What information is required in the Agent Console Extension file

The Agent Console Extension allows you to extend the capability of the Agent Console by creating a custom tab for you to perform additional tasks, such as incorporating CRMs, Knowledge Bases, and more.

To create an additional custom tab, you will need to upload an extension file with all the required files such as images, JavaScript and CSS.

Comm100’s Live Chat Agent Console Extension Sample File  and the Ticketing & Messaging Agent Console Extension Sample File are hosted on GitHub. You can download, modify, and test the Extension Sample File in your account.

Comm100 also provides Live Chat Agent Console APIs and Ticketing & Messaging Agent Console APIs, which allows your custom extension to perform further interaction with the Agent Console itself, such as:

  • Get information about chatting visitors.
  • Get information on the logged-in agents.
  • Send messages to the current chat.
  • Set ticket properties.

The extension file must be compiled in a .zip format file with a maximum size of 2MB. This .zip file mainly includes the following content.

 

manifest.json

manifest.json is the required key file. This file describes each file info and its path in the .zip package. It provides certain configuration settings, such as changing the custom tab name. Our system will load the custom tab based on this .json file.

Here is a template for the information needed in the manifest.json file:

{
"name": "Orders",
"index": "./order.html",
"icon": "./icon.png",
"location": ["ticket_custom_tab", "livechat_custom_tab"],
"pageMode": "single",
"author": {
"name": "Comm100",
"email": "support@comm100.com"
},
"version": "1.1",
"manifestVersion": "1.0"
}

 

Property of the manifest.json file:

Property

Description

name

Name of the custom tab that displays in Agent Console together with other existing tabs. The value of the name property is required and must not be kept empty.

index

Defines the location of the index file. You can also set the index to an external URL such as “index”: “https://kb.mydomain.com/ext.” The value of the index property is required and must not be kept empty.

icon

Image icon of the custom tab. The value of the icon property is required and must not be kept empty.

location

Location of the custom tab.

  • If the location property's value contains "livechat_custom_tab," the extension is only available for Live Chat.

  • If the location property's value contains "ticket_custom_tab," the extension is only available for Ticketing & Messaging.

  • If the location property's value contains "livechat_custom_tab " and "ticket_custom_tab," the extension is available for both Live Chat and Ticketing & Messaging.
pageMode The instance load mode, with values “single” or “multiple.” The default value is “single.” 

author

Information of the author who created the extension file, such as the Name, Email, and website information.

version

A version of the extension file. The value of the version property is required and must not be kept empty.

manifestVersion

A version of the manifest.json file. The value of the manifestVersion property is required and needs to be set as "1.0".

 

The Index File of the Extension

The index file needs to be in .html format. It defines the file opened through the custom tab. You can include the index file itself in the .zip file. Alternatively, you can also have the index file pointing to an external URL mentioned in the manifest.json file. The Index file can also use our own Agent Console SDK and public CSS from our sample extension file.

 

The Image Icon of the Custom Tab

It is the icon file of the custom tab. The file can be in any format, including .png, .jpg, .gif, and more. The recommended size is 16px*16px.

 

Other Files

Other JavaScript and CSS files that need to be used in your extension file.