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Introduction

In Hornbill, Live Chat is available in both the Service and Customer portals, an optional popup can be displayed giving quicker access to a chat agent.

Application Settings

This document details the configuration keys used across the application for managing notifications, self-service chat functionality, and user interface preferences.

1. Notification and Assignment Settings (app.setting.notification.*)

These settings control how and to whom new session notifications are routed.

Setting Key Description Value Type Example Value
app.setting.notification.notificationMessagePopup Controls whether a small pop-up or toast notification is displayed when a new message is received within an active and assigned chat session. Boolean (True/False)
app.setting.notification.notificationPopup Controls the primary display method for new session assignments or general system notifications (e.g., desktop notification, in-app banner). Boolean (True/False)
app.setting.notification.team Specifies the default team or group responsible for receiving new session assignment notifications. This is typically the queue for unassigned sessions. String 1stLineSupport

2. Agent-Side Self-Service Configuration (app.setting.selfservice.*)

These settings manage the overall operational status and capacity limits of the SelfService chat functionality from the administrator’s perspective.

Setting Key Description Value Type Example Value
app.setting.selfservice.busy Temporarily enables or disables the SelfService chat functionality. When disabled, an “unavailable” or busy message is typically displayed to end-users. Boolean (True/False)
app.setting.selfservice.enabled The master switch to globally activate or deactivate the SelfService chat feature. Boolean (True/False)
app.setting.selfservice.maxChannels Defines the total number of pending or active chat sessions the system will handle before displaying a ‘busy’ message to subsequent visitors. Integer 5
guest.app.setting.selfservice.inactivity.timeout Time in minutes before an un accepted session is auto closed, 0 = timeout disabled. Integer 0
app.setting.selfservice.operationalCalendar References a service level calendar used to determine the official working hours of the chat service. String 247

3. Application View and Internal State (app.view.*)

These are typically transient or internal settings that store the current state or user preferences within the application’s view layer.

Setting Key Description Value Type Example Value
app.view.event.userNotifications An internal object used to store active or queued user notification objects within the application’s view state for display. JSON Object {}
app.view.sessions.status.filter Stores the user’s preference for which session statuses (e.g., ‘Active’, ‘Pending’, ‘Closed’) are filtered and visible in the main Sessions List view. JSON Array of Strings []

4. Guest/Client-Side Self-Service UI (guest.app.setting.selfservice.*)

These settings control the appearance and behavior of the SelfService chat interface as seen by the end-user/guest.

Setting Key Description Value Type Example Value
guest.app.setting.selfservice.popup.showChatConfirmation Controls whether the end-user sees a confirmation message (e.g., a modal) before the chat session is fully initialized and starts transferring data. Boolean (True/False)
guest.app.setting.selfservice.popupConfig A JSON-encoded object containing CSS style properties used to customize the visual appearance of the SelfService chat pop-up window (e.g., colors, borders, and radii). JSON String/Object {"border-top-left-radius":32,"border-top-right-radius":32,"background-color":"#ffffff","border-color":"#47536d","border-width":2,"border-bottom":"0"}
guest.app.setting.selfservice.showSSPopup The master toggle to enable or disable the display of the initial SelfService pop-up window that invites the guest to chat. Boolean (True/False)

Configuration and Customisation

Configuration

Setting Name Description Default
Enabled Enable / Disable Chat functionality in the Self Service Portal False
Busy Manually enable the Busy Message preventing any new sessions False
Show Self Service Popup Enable the Self Service Popup True
Notification Team Team used to send New Chat Session Notifications
Maximum Active Channels Maximum number of pending and active sessions, once this number is reached new sessions will be prevented and the customers will be shown a busy message 5
Operation Calendar Service Level Calendar used to provide working hours for when Self Service Chat is available

Customization

Setting Name Description Default
Border Radius Top left and right border radius in pixels for the popup 0
Background Colour Background Colour for the Popup Blue
Icon & Header Colour Colour of Chat Icon and header text White
Show confirmation message on the popup before initiating chat Show a “configurable” message after the user clicks on the icon, to confirm they want to start a chat session false
Confirmation Question The confirmation message if the above option is ticked, this message supports wiki markup Have you taken a look at our FAQ’s, as you may be able to find the answer to your question here
Confirmation button The confirm button text Continue to Chat
Close button The close button text Close
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