> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/text-channels/webchat.md). # Configure WebChat for WebAgent Configure WebChat Dialogue Provider settings for WebAgent chat handling. Configure WebChat Dialogue Provider 2 when agents handle WebChat dialogues in WebAgent. ## Prerequisites * The [shared omnichannel licensing prerequisites](/channels-integrations/text-channels.md#licensing-prerequisites) are confirmed. * Dialogue Manager is configured for text-channel handling. * WebChat Dialogue Provider 2 is requested or enabled for the environment. * The WebChat provider endpoint is available. * The WebChat front end is planned or configured. * The UCC has the skills and agent assignments required for WebChat dialogues. ## Configure provider settings 1. Request WebChat provider enablement through the current delivery/support or OnePortal process for the customer environment. 2. Confirm that the `WebChatDialogueProvider2` settings are provisioned for the target UCC. 3. Open the active delivery/admin-managed configuration source for the environment. 4. Complete the required provider endpoint, SIP URI, forwarding, timeout, polling, and display-name settings. 5. Configure upload and optional behavior only when approved for the channel. 6. Save the provider settings. | Setting | Use | Value guidance | | -------------------------- | ----------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------- | | `Enabled` | Enables WebChat Dialogue Provider 2 | Use the value approved for the UCC. | | `WebChatSipUri` | Identifies the WebChat SIP URI | Use the URI supplied for the channel. | | `CustomerUriDomain` | Defines the customer URI domain | Use the domain supplied for the environment. | | `DefaultAgentName` | Defines the default displayed agent name | Use the display name approved for the channel. | | `Uri` | Defines the provider URI | Use the provider endpoint supplied for the environment. | | `ForwardUri` | Defines where messages are forwarded | Use the endpoint supplied for the environment. | | `PollingIntervalInSeconds` | Controls polling interval | Use the interval approved for the environment. | | `SessionTimeoutInMinutes` | Controls inactive session timeout | Use the timeout approved for the channel. | | `TimeToLiveInMinutes` | Controls how long an abandoned subscription can stay active | Use `0` only when subscriptions must stay active until an agent closes them. Use a non-zero value when abandoned sessions must be cleaned up automatically. | | `CustomerAllowedToUpload` | Enables customer file upload | Enable only when customer upload is approved for the channel. | | `UploadMaxFiles` | Sets the maximum number of files per upload | Use a positive number. Values of `0`, empty values, or negative numbers do not enable a usable upload limit. | | `UploadMaxFileSizeInMB` | Sets the maximum file size in MB | Use a positive number approved for the channel. | | `UploadAllowedFileTypes` | Defines allowed file extensions | Use a comma-separated list of allowed extensions, for example `.txt,.pdf,.png`. | | `UseAgentDisplayName` | Controls whether the agent display name is shown | Enable only when Microsoft Graph display names may be shown to customers. If the Graph display name is unavailable, WebChat uses `DefaultAgentName`. | WebChat Dialogue Provider settings are delivered through the ListsPlugin-backed UCC settings flow or delivery-owned service configuration. Do not use legacy SharePoint Plugin Settings navigation as the default cloud procedure unless support instructs you to use it for the customer environment. `DefaultAgentName` also controls the fallback avatar initials. The customer-facing avatar shows up to two characters from the displayed agent name. ## Configure channel behavior 1. Add the provider endpoint to the relevant ListsPlugin endpoint configuration. 2. Validate that endpoint updates reach the WebChat provider service. 3. Create or confirm the WebChat skill. 4. Assign the skill to the agents who handle WebChat dialogues. 5. Add the required WebChat plugin attributes and plugin flow settings for the UCC. 6. Configure the WebChat front end separately. {% hint style="info" %} Keep website package, script, theme, template, and CMS integration steps on [WebChat front end](/channels-integrations/text-channels/webchat/webchat-front-end.md). {% endhint %} ## Optional behavior Use optional WebChat behavior only when the environment owner confirms that it is required. | Area | Use | | ------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------- | | Adaptive cards | Displays structured interactive cards in WebChat. | | Busy state | Controls customer-facing behavior when wait time is longer than expected. The `BusyStateWaitTimeInMinutes` setting uses the `DialogueManager` scope. | | File upload | Allows customers to upload files during a chat. | | Language options | Controls channel language behavior. | | Live translation | Stores original and translated message content when translation is enabled. | | Persistence | Controls whether chat state persists across sessions. | | Agent display name | Controls the displayed agent name in the chat. | | User data | Passes customer context into the dialogue. | | Presence states | Controls presence-related channel behavior. | {% hint style="info" %} Configure live translation only when product or support confirms it for the customer environment. Do not assume a dependency on another product feature unless that dependency is supplied for the environment. For Dialogue Cloud environments, UCC translation requires Dialogue Studio entitlement. Dialogue Studio is included with Enterprise Plus, or can be available with Enterprise when purchased separately. {% endhint %} ### Live translation settings Live translation applies to WebChat messages only. It requires Dialogue Manager and the API plugin translation service to be configured for the environment. | Setting | Use | Value guidance | | ------------------------------------ | ------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------- | | `TranslationEnabled` | Enables live translation for WebChat messages | Enable only when live translation is approved for the channel. | | `TranslationDefaultLanguage` | Sets the fallback target language when language detection is not available | Use the language value supplied for the environment. | | `LanguageDetectionAccuracyThreshold` | Sets the minimum confidence threshold for detected language | Use a value from `0` to `100`. The default is `80`. | | `TextTranslationService` | Selects the translation provider used by the UCC translation path. | Use the provider approved for the environment, for example `GoogleTranslate`, only when the matching plugin or service is configured. | | `GoogleKeyTextTranslationService` | Provides the Google translation key when the Google translation provider is used. | Store and rotate the key according to the customer's credential-handling process. | | `UseTranslationRecording` | Controls whether translated WebChat message content is recorded when live translation is enabled. | Default `False`. Enable only when live translation is approved and the customer's retention and access requirements allow storing translated content. | Keep threshold tuning generic unless product or support provides environment-specific guidance. ## Validate WebChat handling 1. Start a test WebChat conversation from a non-production front end. 2. Confirm that the dialogue appears in WebAgent. 3. Send messages in both directions. 4. If file upload is enabled, confirm that `CustomerAllowedToUpload`, `UploadMaxFiles`, `UploadMaxFileSizeInMB`, and `UploadAllowedFileTypes` allow only the approved upload behavior. 5. Confirm that `TimeToLiveInMinutes` matches the abandoned-session cleanup behavior approved for the channel. 6. Confirm that `UseAgentDisplayName` and `DefaultAgentName` produce the expected customer-facing agent name and avatar initials. 7. If live translation is enabled, confirm that `TranslationEnabled`, `TranslationDefaultLanguage`, and `LanguageDetectionAccuracyThreshold` produce the expected translation behavior for WebChat messages. Then validate the agent workflow in [Handle WebChat dialogues](/use/handle-conversations/webagent/handle-webchat-dialogues.md). --- # Agent Instructions This documentation is published with GitBook. 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