How to handle chat bot interactions

Customers access a web chat control in a Web browser to generate interactions with Altitude.

In the following examples, the customer accesses a URL in a Web browser to start the web chat control, which starts an interaction with the chat bot and a human agent.

Security issues regarding the customer web chat URL

By default, the URL contains the web chat secret key of the chat bot in plain text. The URL can be reusable, which can have security issues, and does not ensure that Altitude knows which customer is using the web chat control.

To avoid the security issue, you can configure an entry point in the chat bot configuration file, using the EntryPoints tag:

<appSettings>

(...)

  <add key="EntryPoints" value="[

    {

      id: 'mysitelocation',

      channel: 'WebChat'

    }

  ]" />

(...)

</appSettings>

In the following example, the customer web chat control sends an entrypoint to the chat bot through the URL parameter entryPoint.

The script displayed is only an example. You must adapt and customize the script for your specific project, according to the project requisites.