Getting started - What are all the administration tasks / options?

An administrator has the following options/tasks to perform:

  • Create User
  • Add Users to Team
  • Create Channel
  • Add Teams to Channel
  • Create/Delete Solution
  • Activate/Deactivate Solution
  • Create/Delete Assistant
  • Generate Reports
  • Add/Configure External Messengers
  • Translation
  • Customise Bot responses/messages
  • Settings
  • Logs
  • Engine configurations

Administration

Users

Administrators can see the list of users with details such as Full name, Alias or user name and their status. Administrators can also create new users or invite them as required.

Note: Chyme is usually auto provisioned i.e. once the Administrator configures allowed email domains, anybody with a valid email in the allowed domains can sign up. Chyme can also be configured to be “administered” only wherein users can be created only by the Administrator.

Add User:

A new user can be added in multiple ways:

Create user manually: Administrator has to provide the Alias or user name, First name, Last name and Email id. The user will receive an email to activate their account by clicking the verification link.

Invite People: Administrator can invite one or more users via their email ids. Users will get an invitation mail on their respective email ids and can follow the instructions to create their user accounts.

Note: When the Administrator has configured certain domains for auto provisioning, it may still be necessary to add users (such as externals, vendors etc.) who do not have email ids on the domains. It is also not desirable to allow anyone from public domains such as gmail.com to be allowed to sign up. In these cases, administrators can invite people with emails on any domain and the specified users will be able to sign up securely.

Import Users: Admin can import a .CSV formatted file to create users in bulk. This is useful when users from other systems such as MS ADS need to be imported to Chyme. Export the data into a simple csv format and then you can import into Chyme.

View User:

By selecting a user in the list, Administrators can view the details of the user. Administrators can also change the role of a user. Administrators also have access to detailed information such as the Teams the user belongs to, Channels subscribed to and their associated devices.

Team user belongs to: Shows the list of teams the user belongs to.

Channels subscribed to: Shows the list of channels to which user has subscribed and the subscription date.

Associated Devices: Shows the list of mapped devices and the last login time on that device.

Teams

A Team is usually a department or other logical grouping of users that is reflected in the organization structure. Teams can only be created by Administrators. Users cannot join or leave teams, only administrators can add/remove users from the team. A team can receive messages on the team alias or can also subscribe to other channels. Teams can subscribe to messages and alerts from multiple channels also.

Create a Team: Administrators can create the team and add users.

Subscribe to channels: A channel is a one way link. Teams which are subscribing to channels will receive the notifications which are sent in that channel. If a team wants to subscribe to a channel switch to Channels subscribed To tab in the team details screen and click on the  icon in the end of that row and select a channel from that list and click on the Subscribe button.

Channels

A Channel is a means to exchange messages between Users and Assistants. There are three types of channels available in Chyme viz.

 

Announcement Channel: An announcement channel is a one way channel i.e only an Administrator or other authorized users can post to this channel. Note that normal users cannot respond to messages on such channels. Administrators can subscribe the teams and/or users to which these messages are posted. Users can automatically be subscribed to such channels or they can be allowed to choose. These various options allow companies to use Chyme Announcement Channels as an effective alternative or additional means to disseminate information that is typically posted on the Intranet.

Collaboration All: Any user in the domain can collaborate via this channel i.e messages can be exchanged two way between users. Administrators can configure whether users are auto subscribed or they can choose to. Additionally Administrators can also configure on whether users can unsubscribe to the channel or not.

Collaboration: This type of channel allows private communications between the members to the channel. Only members can post messages via the channel and they cannot unsubscribe either.

Solutions and Assistants

Solutions

Administrators can view the list of available solutions. By default no filters are applied and all the available solutions are displayed. You can select the filter option on the top menu bar to filter the solutions. Click on a solution to Activate, Edit or Deactivate, Delete the solution. Solutions are made up of solution bundles. Bundles are a logical grouping of bots and a solution can have one or more bundles. For e.g. if a solution is in production, additional functionality can be added via a new bundle and moved to production after testing in sandbox.

Activate a solution: Click on the solution card to display the technical name of the solution, Bundle name, Associated systems and Associated  Bots. You can then click on the Activate button to activate. In the first step choose an Assistant from the list or create a new assistant and map that to the solution. Then click on the next icon which contains the System Configuration. Click on it to update the associated system’s configuration and then click on Complete Activation to finish.

Edit or Deactivate a solution: If a solution is already activated and you want to edit the system configuration or deactivate the solution itself then click on the solution card and select Advanced to edit the configuration or select Deactivate to deactivate it.

Delete a solution: If a solution is no longer required, you can delete the solution. Note that an activated solution cannot be deleted and you will need to deactivate it before deleting. Click on the delete icon to delete the solution.

Advanced Bot Configurations

Bots in Chyme are individual commands or events that a Digital Assistant is aware of and interfaces with to execute your tasks. Chyme bots are of 2 types:

Command Bot: Command is basically a “Requests from a User”. Commands are typically initiated by the user via a text message. Commands are flexible and can initiate the bot and request for required data or accept the the message and input data together to process and respond with the latest info.

Event Bot: Event is an alert or notification of a change that has occurred in a backend system such as SAP or Salesforce and is posted to Chyme for action. Events are initiated by external systems via an event webhook. The event bot accepts the message and the event data to process.

Solutions are made up of Commands and Events. You can select any Command or Event and setup advanced configurations like Distribution Rule, Custom Messages, Follow Up actions etc.

 

How to setup Subscribers: The event bot’s response shall be published to subscribers of the event.  Event subscription is done in the Chyme Digital Assistant Configuration using the web app by selecting a Digital Assistant with an activated solution.  All bots (Commands and Events) are displayed and clicking on the bot will allow the advanced configuration. Additionally, the event can also choose to publish this information to other users, groups, channels and teams in Chyme. Recipients can be channels, teams or individual users. You can search for recipients and add them to the distribution rule.

 

How to setup Rules: Chyme supports three different types of Distribution Rule: None, Always and Conditional.

None – In case of a command setting to None means the response would only be sent to the caller or “self”.  Normally you would not want the output of a command to be sent to anybody other than you but in specific cases where required please add additional subscribers or recipients.  Remember setting to None for an event implies that the response will never be sent.  You would choose that only if the distribution is decided programmatically in your bot implementation,

Always – This mode will send the response always to the subscribers selected.  You can customize the message text and use data from the bot via parameters. You can also add Follow Up actions that will typically be displayed as smart buttons in the messenger you are using.

Conditional – This mode allows to set up responses based on the actual data that the bot has provided.  You can add/define your own rule/rule-set based on the list of fields available in entity along with conditional clause and operators. For e.g. you can choose to alert Finance Assistants team when  PO value is less than 1000 $ and for higher values also alert the Finance Managers. (the rule would be similar to “PO_VALUE” field, “less than” is Operator and “1000” subscribers are “Finance Assistants”).  Conditional business rules allow you to configure different rules based on data and distribute them to different recipients without any development.  Additionally for each rule you can also customize the message sent and the follow up actions.  Optionally you can also provide a “failure” message so that the bot will let the user know about it. For e.g a user might want to retrieve details of a PO # 12345 but since her role does not allow her to view these details, a corresponding response “Sorry, you are not allowed to view that PO” can be sent.

Assistants

Chyme works with users through Digital Assistants. Like human assistants, digital assistants can understand natural language and provide suitable responses. Chyme digital assistants are conversational. So digital assistants expect voice or text messages in natural language queries and provide responses as natural language text messages (can be enhanced based on the messenger’s capability) or voice.

An assistant can be created either while activating a solution or separately vua the  icon in the bottom right corner in the assistants list screen. You can set an icon for the assistant (this is what all your users will see when they converse with the assistant) give an unique assistant name (lower case is recommended), description. You can optionally choose the assistant’s language if you want to fix the language that the assistant will converse in. Chyme assistants can speak any language and is explained in greater depth in the Translation section.

Note: Assistant language by default set to English. If you want the assistant to respond to multiple languages then additionally configure the translation Engineand translation API in Admin settings screen.

Click on Next to continue the assistant creation process. You can optionally enable the webchat for that assistant. Web chat allows you to embed the assistant in a web page or web app (and respond with the solution that the assistant understands to your users). Click the next button again to continue with the configuration. A list of external messengers (if available) are displayed that you can choose. If you have not already created an external messenger, just click on Create to create a new one.

You cannot delete an assistant if it’s mapped to any of the solutions. First deactivate the solution to free up the assistant and then delete the assistant.

Webhooks

Webhooks as the name suggests are inbound URLs that can be called by external systems to post messages or data to Chyme. Chyme supports two types of webhooks:

  • Event Webhooks:
    • Event webhooks are supported via the Event Bots created in the Chyme Bots Bundle
    • For each system (based on system name) there is a single webhook created for all events under the system
    • Event webhook is created when the Chyme Solution is activated
    • Event webhook URL can be copied from the Chyme Web App->Admin Menu->Solutions->Webhooks
    • External messengers call the event webhook URL to post data (data can be in any format – event bot code has to interpret the incoming data)
    • Event bot associated with the event webhook gets called when the event webhook is called from the external system
    • Event bot can post the event data to any users, teams or channels after processing the data
    • Event webhook can contain any plain text or structured text (JSON, XML, etc.) content in the http request body
    • The content if the http body is given as a String to the Event bot for processing
  • Message Webhooks:
    • Chyme allows messages to be posted directly to end users, teams or channels bypassing the bots
    • System that requires to post a message directly has to be added to the Chyme Bots Bundle
    • Create a Webhook on the system from Chyme Web App->Admin Menu->Solutions->Webhooks->Create Webhook
Name Value Comments
Webhook Name <Any name>
Description <Any description>
System <Choose system> Or create a system and choose

 

  • Enable the webhook and copy the URL
  • Post messages to the webhook using the URL along with the following parameters:
Name Value Comments
message <message to the user> Mandatory. Message sent to the users messenger.
assistant  <assistant name> Mandatory. Assistant name on which the message is posted in the messenger.
recipients  <email id or channel name> Mandatory. Recipients who should receive the message. Can be one of the following:

  • Email id of the user
  • Channel or group name (group of users part of the channel or the group)
data <business entity json> Optional. Business entity JSON that Chyme can use for short term and long term context

 

  • Message is posted to the recipients directly via the Chyme server

Systems

Chyme supports multiple systems such as:

  • ERP – SAP ERP, SAP S/4 HANA, NetSuite etc.
  • CRM – SAP CRM, SalesForce etc.
  • Databases – SAP HANA, MSSQL, Oracle, MySQL
  • Others – SAP Concur, Microsoft SharePoint etc.

In addition Chyme can help you build bots for any REST or SOAP based system. Given the open architecture that Chyme supports, with additional libraries you can also connect to any third party system.

Solutions in Chyme are made up of Bots that communicate with any of the supported systems to fetch, add or update information. This could be an employee creating a leave request in a HR system or approving a purchase requisition or your vendor checking an order status in your retail system.

Deploying new solutions

Bot store

User can see a list of solutions which are all available. By default screen loaded with no filters so all the available solutions will be shown. User can select the filter option on the top menu bar to filter the solutions.

 

Public Repository option is available in Solutions that will show the list of bots which are available in the public bot store. Click on the Copy button to copy the solution to current instance and click on that solution to activate it or click on Copy and Activate to copy and activate the solution directly.

Your custom bots

Using Chyme Bots Builder and Chyme web Configuration you can build your own custom bots. Once your bot definition is deployed to Chyme User can search for deployed Solution in List. Activate the Solution and associate Assistant to it.

Activate a solution: User needs to click on the solution card then in the next window user can see the Technical name of the solution, Bundle name, Associated systems, Associated  Bots. User has to click on the Activate button and choose an Assistant from the list or create a new assistant and map that to the solution. Then click on the next icon which contains the System Configuration. Click on it to update the associated system’s configuration and then click on Complete Activation to finish.

Translation

What languages can my assistant speak?

Assistants can communicate in all languages supported by Google Translation Engine (For now Chyme supports the Google Translation engine, other services are being actively considered). The primary language of development for natural language processing is English, however with the help of the translation engine assistants can speak the end users language of choice. Language is no barrier for Chyme assistants in providing relevant answers to users queries.

Configuration

Chyme supports all languages. By default an assistant and user’s language is always English. To enable other language support, the translation engine need to be configured.

Translation Settings:

  • In the Chyme Web app Admin Menu select Settings
  • Select the Translation Engine tab
  • Select the Google
  • Enter the Google API Key and Save. You can retrieve a Google translation key from your Google Developer Console.

Once translation is enabled, the assistant’s language depends on how its configured:

1. Assistant’s Language – While activating the assistant if a language has been configured (and its not English), then users are expected to converse with the assistant in the configured language. Users may still key in their queries in other languages also, however all responses will always be in the assistant’s language.

2. User’s Language – A user can configure their preferred language in their profile settings. Default is always English. If an alternative language is configured, while users may key in their queries in any language the responses will always be in the user’s preferred language.

3. Language Detect – If language detection is configured, then the assistant speaks the language that the user is conversing in. If the user enters a query in German, the response will be in German. The assistant will respond in the language of your last query.

Note: Input provided to bots are never translated. For e.g. the reason for your leave request would not be translated but would be relayed exactly as you type it.

Translation optimization:

Chyme has an internal translation database. English to other language queries can be maintained here. Chyme will first look into the translation database to find corresponding english / other language queries and will query the Google translation engine only if not found.

Automatically translated queries are also saved in the database but are not “released”. Administrators can verify the translated text, make corrections and release the translations. This ensures that over time, an internal database of the most commonly used translations are available avoiding translation engine round trips and associated costs. It also ensures that translations that are not satisfactory can be manually corrected and made more conversant.

Customizing bot responses

What messages / responses can I change?

Chyme assistants respond with a number of canned messages. These can be customized to provide more random and fun messages to the users.

Bot Timeout: Sometimes the bot may not respond with the required data (due to lag in systems that are being accessed etc.) To assuage users and keep them engaged Chyme assistants respond with messages automatically. You can configure this timeout which is 15 seconds by default.

Bot Waiting for Response: At the expiry of the timeout, Chyme will send out a message to the user. This by default “Hmm. The is taking longer than usual.” This message can be customized. If multiple messages are configured then Chyme will randomly pick one making the conversation more fun. Additionally if a response is not obtained in 60 seconds, then the Chyme assistant warns the user that its giving up with a “No response received, giving up” message. This message can also be customized with a number of fun variations to keep your users engaged.

How do I add my own fun messages / responses?

You can add your own fun messages / responses in Chyme. Chyme canned responses can be configured for requesting users to wait (Taking longer than usual) or when giving up (no response received).

You can add fun messages like: “Hey, time to get a coffee while I spin the wheels” or “Hang on a sec, I know your answer is somewhere there in ether” or “Oops. Even I fail sometimes, sorry but that was too tough for me to fulfil” and many more like this.

Configuring External Messengers

Chyme bots are not limited to chyme app, they can be used in external messengers like Skype, Lync, Facebook Messenger, Slack, Spark, Workplace.

Google Assistant

How to add a Google Assistant Messenger

Click  button in the bottom right corner then select Google Assistant in the messengers list.

  • Enter the name for Google Assistant.
  • Create a Google Assistant App.

Create a Project

  • Go to the Actions on Google Developer Console.
  • Click on Add Project, enter name for the project, and click Create Project
  • In the Overview screen, click BUILD on the Actions SDK card, and make note of the gactions You’ll need to use this command when uploading your action package for approval.
  • Copy this command for later use. gactions update –action_package PACKAGE_NAME

Create an Action Package

  • Create a local directory for your app’s source files. We’ll refer to this directory as <project-dir>.
  • Download the gactions CLI.
  • Run the following commands cd <project-dir> and gactions init to create a boilerplate action package file named json.
  • Customise the actions.
  • Replace <INSERT YOUR CONVERSATION NAME HERE> with desired name.
  • Replace <INSERT YOUR FULLFILLMENT URL HERE> with chyme webhook endpoint.
  • Entries in queryPatterns will be invocation phrases.
  • You typically will only need one fulfilment endpoint, but action packages support many. You must set the fulfilment API Version to 2.

Submit Your App

  • Upload your action package to your developer project: gactions update –action_package PACKAGE_NAME –project PROJECT_ID. PACKAGE_NAME is ‘action.json’ and PROJECT_ID is Google Cloud Project. You can get your project ID by clicking on the settings gear settings in your Actions on Google project and then clicking on Project Settings OR You can get it from the copied command.
  • Run this command: gactions update –action_package action.json –project PROJECT_ID
  • Authorization: Gactions needs access to your Google account. Follow authentication process.
  • Go to the Actions on Google Developer Console and select your project.
  • Press TEST DRAFT to test your app in the simulator or on your devices.

Facebook Messenger and Workplace

How to add a Facebook Messenger

Create a facebook app at https://developers.facebook.com follow the documentation available here.

  • Login to facebook developer portal with the facebook credentials and click on create app.
  • Provide Display name and contact email click on Create App ID. Fill the captcha and submit.
  • Click on Dashboard and copy the App Id and App Secret (Click on Show to see the secret key). We need App Id and App Secret while setting up messenger in chyme server.
  • Now select Add Product in the left menu. Choose Messenger in the Recommended Products click on Set Up.
  • It loads the Settings screen under Products → Messenger. 
  • Then Scroll down for Token Generation and click on Create a new page.
  • Choose an option based on your organization and create a page.
  • Now switch back to developers portal settings screen. Select the page which is created it’ll generate the page access token (Copy the token it is required while setting up messenger in chyme).
  • Now switch to chyme messengers list in the admin section, click on the  icon in bottom right corner then select Facebook in the messengers list.
  • Copy the Messaging end point it is required in the New Page subscription page at facebook developer portal.
  • Provide the values for other fields like Bot Name, App Id and so on which are copied from the facebook developer portal. Click on icon in each text box to get the info.
  • If a default menu has to be available when the app starts in messenger click on Getting Started and then click on Persistent Menu and provide Title and Payload to add menu items and finally click on the create button to finish.
  • Now, switch to facebook developer portal Setting screen and Click on Setup Webhook it’ll open a popup.
  • Paste the call back (Messaging endpoint) URL and Validation token copied from chyme server.
  • Choose the Subscription field’s messages, messaging_postbacks, message_deliveries, message_reads, messaging_account_linking in the list and click on Verify and Save.
  • Now select page to subscribe and select the page in the list.
  • Select Roles in the menu. Add Testers provide Facebook id to search and click submit to add that user as tester.

 How to add a Workplace Messenger

  • Click  button in the bottom right corner then select Workplace in the messengers list. Keep a note of Messaging end point URL it is required while creating a custom integration in workplace.You have to be a System Administrator in your company’s workplace.
  • Login to your workplace account and click on Dashboard in the left menu select Integrations and click on Create custom integration provide Name and Description and click on Create.
  • In the next window click on the Generate Access token to generate  it. Now keep a note of App ID, App Secret, Access Token. These are required in chyme server.
  • Now in the Grant Permission section select Read group content, Manage group content and Message any member.
  • In the Select Group section select All groups.
  • In the Configure webhooks section in select Page tab and paste the callback URL which was copied from chyme server. In the subscription fields select messagesmessaging_postbacks.
  • Now click on Save to save the integration.
  • Switch to chyme server and fill the required fields which are copied from workplace. The Validation token will be a constant use any text.
  • If a menu has to be added when the bot starts in workplace click on the enable Getting Started and Click on Add Menu to add menu items

Skype/Skype for Business, Lync

How to add a Skype Messenger

Click  button in the bottom right corner then select Skype in the messengers list. copy the Messaging end point it’s required while creating the new bot for Skype.

  • Login to https://dev.botframework.com/bots/new with your outlook id
  • Provide a unique display name for the new bot and a unique bot handle name.
  • Provide description for bot
  • Paste the Messaging end point which is copied in chyme server in the Messaging endpoint of configuration section.
  • Click on Create Microsoft App ID and passsword and make note of those which are required in chyme server
  • Agree the terms and conditions and click on Register
  • Now switch to chyme server and use Display name as Bot name and provide App Id, App password and give a dummy value for Skype Link  it’ll be auto generated once the bot is created.

 

How to add a Lync Messenger

Click  button in the bottom right corner then select Lync in the messengers list. Provide an unique Bot Name and click on Create button. Copy the Auth Token, Bot Secret, Channel Id. These are required while creating the Lync bot to post to chyme.  

Slack

How to add a Slack Messenger

Click  button in the bottom right corner then select Slack in the messengers list.

  • Copy the Redirect uri in Oauth and Permissions, Request URL in Interactive Messages, Request URL in Slash Commands, Request URL in Event Subscriptions and copy the list events to be enabled in slack after app creation.
  • Follow the steps at Create a SlackBot provide App Name and Development slack workspace.
  • Generate the Bot Name, Client Id, Client Secret, Verification Token.
  • Once app is created in slack select Oauth and Permissions in Features list and click on Add a new Redirect url and paste the url which is copied from chyme server.
  • Select Interactive Messages in Features list and Enable Interactive Messages and paste the Request URL copied from chyme
  • Slash Commands are optional if user wants post a message to a specific channel using a ‘/’ then it is useful. To enable that select Slash commands and click on Create New command provide command name and paste the Request URL copied from chyme server
  • And finally enable Event subscriptions which is available at Features List and provide request URL copied from chyme server and under the Subscribe to Workspace Events click on Add workspace Event and add all the events listed in chyme server slack bot configuration.
  • Now switch back to chyme server Slack Add messenger window paste the generated Bot Name, Client Id, Client Secret, Verification Token and click on Create.

Cisco Spark

How to add a Spark Messenger

Click   button in the bottom right corner then select Spark in the messengers list.

  • Follow the instructions at How to build Cisco Spark Bots to create a spark bot. Keep a note of Bot Display Name, Bot Username and Access token once the spark bot is created.
  • Switch back to Chyme server and paste the copied Bot Name, Bot Username as Bot mail id and Access token as Spark token in chyme server and click on Create.

Others

Salesforce Chatter

Click  button in the bottom right corner then select Chatter in the messengers list.

  • Login to Developer Edition – Create a standard user, this user will act as an assistant. Click Administration | Users | New user. Save the user ID for later use.
  • Create new Apex Class – Open Developer Console, click File | New | Apex Class, enter a name for instance ‘ChymeAssistantApex’ and update the class with code snippet. ChymeAssistantApex – Replace  ‘PASTE THE WEBHOOK URL OF CHYME’ replace it with the webhook URL of the Chyme Server.
  • Create new Apex Trigger – Open Developer Console, click File | New | Apex Trigger, enter a name for instance ‘ChymeAssistantTrigger’ ,  select sObject as ‘FeedItem‘ and update the class with code snippet. ChymeAssistantTrigger– Replace ‘BOT USER ID’ replace it with the Salesforce User Id.
  • To add a remote site setting:
    1. From Setup, enter Remote Site Settings in the Quick Find box, then select Remote Site Settings.
    2. Click New Remote Site.
    3. Enter a descriptive term for the Remote Site Name.
    4. Enter the URL for the remote site.
    5. Optionally, enter a description of the site.
    6. Click Save.

 

ServiceNow

Click  button in the bottom right corner then select ServiceNow in the messengers list.

  • Create a Group.
  • Add User.
  • Check if current User is Sender and Assistant then Skip or else check for Recipient.
  • Get Live Group Profile Id
  • Get all Group Members
  • For each Members get Live Profile Doc Id
  • Get email Id of each members and check who is Assistant in this
  • If member count = 2 post message and if its >2 and if regex @assistant present post else ignore.

Enabling WebChat for my website or other web application

How to enable?

A web chat allows your website casual visitors, customers etc to communicate in real time with digital assistants via web sites or your web apps.

You can enable Web chat for assistants while activating the solution. After selecting the assistant you can optionally enable web chat. If web chat is enabled, in the web chat Configuration window you can configure the fields a user must enter before starting the web chat. For e.g you may want to request for an email address, an order number etc. Mark it as mandatory if needed.

Getting the embed code

Once the web chat is enabled, you will need a JavaScript snippet to include into your web page.

Click on the assistant to display the details tab. Now click on the Web Chat button. The web chat snippet is displayed for this assistant. This snippet can be added as is to any web page to use the web chat associated with the assistant.

Dashboard

Chyme Dashboard gives you a visual overview of all your messages, number of messages per Assistant as well as the total number of users for each Messenger.

A dashboard is a visual display of key metrics and trends for records in your organisation. A dashboard is mainly categorized into three different sections: Messages, Assistants, and Users.

Messages:

This section contains the total number of messages from all the users, assistants and messengers etc.

Messages section is divided into two categories:

By Month – Represents the total number of messages or conversations handled by Chyme on a monthly basis for the current year.

By Messengers –  It is the graphical presentation of the total number of messages/conversations from the individual messengers.

 

Assistants:

This section contains the total number of messages received by the assistants.

Assistants section is divided into two categories:

By Messengers – Represents the total no. of messages received from individual messengers like Skype, Slack, Facebook, Spark, Workplace etc.

Most Used – Represents the total no. of messages exchanged by an individual assistant in the last one week. It’ll show the top- 5 most used assistants based on their message count along with Assistant Name.

 

Users:

This section contains the total number of users present in a database.

Users section is divided into two categories:

By Messengers – Represents the total number of users for each Messenger like (Skype, Slack, Facebook, Spark, Workplace, Chatter, Lync, Google Assistant etc.)

Most Active – Represents the total no. of messages exchanged by an individual user in the last one week. It’ll show the top-5 most active users based on their message count along with User Name.

Report

A report is a list of records that meet the criteria you define. Reports generally involve presenting your investigation and analysis of information or an issue, recommending actions and making proposals. Administrators can generate the report by defining criteria with combinations of selected Assistant, User, Messenger, From Date & To Date.

This report helps in tracking each users message based on conversation, here you can also track based on users conversation with each messenger. By this you can know where the messages are going wrong, list of issues which assistant is not able to solve or what’s the workaround for reported issue/problem.

Admin can select any Assistant, User and Messenger from available list. It’ll show all Assistants and Users but will show only enabled Messengers that is associated with the selected assistant. Also you can select From and To Date to define the date range for data to collect for generating reports. Once you’ll select From Date it’ll show only that selected date till current date as Active rest all the dates will be disabled so that user shouldn’t by mistake select any previous date that is older than From date. Once you’ll define the criteria and click on Generate button it’ll show the conversation details of that user with selected Assistant and Messenger. Also there is a provision to download a part of conversation or complete conversation based on whatever you choose from available options “This Page” and “All”. On select it’ll download the Conversation Report in “.csv” format.

Settings

Chyme server internally depends on different servers like Bots Engine, ChatScript Server (for NLP), Translation Engine and so on. In the settings screen you can manage all these.

Settings: 

  • Notify Channel – Channel to post system notifications to
  • Push Data with Notification – If user is offline, should push notifications also include the data
  • Token Expiry Time – Expiry time for all tokens that are sent by Chyme server such as password reset etc.
  • OAuth Server Url – OAuth server URL, you will usually not need to change this
  • OAuth App Key – – OAuth App Key, you will usually not need to change this.
  • OAuth App Secret – – OAuth App Secret, you will usually not need to change this.
  • Allow users with these domains to sign up – Email domains that are to be permitted for automatic sign up
  • Conversation Context Expiry – Advanced setting determines how long Chyme will “remember” user conversations context information
  • Record Events – Advanced setting determines if events are to be recorded by Chyme. You will want to leave this enabled.
  • Waiting for response warning – Timeout for waiting for response messages
  • Waiting for response timeout – Timeout for giving up response messages

Personalize:

You can change the company logo so that your users identify with it.

Translation Engine:

Chyme uses Google Translation Engine (currently) for international language support. Translation has to be enabled in Chyme Settings else all communication is English only.

Translation Settings:

  • In the Chyme web app Admin Menu select Settings
  • Select the Translation Engine tab
  • Select the Translation Engine as Google
  • Enter the Google API Key and Save. You can get a translation key from the Google Developer Console.

Language Detection:
If language detection is enable, the assistant will always respond in the same language that the user requested for information.

Note: You will typically not be required to change the below settings. If you need to, please take the assistance of Chyme Support to configure this.

Bots Engine:

The bots engine fulfill all the requests for data from external systems. If your Bots engine is internal to your data center and the Chyme cloud is being used for messaging, this setting needs to be configured carefully.

NLP Engine:

Chyme relies on the open source ChatScript server for NLP processing which is part of the Chyme cloud. If you need to customize the NLP and use your own install then change this accordingly. Additionally Elastic Search URL and Credentials can be configured here if you need to use your own.

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