System Setting [v4.9.3]

For versions:4.9.3

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System Setting

The system setting is a module for managing the entire 3Dolphins application. In general, it presents a list of settings and an input control where the admin user can edit the corresponding value. Usually, system setting on 3Dolphins applications are only accessible to system administrators and supervisors. The system setting consists of :

  1. KAFKA Integration.
  2. SOLR Integration.
  3. Ticket Configuration
  4. SPARK Integration
  5. User Configuration
  6. Bot Configuration
  7. Contact configuration

First, login as ‘Administrator‘, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login‘ page,

Go to Administration and click the system settings menus, then you will see a system settings page such as images below.

Kafka Integration

Kafka Integration allow you to set up 3Dolphins integration with the Apache Kafka module. To integrate it you need to enter the kafka broker and zookeeper server in the Administration menu > System Settings > KAFKA Integration.

Images 1. KAFKA Integration

The KAFKA Integration, consists of:

Field NameDescription
ZooKeeper ServerThis field is for Zookeeper address information.
KAFKA BrokerThis field is for KAFKA address information.

SOLR Integration

SOLR Integration allow you to set up 3Dolphins integration with Apache SOLR Database. To integrate it you need to enter the server address, zookeeper address, username, password and number of mode in the Administration menu > System Settings > SOLR Integration.

Images 2. SOLR Integration

The SOLR integration, consists of :

Field NameDescription
Server AddressThis field is for SOLR Server address information.
ZooKeeper AddressThis field is for ZooKeeper address information.
Cluster ModeThis field for SOLR deployment use cluster or single mode.
Number Of NodeThis field is for the number of Cluster Nodes if SOLR Deployment uses a Cluster.
UsernameThis field is for the SOLR username.
PasswordThis field is for SOLR password.

TICKET Configuration

Ticket configuration allow you to set parameters for Ticket Management. There are various settings that determine the behavior of your tickets. In this section we will outline each setting and discuss how it can be used to achieve the desired effect.

Images 3. Ticket Configuration

Number of Ticket History

The total of ticket numbers that will be displayed in the ticket history list on the 360 ​​customer view.

For example, in the ticket configuration, the number of ticket history is set to 5, so the ticket history list at 360 customer views will only display 5 ticket numbers, as shown below.

Reply Signature

Configuration to add reply signature on the chat ticket.

For example, you can create a reply signature according to your needs in the reply signature field. As in “images 3. Ticket Configuration” above, we make an example of a separator for reply signature i.e stripe (-), so that when a customer’s message is replied by an agent, the message will have a reply signature and nick name of agent that replies to the message.

If you enable reply signature, you will see the contents message from the agent : [message] [reply_signature] [nick_name].

Consider the example image above, you will see content message from the User that consists of :

  • [message] : Hallo apa kabar, ada yang bisa kami bantu ?
  • [reply signature] : ” – “
  • [nick name] : Tina

Enable Watermark On Attachment

Enable watermark on attachment is feature to allows you to apply watermarks to file attachments Customer’s uploaded. A common data type that is apply for watermark i.e image (.jpg and .png) and document (word, excel and pdf).

For example, when a customer sends an attachment file in the form of an image or document, and then the file is opened by an agent or supervisor, the file will have a watermark consisting of :

  • The name of the User who opened the file.
  • Agent or supervisor ID.
  • The date and time the file was opened by User.

Operator Allow Ticket Redistribute

Operator allow redistribute is feature allow to enable or disable the escalate and transfer ticket functions of the operator. If is it function is disable (operator allow ticket redistribute = False), operators can’t see the escalated and transfer function button () like this.

But, if the function is enable (operator allow ticket redistribute = True), operators can escalated ticket to Supervisors or transfer ticket to other groups, like the images below.

Pop-Up Chat On Idle

This feature allow you to see pop-up conversation chat and only works for chats that are directly handled by the agent without going through a bot.

For example, when the agent is idle and no chat conversation that is active or open. Then, the agent receives a new entry ticket, the pop-up chat conversation will open automatically, such as image below.

Enter to Send Chat

This feature allows you to send text in the message box by simply tapping ‘Enter‘.

Severity Required Before Closed

This feature allow you to add severity level on ticket before ticket is closed.

For example, activate the severity required before closed feature by selecting the ‘True’ option. Then, when you close the ticket and the severity has not been entered, you can see a warning notification pop-up as shown below.

Auto Send Feedback

This feature allows you to send feedback automatically when you close a ticket and does not apply to tickets that are closed using the batch closed feature (customer can’t see the feedback if you closed the ticket using the batch closed).

For example, activate the auto send feedback feature by selecting the ‘True‘ option. Then, when you closed the ticket, feedback will automatically send to customer as shown below.

Claim Ticket Count

This field allow you to manage the distribution of tickets from the unassigned tab to the assign tab (the number of ticket distributions to each user at one time).

For example, if you set claim ticket count = 2, then the number of ticket distribution to each user at one time is 2 tickets.

Default Sorting Mode

This field is to configured default tab or unanswered ticket by ascending or descending.

For example, if you set sorting mode to ‘Unanswered > Descending’, you can see the list ticket that is not answered in the inbox team from the date of the new assignment to the date of the old determination, as shown below.

But, if you set sorting mode to ‘Unanswered > Ascending’, you can see the list ticket that is not answered in the inbox team from the date of the old assignment to the date of the new determination, as shown below.

World Sensor on Live Agent Message

This feature allow you to automatically scans reply message from users (Supervisors or Agent) as they are submitted and automatically changes or censors particular words.

For example, enter the words ‘damn’, ‘stupid’, etc. in the ‘word sensor in direct agent‘ field. Then, when the Agent replies to messages from customers using the words ‘damn’, ‘stupid’, etc. The system will automatically change or censor these words.

On the user dashboard (Supervisors or Agent) the word input will be censored as stars (e.g stupid > ******), as shown image below.

But, on the customer, messages from the agent will not be displayed, as shown image below.

Auto Greeting

This field allow you to set automatic messages pop up on chat to invite your customers to chat. The greeting will automatically appear on the bubble message containing the standard text greeting when the ticket is assigned to the agent.

You can set the greeting which are more engaging and interactive in system setting > ticket configuration > auto greeting. For example, you can set the auto greeting is “Halo apa kabar, ada yang bisa kami bantu ?”. So, when a customer sends a message to the agent, this greeting message will automatically be sent to customers, such as images below.

Group Ticket Distribution

This feature allow you to distribution ticket between groups. If you set group ticket distribution to ‘true’, tickets distribution will viewed based on the least number of tickets among the groups. If there are groups with the same number of tickets, tickets distribution will be prioritized to the group that has the longest closed ticket. So, that the distribution of ticket systems between groups can be distributed evenly and Agents on groups always have their optimal load. For example :

  1. If group A has one ticket, group B has two tickets. Then, when there is a new incoming ticket, the ticket will incoming to group A because group A has the fewest tickets.
  2. If group A and Group B both have three tickets being handled, however group A last closed the ticket two minutes ago and group B last closed the ticket five minutes ago. So, when there is a new incoming ticket, the ticket will go to group B. Because group B last closed the ticket five minutes ago.

Ask Feedback Message

This feature allow you to set message that will be sent to customer to give out feedback, as shown image below.

Image URL Link and Font Color for Feedback Link

In the feedback email, there is a header and a feedback link font color that you can set in the system settings > ticket configuration.

For example, consider the image below, the header that says “WHAT CAN AI HELP YOU?” is the images url link inputted in images url link field, fill this with public url that contains images and the recommended resolution for this images is 600 * 200px. In addition, you can change the font color on the feedback link “Rate Our Service” according to your company color in font color for feedback link field, in the image below we use orange.

Feedback Appreciate Message

This feature allows you to set messages to be sent to customers after the customer gives feedback, as shown image below.

Number of Live Chat History

This feature allow you to configurable limit bubble message (history chat) displayed when customer reconnect with Bot or Agent.

Walk in SLA Time (In Second)

This feature allow you to configure SLA response times, usually refer to how quickly you will respond to a technical issue being raised via Walk-in Customer channel.

Closure Types

This feature allow you to add, edit and delete closure type. Closure type will display when you closed the ticket, as shown image below.

SPARK Integration

SPARK Integration allow you to set up 3Dolphins integration with the Apache SPARK module.

Images 4. SPARK Integration

SPARK integration, consists of :

Field NameDescription
SPARK Master AddressThis field is for setting SPARK Master IP Address.
SPARK Web UIThis field is for setting up SPARK Web UI IP Address.
SPARK Executor MemoryThis field is for managing Memory for SPAKR Executor.

User Configuration

The User Configuration section allow you to set up user access, such as how long the password changed every few periods, how long the user account can used, maximum number of login attempt, session timeout of user login and enable LDAP.

Images 5. User Configuration

Password Expiration

Password expiration is one of the fields in the system setting > user configuration, which functions to set the validity and age of the user’s password. An Administrator in order to improve the security of an application, they usually apply a rule where the user password in 3Dolphins must always be changed every few periods.

So, when you set system settings > user configuration > password expiration value is 30, then every 30 days (1 month) you will be asked to change your password.

User Expiration

User expiration is one of the fields in the system setting > user configuration, which functions to set the validity and age of the user’s account. An Administrator in order to improve the security of an application, they usually apply the rule where user accounts in the 3Dolphins application will be blocked if the user account has no activity at all within a certain time.

So, when you set the system settings > user configuration > user expiration value is 2, then if within 2 days the account has no activity at all (login and change password) then the account will be locked automatically by the system. A locked user account will be entered in the blocked user list found in the administration menu > user management > blocked.

Max. Error Login

This feature allow you to set the maximum number of login attempt. You can get an error stating that you have exceeded the maximum number of login attempts. This error is displayed after a user has failed to provide valid login information.

Session Timeout

In this field you can enter how long to wait (in minutes) before logging out of the 3Dolphins application when there is no activity at all in a certain time.

For example, if you set a session timeout of 30 minutes. Then, for 30 minutes the user does not take any action on the 3Dolphins website, then the user will be automatically kicked or logging-out from the 3Dolphins application.

Enable LDAP

This feature allow you to enable LDAP. In the 3Dolphins application, to activate LDAP there are 3 options, i.e Web service, Native and saml. :

  • Web Service and Native

This option allows you to enable LDAP authentication with this type of Web service or Native. When this function is enabled, on the login page, after you enter your username and password, you will be asked to select a group.

  • Disable

This option allow you to disable LDAP.

  • Saml

This option allow you to enable Single Sign-On (SSO) authentication. When this function is enabled, on the login page, after you enter your username, you will be directed to a third-party login page, such as image below.

SAML Identifier Field

This field is an attribute statement used in third-party SAML integration.

User Identifier Field

This field is attribute statement that used on 3Dolphins application.

LDAP Configuration

This feature allow you to add setting LDAP configuration parameter.

Field component explanation :

ParameterDescription
User GroupSelect user group of LDAP authentication.
LDAP URLURL to configure the connection to the directory server.
Base DNBase Distinguished Name for your Active Directory with default value (e.g. dc=example,dc=com).

Example URLs : http://docs.3dolphins.ai/documentation 
Base DN from above URLs is ‘documentation‘.
Based SearchThis field sets where in the schema the query should start searching.
Manager DNFor set the LDAP DN Manager.
Manager PasswordThe password for the username specified in the LDAP username field.
ldap identifier fieldFor setting LDAP Identifiers.
ldap user identifier fieldFor managing User Identifiers.

Bot Configuration

In Bot Configuration, you can set configurations related to dialogue, general, and domain.

Images 6. Bot Configuration
Dialog Configuration

Dialog configuration, consists of :

Field NameDescription
IterationThis field is for the modeling iteration training dialog parameter.
ConfidenceThis field is for the modeling iteration training dialog parameter.
Cut OffThis field is for the modeling iteration training dialog parameter.
General Configuration

General configuration, consists of :

Field NameDescription
Reply API ConfigurationThis field is for setting API reply endpoints.
SDK API ConfigurationThis field is for setting the Endpoint Bot SDK API.
ProactiveThis field is to setting enable or disable Bot (globally).
Bot Memory ServerThis field is for setting the Memory Dialog Bot.
Enable Map on EmulatorThis field is to use the google maps feature in the emulator.
Bot Memory Minimal ConnectionThis field is for managing minimum bot memory.
Bot Memory Maximal ConnectionThis field is to set the maximum memory bot.
NLP API ConfigurationURL NLP API for loading models.
UsernameUsername to access the API Bot.
PasswordThe password used to access the Bot API.
Domain Configuration

Domain configuration, consists of :

Field NameDescription
Response ScoreThis field is to display the total score / response value from the Bot.
Wizard Maximal OptionThis field is to displays the number of suggestions from the bot.
Bot option configurationAllows to configure bot, like option list button image, action, message, subtitle, bot to agent, agent to bot, inactive bot and etc.
Add OptionTo add other option language.
Bot Option Configuration
  • At the domain configuration, click ‘Edit‘ button, you will see a pop up of bot option configuration, as shown below.

Field component explanation :

Field NameDescriptionExample Images
Option List Button ImageWhen the image in the digital library is empty or even damaged, the system will read and replace it using the link contained in the button image list option.
Option List Button ActionYou can configure label on the button.
Example button action : Tanya
Option List Button MessageYou can configure message suggestions from bots.
For example :
When there are several answers to a customer’s question, the bot will give a suggestion message and answer that comes close to the customer’s question.

Example type button message : Mungkin ini bisa membantu 🤔
Bot To AgentSome customers may require human attention. In these cases, you can program the bot to automatically transfer these cases to your customer support team that will use their agents to resolve the problem.
For example :
When customers transfer to a live agent, the bot will automatically send message ‘bot to agent’ to indicate that they are now interacting with a live agent.
Agent To BotEach agent solves the issue and closed ticket from the customer, the system will automatically transfer the message to your bot and send a notification message to indicate that they are now interacting with a virtual assistant (Bot).
Inactive BotYou can configure a message from bot incase the customer service (agents) is currently inactive.
For example :
When the customer tries to contact customer service, but no agent is available, the system will automatically send inactive bot message.

Contact Configuration

Influencer Rate

This feature allows you to help analyze and categorize your Twitter account as an influencer according to the number of followers. So, when you receive a ticket from a twitter account via Twitter mention, you can see the influencer tag in the form of 360 customer view. Influencer tags consist of 4 categories namely, nano influencers, micro influencers, macro influencers and mega influencers.

For example, if you set nano influencers with a range of 1-100 followers. then, when you get a message via twitter mention from Twitter customers who have followers of 98 people, in the pop-up window 360 customer view, the system will automatically categorize the customer as a customer in the nano influencer category, as shown images below.

Data Setting

This feature allow you to add custom field on the 360 customer view.

Customer Identification URL

This feature allow you to add customer identification URL from process flow. When you add this URL, you will find a customer identify field on the ticket activity. But, if the customer identify URL is empty, you can’t find a customer identify field on the ticket activity.

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