Please specify which user(s)

you would like to be able to

List of users who can download transcripts




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download chat transcripts

from the GOSS website

* Repeat these as many as required depending on the number of workgroup purchased

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