Nuance Automaton/Rich Media Framework

Following PreChat Survey features are supported.

Survey results are send to agent as datapass.

Automaton Decison Engine can route the engagement to different AG and BU upon survey submission.

Surveys can be configured to check the agent availability post submission before routing the engagement.

Form controls that are supported by the framework are Input, Label, Checkbox, Radio Group, Heading, Select, List, Alert, Button.

Automaton allows surveys and guides to be displayed in more than one pages.

Surveys can decide the type of engagement to start post completion of the survey, either CALL or CHAT.

Importing NuanceGuide.framework to your workspace

Refer the quickstart page for the instructions.

Adding Automaton to your Application

Add an Event Observer to your view Controller to receive start chat notification upon guide completion.

Below code changes are only required if Application uses prechat survey

    /* Import the following statement*/
    import NuanceGuide
   

      NGNotificationCenter.addEventObserver(self, selector: #selector(self.recieveStartChatNoti), name: NSNotification.Name(rawValue: kStartChatNotificationName), object: nil)
    

Add a selecter to receive the notification

NGEngageEventData object in the NSNotification parameter contains the datapass and routing information

NGEngageEventData.data object contains routing information.

NGEngageEventData.datapass object contains datapass information.

      @objc func recieveStartChatNoti(noti:NSNotification) -> Void {

        var vc:NuanceMessagingViewController;

        if(NuanMessaging.getInstance().getChatProgress()) {
            vc = restoreMessagingViewController(webview:nil);
        } else {
            vc = launchMessagingViewController(params: self.getEngageParameters(chatEventData: noti.object as? NGEngageEventData))
        }
        self.setupMessagingUIProps(vc:vc)
        self.present(vc, animated: false, completion: nil)
    }

Parse routing and datapass from NGEngageEvent Data

    ffunc getEngageParameters(chatEventData : NGEngageEventData?) -> EngageParameters{
        var engage = EngageParameters()
        engage.siteID = "10003715"

        //engage.autoID = 18000492


        if (chatEventData != nil) {
            if(chatEventData?.data != nil) {
                engage.agentGroupID = chatEventData?.data["agID"] as? String
                engage.businessUnitID = chatEventData?.data["buID"] as? String
                engage.businessRuleID = chatEventData?.data["brID"] as? String
                engage.openerText = chatEventData?.data["openerText"] as? String
            }

            if(chatEventData?.datapass != nil) {
                engage.customerName = chatEventData?.datapass["customerName"] as? String
                engage.dataPass = chatEventData?.datapass as? [String : String]
            }
        }
        if(engage.agentGroupID == nil) {
            engage.agentGroupID = "10004026"
        }
        if(engage.businessUnitID == nil) {
            engage.businessUnitID = "13000508"
        }
        if(engage.businessRuleID == nil) {
            engage.businessRuleID = "20000"
        }
        if(engage.openerText == nil) {
            engage.openerText = "Hi How may i help you"
        }
        if(engage.customerName == nil){
            engage.customerName = "Test"
        }

       return engage;
    }

    

Displaying Guide in the App.

     var vc:NuanceMessagingViewController;
        if(NuanMessaging.getInstance().getChatProgress()) {
            vc = restoreMessagingViewController(webview:nil);
            setupMessagingUIProps(vc:vc)
            self.present(vc, animated: false, completion: nil)

        } else {


            NGGuideManager.sharedInstance().getGuideConfigs("1001") { (responseDic : Dictionary?, error : Error?) in
                if (error == nil) {
                    let properties : NGGuideNavProperties = NGGuideNavProperties.init()
                    properties.title = "Welcome PreChat Guide"
                    properties.titleColor = UIColor.white
                    properties.closeImage = UIImage(named:"ic_action_close.png")
                    properties.iconImage = UIImage(named:"ic_action_mail.png")
                    properties.styleJson = style as String?
                    let guideInfo = try! NGGuideInfoData.init(dictionary: responseDic)
                    let navVc : NGGuideNavController = NGGuideNavController.init(properties : properties, guideInfo : guideInfo)
                    navVc.navigationBar.barTintColor = UIColor.blue
                    DispatchQueue.main.async {
                        self.present(navVc, animated: false, completion: nil)
                    }

                } else {

                    var vc:NuanceMessagingViewController;
                    vc = launchMessagingViewController(params: self.getEngageParameters(chatEventData: nil))
                    self.setupMessagingUIProps(vc:vc)
                    self.present(vc, animated: false, completion: nil)
                }
            }
        }
    

NGGuideNavProperties

Create style JSON file.

Style information for Guide elements are described in JSON format

      let filePath = Bundle.main.path(forResource: "guide_cus", ofType: "json")
      let data = NSData.init(contentsOfFile: filePath!)
      let jsonDic:NSDictionary = try! JSONSerialization.jsonObject(with: data! as Data, options: JSONSerialization.ReadingOptions.mutableContainers) as! NSDictionary

      let style:NSString = NSString.init(data: data! as Data, encoding: String.Encoding.utf8.rawValue)!
     

Defining styles information in style.json

      {
    "guideContainerDefault":{
        "padding":5,
        "background":"#fafafa",
    },
    "guideHeadingDefault":{
        "textSize":16,
        "textStyle":"HelveticaNeue-Bold",
    },
    "guideItemContainerDefault":{
        "background":"#fafafa",
    },
    "guideInputDefault":{
        "padding":10,
        "marginLeft":0,
        "marginRight":0,

        "textSize":14,
        "textColor":"#303030"
    },
    "guideButtonDefault":{
        "background":"#D7E3D9",

        "textSize":16,
        "textColor":"#EEB422",
        "textStyle":"HelveticaNeue-Bold",
        "hightedTextColor":"#EECBAD",
        "disableTextColor":"#666666"
    }
}
     

Styling Rich media

Use below bool properties to enable and configure the rich media containers.