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Topic

    Shiloh Madsen
    Chat widgets
    Topic posted September 30, 2008 by Shiloh MadsenBronze Trophy: 5,000+ Points, last edited October 29, 2011 
    1417 Views, 8 Comments
    Title:
    Chat widgets
    Content:
    I am working on the chat request part of our website and have a few questions about how it works. Using ChatForm gives just Firstname, Lastname, and email, with a submit button. We need a bit more. We gather fname, lname, service provider, model number and a brief description of issue. I am thinking that I want to use ChatFormOpen and then input the various incident fields that I will need, closing the form out when I am done. Will this work if so, or are there other considerations I will need to account for when setting this up?

    Comment

     

    • monique perkins

      You can copy the ChatForm widget and add some fields to it.  There are only certain supported fields since we need to rewrite the variables into a format specific to the chat server.


      You can have contact first name, contact last name, contact email, incident subject,  product, category, and incident custom fields. 

       

      If you create the incident custom fields for service provider, model, etc you should see those on the form. 

    • Shiloh Madsen

      How would editing the ChatForm widget be different than using ChatFormOpen and adding the widgets that I need? I am still not sure what some of the differences are between these widgets. I originally considered altering the widget, but thought ChatFormOpen would be a better option. Why do you suggest editing the widget itself?

       

      S. 

    • monique perkins
      Chat form contains extra hidden fields necessary for the chat server.
    • Kurt Helfrich

      I added two custom fields to my custom/forms/ChatForm/view.php file like so:

       

       

      <rn:widget path="standard/field/Input" table="incidents" cf_id="9" required="true" /> <rn:widget path="standard/field/Input" table="incidents" cf_id="26" required="false" />

       

      Field 9 is a chat queue variable, type menu, that we use with rules to dispatch requests since we don't use the built-in product hierarchy.  Why, you ask?  That's a long story.  You really don't want to know.

      Field 26 is a Yes/No type value to determine if we email a chat transcript after the chat.

       

      Neither of them show up online.  based on the discussion above, I don't see anything else I need to do, unless these are unsupported types.   I fear that may be true since the logic.js file doesn't appear to have a case for data types named menu or yes/no.

       

       

       

    • Robert Lund
      You may have already done this, but are your custom fields (9 and 26) set to enduser visible? You can modify this in the Custom Fields area of the RNT application.
    • Kurt Helfrich

      The checkbox for 'Chat' is checked, as it is on the other interface (Classic pages) where this field works.

       

      The checkboxes for End-user/Display and End-user/Edit are NOT checked, as on the other interface.

       

      Hey, that's it!  I tried checking both of those options for the missing fields and they showed up on the web.That must be a difference between CP and Classic pages.

       

      Now, I can see and set the fields, but the Submit doesn't work right.  I'll have to dig into that next.

    • Kurt Helfrich

      I checked the POST data using Firebug, and I can't see in it anywhere that the values of the 2 custom fields are being sent to the server.  That's probably not a good thing.

       

      Anyone have any ideas?

    • Kurt Helfrich

      Now, with the magical aid of Firebug, I see that they appear to be getting POSTed.  Here's the POST data:

       

      _icf_26
      1
      
      _icf_9
      14
      
      ans_list_url
      /app/answers/list
      
      base_url
      http://rockwellautomation3.custhelp.com
      
      c_email
      kahelfrich@ra.rockwell.com
      
      c_fname
      Kurt
      
      c_id
      47
      
      c_lname
      Helfrich
      
      c_orgid
      26030
      
      c_sid
      NjCN63Ej
      
      chat_hours_url
      /app/utils/chat_hours
      
      chatqueue_5
      14
      
      chatqueue_5_custom
      true
      
      chatqueue_5_table
      incidents
      
      email_4_custom   email_4_table
      contacts
      
      first_name_2_custom   first_name_2_table
      contacts
      
      last_name_3_custom   last_name_3_table
      contacts
      
      p_cats   p_prods   p_queue_id   p_site_name
      rockwellautomation
      
      p_source
      2
      
      p_stylesheet
      /euf/assets/css/live_tc.css
      
      p_survey_comp_id   p_survey_send_delay   p_survey_send_id   p_survey_term_id   p_survey_url
      http://rockwellautomation3.custhelp.com/cgi-bin/rockwellautomation3.cfg/php/enduser/doc_serve.php?1=AvcG
      ~wr~Dv8S~xb~GqEe~yL~Jv8q~0j~&6=223
      p_technical_difficulties_msg
      This site is currently experiencing technical difficulties.  Please try again later.
      
      transcript_email_6_custom
      true
      
      transcript_email_6_table
      incidents
      

      The first 2 entries, _icf_9 and _icf_26, appear to be them.

       

      The value 1 for _icf_26 appears to mean Yes.

      The  value 14 for _icf_9 corresponds to the list item I picked for the chatqueue variable.

       

      But when I click Submit, it launches a new window to the chat page where I can select the queue again, and I never get to chat.