Humany Plugins

This is loading and configuring humany widgets implementations version 4. ACE-specific plugins are configured.

Plugins for ACE Contact Centre - ACE Knowledge widgets integration

Prerequisites

• This version of @telia-ace/humany-plugins requires ACE Web SDK 20.1 or higher.
• This plugin works with ACE Knowledge Online Widgets v4.1. See lowest compatible versions in dependencies for @humany packages in package.json.

Overview

ACE Knowledge was formerly branded Humany. ACE Knowledge is a FAQ database, but at the same time "So much more than FAQ", See the Telia ACE Showcase. Among many things, ACE Knowledge has ready-to-use widgets for web pages. The FAQ and the widgets can connect to manual customer service, such as Telia ACE, if needed.

The plugins in this package are used for connecting Telia ACE Contact Methods in the ACE Knowledge widgets with Telia ACE Web SDK API.

There are five plugins:

1. ACE Callback Plugin
2. ACE Chat Plugin
3. ACE Email Plugin
4. ACE Phone Plugin
5. ACE Contact Method Info Plugin

The first two plugins connect the APIs from ACE Knowledge and ACE Web SDK. Number 3 and 4 sends email or suggests a telephone number, but can show information from the ACE system as provided by plugin number 5. This one provides all the other four with information about the contact centre such as expected queue times and opening hours.

Getting started

If you load Telia ACE Web SDK, just enable the ACE Knowledge plugins in the configuration. These plugins and Knowledge widgets are bundled in Telia ACE Web SDK from version 15.1.

If you build from packages, you probably know how to configure and load the ACE Knowledge widgets. In order to load these plugins, add code like

window.humany.configure((config) => {
    config.plugin(AceCallbackPlugin, settings);
    };

for each plugin.

import {
  AceContactMethodInfoPlugin,
  AceCallbackPlugin,
  AcePhonePlugin,
  AceEmailPlugin,
  AceChatPlugin,
} from '@telia-ace/humany-plugins';
.
.
.
    // ACE Callback
    const aceConfig = getConfig('cgoConfig').aceKnowledge.callback;
    config.plugin(AceCallbackPlugin, {
      texts: callbackStrings,
      ...aceConfig,
    });

    // ACE Phone (IVR)
    config.plugin(AcePhonePlugin);

    // ACE Email
    config.plugin(AceEmailPlugin);

    // ACE Opening Hours and Queue Status
    config.plugin(AceContactMethodInfoPlugin, {
      texts: contactMethodInfoStrings,
    });

    // ACE Chat
    config.plugin(AceChatPlugin, {
      texts: chatStrings,
    });

Build process

This component is compiled with typescript.

The dependencies have to be declared as depenencies, not peerDependencies. yarn workspace does not use peerDependencies when determining the topological order. So if a package not is built, the typescript compiler won't find any type-info in the dependency, and it fails. (For javascript, that we compile with babel, there is no type check, so if a dependency not is ready in compile time, it does not matter. So using peerDependencies in the js packages works.)