Android SDK guide

This page explains how to use the Android SDK.

Access the example app

To download the Android example app, click Android example app .

To create an example app using the Android mobile SDK, you need the following:

CCAI Platform portal Company Key and Company Secret.
Android 5.0 (API level 21, Lollipop) or later.
Firebase Cloud Messaging or Google Cloud Messaging for the push notification.
App migrated to AndroidX.

Twilio SDK upgrade requirements

Requires Twilio SDK to be following specific versions if the Android SDK is integrated using our package directly, otherwise this can be ignored.

 //  
Twilio  
VoIP  
SDK
api  
 'com.twilio:voice-android:6.1.1' 
//  
Twilio  
Conversations  
SDK
api  
 'com.twilio:conversations-android:3.1.0'

In addition, Proguard rules are already included in the Android SDK to ensure that the Twilio Programmable Voice library is not removed by ProGuard and can be used to troubleshoot in case ProGuard accidentally removes the library.

 -keep  
class  
com.twilio.**  
 { 
  
* ; 
  
 } 
-keep  
class  
tvo.webrtc.**  
 { 
  
* ; 
  
 } 
-dontwarn  
tvo.webrtc.**
-keep  
class  
com.twilio.voice.**  
 { 
  
* ; 
  
 } 
-keepattributes  
InnerClasses

To support latest Twilio versions, starting with the Android SDK version 0.34.0, SDK is no longer binary compatible with applications that target Java 7. In order to use this and future releases, developers must upgrade their applications to target Java 8. See the following code example:

 android  
{  
compileOptions  
{  
sourceCompatibility  
1.8  
targetCompatibility  
1.8  
}
}

Get company key and company secret

Sign into the Admin Portal using Admin credentials.
Go to Settings > Developer Settings > Company Key & Secret Code.
Retrieve the Company Keyand Company Secret Code.

Installation

Add the Android SDK repository to your Gradle setting for the root project.

build.gradle (Project)

 allprojects  
 { 
  
repositories  
 { 
  
google () 
  
jcenter () 
  
maven  
 { 
  
url  
 "https://sdk.ujet.co/android/" 
  
 } 
  
 } 
 }

build.gradle (module: app)

 dependencies  
 { 
  
//  
Replace  
x.y.z  
with  
latest  
version  
of  
CCAI  
Platform  
SDK  
def  
 ujetSdkVersion 
  
 = 
  
 "x.y.z" 
  
implementation  
 "co.ujet.android:ujet-android: 
 $ujetSdkVersion 
 " 
  
//  
CCAI  
Platform  
supports  
co-browse  
 for 
  
Web  
SDK  
version  
 0 
.46.0  
or  
//  
higher.  
//  
To  
use  
co-browse,  
 declare 
  
the  
following  
dependency.  
implementation  
 "co.ujet.android:cobrowse: 
 $ujetVersion 
 " 
 }

Setup company settings

Enter your company settings as metadata in AndroidManifest.xml file.

AndroidManifest.xml

 <application>  
//  
...  
<!--  
Company  
Settings  
-->  
<meta-data  
android:name="co.ujet.android.subdomain"  
android:value="@string/ujet_subdomain"/>  
<meta-data  
android:name="co.ujet.android.companyKey"  
android:value="@string/ujet_company_key"/>  
<meta-data  
android:name="co.ujet.android.companyName"  
android:value="@string/ujet_company_name"/>  
//  
...
</application>

strings.xml

 <resources>  
<string  
name="ujet_subdomain">YOUR_SUBDOMAIN</string>  
<string  
name="ujet_company_key">YOUR_COMPANY_KEY</string>  
<string  
name="ujet_company_name">YOUR_COMPANY_NAME</string>
</resources>

JWT Signing

An end user information must be signed as JWT in your server for security purposes.

The example app contains APIManager for testing and you need to put UJET_COMPANY_SECRET in mock/APIManager.java. APIManager must implement a method that initiates async call to sign JWT auth token that returns the token.

In production, you must implement the signing process on your server.

  public 
  
 class 
 APIManager 
  
 { 
  
 public 
  
 static 
  
 final 
  
 String 
  
 UJET_COMPANY_SECRET 
  
 = 
  
 "Please input your UJET_COMPANY_SECRET from Ujet developer admin page" 
 ; 
  
 // ... 
 }

Initialize SDK

Initialize the SDK in Android Application class onCreate method.

 public  
class  
ExampleApplication  
extends  
Application  
implements  
UjetRequestListener  
 { 
  
@Override  
public  
void  
onCreate () 
  
 { 
  
super.onCreate () 
 ; 
  
Ujet.init ( 
this ) 
 ; 
  
 } 
  
//  
... }

End-user authentication

The end user is the consumer who contacts your customer support team through the application.

In order to authenticate the end user in the application, we introduce a JWT signing mechanism.

The Android SDK asks to sign the payload when it needs authentication. If the signing is successful, the application exchanges the signed JWT to the end user's auth token.

In ExampleApplication you should implement the UjetRequestListener interface for signing the auth token and for custom data.

  public 
  
 class 
 ExampleApplication 
  
 extends 
  
 Application 
  
 implements 
  
 UjetRequestListener 
  
 { 
  
 @Override 
  
 public 
  
 void 
  
 onCreate 
 () 
  
 { 
  
 super 
 . 
 onCreate 
 (); 
  
 Ujet 
 . 
 init 
 ( 
 this 
 ); 
  
 } 
  
 @Override 
  
 public 
  
 void 
  
 onSignPayloadRequest 
 ( 
 Map<String 
 , 
  
 Object 
>  
 payload 
 , 
  
 UjetPayloadType 
  
 ujetPayloadType 
 , 
  
 UjetTokenCallback 
  
 tokenCallback 
 ) 
  
 { 
  
 if 
  
 ( 
 ujetPayloadType 
  
 == 
  
 UjetPayloadType 
 . 
 AuthToken 
 ) 
  
 { 
  
 // In production, you should implement this on your server. 
  
 // The server must implement a method that initiates an asynchronous call 
 to 
  
 sign 
  
 and 
  
 return 
  
 a 
  
 JWT 
  
 auth 
  
 token 
 . 
  
 APIManager 
 . 
 getHttpManager 
 () 
  
 . 
 getAuthToken 
 ( 
 payload 
 , 
  
 UjetPayloadType 
 . 
 AuthToken 
 , 
  
 new 
  
 UjetTokenCallback 
 () 
  
 { 
  
 @Override 
  
 public 
  
 void 
  
 onSuccess 
 ( 
 @Nullable 
  
 final 
  
 String 
  
 authToken 
 ) 
  
 { 
  
 tokenCallback 
 . 
 onToken 
 ( 
 authToken 
 ); 
  
 } 
  
 @Override 
  
 public 
  
 void 
  
 onFailure 
 ( 
 @Nullable 
  
 final 
  
 String 
  
 authToken 
 ) 
  
 { 
  
 tokenCallback 
 . 
 onError 
 (); 
  
 } 
  
 }); 
  
 } 
  
 } 
 }

For more information, see end user authentication .

Set up push notifications

This section outlines how to enable mobile push notifications.

Prepare Firebase

You should prepare a Firebase project.

If you already have your project, you can use your own and skip this process.

Create a Firebase project in the Firebase console .
Download google-services.json from Settings > GENERAL in Firebase console.

Get the Server Key from Settings > CLOUD MESSAGING in Firebase console.

Add a service account key

You need to add a service account key to your mobile app to receive push notifications. To get a service account key, see Authenticate with a service account .

To add a service account key to your mobile app, follow these steps:

In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settingsmenu, click Menu .
Go to the Mobile Appspane.
Click Editnext to your app. The Edit Mobile Appdialog appears.
In the Service Account Field, enter your service account key, and then click Save.

Android client setup

Copy google-services.json into your app directory, for example, PROJECT_ROOT/app/google-services.json .

Get the FCM token using the following code:

 FirebaseMessaging.getInstance () 
.getToken () 
  
.addOnCompleteListener ( 
task  
->  
 { 
  
 if 
  
 ( 
!task.isSuccessful () 
  
 || 
  
task.getResult () 
  
 == 
  
null ) 
  
 { 
  
Log.w ( 
 "FCM" 
,  
 "Couldn't get FCM token" 
 ) 
 ; 
  
 return 
 ; 
  
 } 
  
String  
 token 
  
 = 
  
task.getResult () 
 ; 
  
Log.i ( 
 "FCM" 
,  
 "FCM token: " 
  
+  
token ) 
 ; 
  
 }) 
 ;

FirebaseMessagingService is called, which is registered in Manifest if the token is refreshed. For more information, see Set up a Firebase Cloud Messaging client app on Android .

 public  
class  
YourFirebaseMessagingService  
extends  
FirebaseMessagingService  
 { 
  
/**  
*  
There  
are  
two  
scenarios  
when  
onNewToken  
is  
called:  
*  
 1 
 ) 
  
When  
a  
new  
token  
is  
generated  
on  
initial  
app  
startup  
*  
 2 
 ) 
  
Whenever  
an  
existing  
token  
is  
changed  
*  
Under  
 #2, there are three scenarios when the existing token is changed: 
  
*  
A ) 
  
App  
is  
restored  
to  
a  
new  
device  
*  
B ) 
  
User  
uninstalls/re-installs  
the  
app  
*  
C ) 
  
User  
clears  
app  
data  
*/  
@Override  
public  
void  
onNewToken ( 
String  
token ) 
  
 { 
  
Log.i ( 
 "FCM" 
,  
 "FCM token updated: " 
  
+  
token ) 
 ; 
  
 } 
 }

Implement UjetRequestListener.onRequestPushToken in your Application class. UjetRequestListener.onRequestPushToken should return the FCM/GCM token.

 public  
class  
YourApplication  
extends  
Application  
implements  
UjetRequestListener  
 { 
  
/**  
*  
Return  
your  
FCM/GCM  
token  
*/  
@Override  
public  
String  
onRequestPushToken () 
  
 { 
  
 return 
  
yourToken () 
 ; 
  
//  
As  
shown  
 in 
  
the  
previous  
step,  
you  
can  
get  
your  
token  
using  
FirebaseMessaging.getInstance () 
.getToken () 
.addOnCompleteListener ( 
task  
->  
 { 
  
 }) 
  
 } 
 }

Handle the push notification. If you want Contact Center AI Platform (CCAI Platform) to handle processing its own push messages, you can pass the data directly to UjetPushHandler.handle() .
- The application only processes messages with the ujet_noti_type (or noti_type , for backwards compatibility) field set.
- Otherwise, you can choose to only send messages with ujet_noti_type to UjetPushHandler.handle() for processing.
The following is an example of a push notification message:
```
  { 
  
 "call_id" 
  
:  
 12345 
,  
 "ujet_noti_type" 
  
:  
 "connect_call" 
,  
 "noti_type" 
  
:  
 "connect_call" 
,  
 "call_type" 
  
:  
 "ScheduledCall" 
,  
 "fail_reason" 
  
:  
 "none" 
,  
 "fail_details" 
  
:  
 "none" 
 } 
 
```

Handle FCM message

 public  
class  
YourFirebaseMessagingService  
extends  
FirebaseMessagingService  
 { 
  
private  
UjetPushHandler  
ujetPushHandler ; 
  
@Override  
public  
void  
onCreate () 
  
 { 
  
super.onCreate () 
 ; 
  
this.ujetPushHandler  
 = 
  
new  
UjetPushHandler ( 
this ) 
 ; 
  
 } 
  
@Override  
public  
void  
onMessageReceived ( 
RemoteMessage  
remoteMessage ) 
  
 { 
  
 if 
  
 ( 
ujetPushHandler.handle ( 
remoteMessage )) 
  
 { 
  
//  
Handled  
by  
CCAI  
Platform  
 } 
  
 else 
  
 { 
  
//  
Handle  
your  
push  
notification  
message  
 in 
  
here  
 } 
  
 } 
 }

Handle GCM message

 public  
class  
YourGcmListenerService  
extends  
GcmListenerService  
 { 
  
private  
UjetPushHandler  
ujetPushHandler ; 
  
@Override  
public  
void  
onCreate () 
  
 { 
  
super.onCreate () 
 ; 
  
this.ujetPushHandler  
 = 
  
new  
UjetPushHandler ( 
this ) 
 ; 
  
 } 
  
@Override  
public  
void  
onMessageReceived ( 
String  
s,  
Bundle  
bundle ) 
  
 { 
  
 if 
  
 ( 
ujetPushHandler.handle ( 
bundle )) 
  
 { 
  
//  
Handled  
by  
CCAI  
Platform  
 } 
  
 else 
  
 { 
  
//  
Handle  
your  
message  
 } 
  
 } 
 }

Handle GCM message in GcmReceiver (Old way)

 public  
class  
YourGcmReceiver  
extends  
WakefulBroadcastReceiver  
 { 
  
private  
UjetPushHandler  
ujetPushHandler ; 
  
@Override  
public  
void  
onReceive ( 
Context  
context,  
Intent  
intent ) 
  
 { 
  
 ujetPushHandler 
  
 = 
  
new  
UjetPushHandler ( 
context ) 
 ; 
  
 if 
  
 ( 
ujetPushHandler.handle ( 
intent.getExtras ())) 
  
 { 
  
//  
Handled  
by  
CCAI  
Platform  
 } 
  
 else 
  
 { 
  
//  
Handle  
your  
message  
 } 
  
 } 
 }

Start the application

Add the following line where you want to start the application (without any parameters):

 Ujet.start ( 
new  
UjetStartOptions.Builder () 
.build ()) 
 ;

You can also start the Android SDK without the splash screen.

 UjetStartOptions  
 ujetStartOptions 
  
 = 
  
new  
UjetStartOptions.Builder () 
  
.setSkipSplashEnabled ( 
 true 
 ) 
  
.build () 
 ; 
Ujet.start ( 
ujetStartOptions ) 
 ;

You can also start the Android SDK from a specific point in the menu with this key using a Direct Access Point:

 String  
 menuKey 
  
 = 
  
 "MENU_KEY" 
 ; 
UjetStartOptions  
 ujetStartOptions 
  
 = 
  
new  
UjetStartOptions.Builder () 
  
.setMenuKey ( 
menuKey ) 
  
.build () 
 ; 
Ujet.start ( 
ujetStartOptions ) 
 ;

The menuKey can be created with a Direct Access Point in the CCAI Platform portal (with Admin role).

Go to Settings > Queue.
Select any queue from the menu structure.
Check Create direct access point.
Enter key in the text form.
Click Save.

You can also start the Android SDK with a specific ticket ID to pass it to the CRM. This ticket ID will be opened when a chat or call is connected.

 String  
 ticketId 
  
 = 
  
 "TICKET_ID" 
 ; 
UjetStartOptions  
 ujetStartOptions 
  
 = 
  
new  
UjetStartOptions.Builder () 
  
.setTicketId ( 
ticketId ) 
  
.build () 
 ; 
Ujet.start ( 
ujetStartOptions ) 
 ;

Send custom data to your CRM

Custom data can be sent to support agents and will appear in the support ticket for the incoming call/chat.

There are two methods to send custom data:

Signed method: Predefined data signing with JWT.
Unsigned method: Predefined data with plain JSON (not recommended).

Using the signed method to send custom data

To send custom data using the signed method, implement a signing method.

First, retrieve custom data to your host app then send them to your server for signing. On your server, you can add additional data by using a defined form. Sign them with your company secret, and then return them by JWT.

 public  
class  
ExampleApplication  
extends  
Application  
implements  
UjetRequestListener  
 { 
  
@Override  
public  
void  
onCreate () 
  
 { 
  
super.onCreate () 
 ; 
  
Ujet.init ( 
this ) 
 ; 
  
 } 
  
@Override  
public  
void  
onSignPayloadRequest ( 
Map<String,  
Object>  
payload,  
UjetPayloadType  
ujetPayloadType,  
UjetTokenCallback  
tokenCallback ) 
  
 { 
  
//  
...  
 if 
  
 ( 
 ujetPayloadType 
  
 == 
  
UjetPayloadType.CustomData ) 
  
 { 
  
/**  
*  
These  
codes  
are  
 for 
  
providing  
signed  
custom  
data.  
*  
Add  
some  
data  
from  
app,  
and  
add  
more  
sensitive  
data  
from  
server  
and  
sign  
it.  
*/  
UjetCustomData  
 appCustomData 
  
 = 
  
new  
UjetCustomData () 
 ; 
  
appCustomData.put ( 
 "model" 
,  
 "Model" 
,  
 "MODEL1234" 
 ) 
 ; 
  
appCustomData.put ( 
 "customer_id" 
,  
 "Customer ID" 
,  
 12345 
 ) 
 ; 
  
appCustomData.put ( 
 "temperature" 
,  
 "Temperature" 
,  
 70 
.5f ) 
 ; 
  
appCustomData.put ( 
 "purchase_date" 
,  
 "Purchase Date" 
,  
new  
Date ()) 
 ; 
  
appCustomData.put ( 
 "battery" 
,  
 "Battery" 
,  
 "52%" 
 ) 
 ; 
  
appCustomData.put ( 
 "location" 
,  
 "Location" 
,  
 "San Francisco, CA, United States" 
 ) 
 ; 
  
appCustomData.putURL ( 
 "dashboard_url" 
,  
 "Dashboard URL" 
,  
 "https://internal.dashboard.com/12345" 
 ) 
 ; 
  
payload.put ( 
 "custom_data" 
,  
appCustomData.getData ()) 
 ; 
  
tokenCallback.onToken ( 
APIManager.getHttpManager () 
.getSignedCustomData ( 
payload )) 
 ; 
  
 } 
  
//  
...  
 } 
 }

Using unsigned method to send custom data

Google recommends that you to use the signed method to send custom data in your application. For more information, see Using the signed method to send custom data .

You can send unsigned data by starting the Android SDK with start options to set custom data using UjetStartOptions.Builder#setUnsignedCustomData and UjetTokenCallback should call onToken(null) .

 HashMap<String,  
Object>  
 jsonData 
  
 = 
  
new  
HashMap<> () 
 ; 
//  
Convert  
json  
string  
into  
hashmap  
object  
and  
store  
it  
 in 
  
jsonData
UjetCustomData  
 customData 
  
 = 
  
new  
UjetCustomData () 
 ; 
customData.putObject ( 
 "external_chat_transfer" 
,  
jsonData ) 
 ; 
  
//  
Use  
 ` 
external_chat_transfer ` 
  
key  
to  
send  
chat  
transcript  
data

UjetStartOptions  
 ujetStartOptions 
  
 = 
  
new  
UjetStartOptions.Builder () 
  
.setUnsignedCustomData ( 
customData ) 
  
.build () 
 ; 
Ujet.start ( 
ujetStartOptions ) 
 ;

Using unsigned custom data to send external chat transcript

You can send the external chat transcript to CCAI Platform using unsigned custom data when it's started. Use UjetCustomData.putObject("external_chat_transfer", hashMapObject) to set the transcript data in JSON format as follows:

 HashMap<String,  
Object>  
 jsonData 
  
 = 
  
new  
HashMap<> () 
 ; 
//  
Convert  
json  
string  
into  
hashmap  
object  
and  
store  
it  
 in 
  
jsonData
UjetCustomData  
 customData 
  
 = 
  
new  
UjetCustomData () 
 ; 
customData.putObject ( 
 "external_chat_transfer" 
,  
jsonData ) 
 ; 
  
//  
Use  
 ` 
external_chat_transfer ` 
  
key  
to  
send  
chat  
transcript  
data

UjetStartOptions  
 ujetStartOptions 
  
 = 
  
new  
UjetStartOptions.Builder () 
  
.setUnsignedCustomData ( 
customData ) 
  
.build () 
 ; 
Ujet.start ( 
ujetStartOptions ) 
 ;

JSON format:

greeting_override : string
agent : dictionary
- name : string
- avatar : string [url of agent avatar, optional]
transcript : array
- sender : string ["end_user" or "agent"]
- timestamp : string [ie "2021-03-15 12:00:00Z"]
- content : array
  - type : string [one of text, media]
  - text : string [required for text type]
  - media : dictionary [required for media type]
    - type : string [one of image, video]
    - url : string [public URL pointing at media file]

JSON example:

  { 
  
 "greeting_override" 
 : 
  
 "Please hold while we connect you with a human agent." 
 , 
  
 "agent" 
 : 
  
 { 
  
 "name" 
 : 
  
 "Name" 
 , 
  
 "avatar" 
 : 
  
 "avatar url" 
  
 }, 
  
 "transcript" 
 : 
  
 [ 
  
 { 
  
 "sender" 
 : 
  
 "agent" 
 , 
  
 "timestamp" 
 : 
  
 "2021-03-15 12:00:15Z" 
 , 
  
 "content" 
 : 
  
 [ 
  
 { 
  
 "type" 
 : 
  
 "text" 
 , 
  
 "text" 
 : 
  
 "**Suggestions shown:**\n\n* Help with batch or delivery\n* Help with metrics or order feedback\n* Help with Instant Cashout" 
  
 } 
  
 ] 
  
 }, 
  
 { 
  
 "sender" 
 : 
  
 "end_user" 
 , 
  
 "timestamp" 
 : 
  
 "2021-03-15 12:00:16Z" 
 , 
  
 "content" 
 : 
  
 [ 
  
 { 
  
 "type" 
 : 
  
 "text" 
 , 
  
 "text" 
 : 
  
 "Help with batch or delivery" 
  
 } 
  
 ] 
  
 } 
  
 ] 
 }

You can use Markdown on the text type. The following formats are supported:

Bold
Italics
Underline
Line breaks
Bullet list
Numbered list
Links

Custom data format

This section shows the format of the custom data that can be passed in the JWT.

JSON encoded to JWT

The JSON should include iat and exp to validate JWT. The object of the custom data is the value of the custom_data key.

  { 
  
 "iat" 
  
 : 
  
 1537399656 
 , 
  
 "exp" 
  
 : 
  
 1537400256 
 , 
  
 "custom_data" 
  
 : 
  
 { 
  
 "location" 
  
 : 
  
 { 
  
 "label" 
  
 : 
  
 "Location" 
 , 
  
 "value" 
  
 : 
  
 "1000 Stockton St, San Francisco, CA, United States" 
 , 
  
 "type" 
  
 : 
  
 "string" 
  
 }, 
  
 "dashboard_url" 
  
 : 
  
 { 
  
 "label" 
  
 : 
  
 "Dashboard URL" 
 , 
  
 "value" 
  
 : 
  
 "http://(company_name)/dashboard/device_user_ID" 
 , 
  
 "type" 
  
 : 
  
 "url" 
  
 }, 
  
 "contact_date" 
  
 : 
  
 { 
  
 "label" 
  
 : 
  
 "Contact Date" 
 , 
  
 "value" 
  
 : 
  
 1537399655992 
 , 
  
 "type" 
  
 : 
  
 "date" 
  
 }, 
  
 "membership_number" 
  
 : 
  
 { 
  
 "label" 
  
 : 
  
 "Membership Number" 
 , 
  
 "value" 
  
 : 
  
 62303 
 , 
  
 "type" 
  
 : 
  
 "number" 
  
 }, 
  
 "model" 
  
 : 
  
 { 
  
 "label" 
  
 : 
  
 "Model" 
 , 
  
 "value" 
  
 : 
  
 "iPhone" 
 , 
  
 "type" 
  
 : 
  
 "string" 
  
 }, 
  
 "os_version" 
  
 : 
  
 { 
  
 "label" 
  
 : 
  
 "OS Version" 
 , 
  
 "value" 
  
 : 
  
 "12.0" 
 , 
  
 "type" 
  
 : 
  
 "string" 
  
 }, 
  
 "last_transaction_id" 
  
 : 
  
 { 
  
 "label" 
  
 : 
  
 "Last Transaction ID" 
 , 
  
 "value" 
  
 : 
  
 "243324DE-01A1-4F71-BABC-3572B77AC487" 
 , 
  
 "type" 
  
 : 
  
 "string" 
  
 }, 
  
 "battery" 
  
 : 
  
 { 
  
 "label" 
  
 : 
  
 "Battery" 
 , 
  
 "value" 
  
 : 
  
 "-100%" 
 , 
  
 "type" 
  
 : 
  
 "string" 
  
 }, 
  
 "bluetooth" 
  
 : 
  
 { 
  
 "label" 
  
 : 
  
 "Bluetooth" 
 , 
  
 "value" 
  
 : 
  
 "Bluetooth not supported" 
 , 
  
 "type" 
  
 : 
  
 "string" 
  
 }, 
  
 "wifi" 
  
 : 
  
 { 
  
 "label" 
  
 : 
  
 "Wi-Fi" 
 , 
  
 "value" 
  
 : 
  
 "Wi-Fi not connected" 
 , 
  
 "type" 
  
 : 
  
 "string" 
  
 }, 
  
 "ssn" 
  
 : 
  
 { 
  
 "invisible_to_agent" 
  
 : 
  
 true 
 , 
  
 "label" 
  
 : 
  
 "Social Security Number" 
 , 
  
 "value" 
  
 : 
  
 "102-186-1837" 
 , 
  
 "type" 
  
 : 
  
 "string" 
  
 } 
  
 } 
 }

The key is a unique identifier for the data. The type is the type of the value.

string
- JSON string
number
- integer, float
date
- UTC Unix timestamp format with 13 digits. (contains milliseconds)
url
- HTTP URL format

The label is the display name on the CRM page.

Prevent the display of custom data

You can use the invisible_to_agent property with a custom data object to prevent signed or unsigned custom data from being displayed in the agent adapter. In the previous example, the end-user's social security number is not shown in the agent adapter because "invisible_to_agent" : true is included in the ssn object.

Note: The invisible_to_agent property does not prevent reserved data properties from displaying in the agent adapter.

When you include the "invisible_to_agent" : true property with a custom data object, you can expect the following behavior:

The custom data is included in the session metadata file .
The custom data is not included in CRM records.

For more information, see View session data in the agent adapter .

Reserved data properties

You can send reserved data properties to Contact Center AI Platform (CCAI Platform) as signed custom data when a session begins. For more information, see Send reserved data properties .

The following is an example of reserved data properties in custom data:

{
    "custom_data": {
      "reserved_verified_customer": {
        "label": "Verified Customer",
        "value": " VERIFIED_CUSTOMER_BOOLEAN 
": ,
        "type": "boolean"
      },
      "reserved_bad_actor": {
        "label": "Bad Actor",
        "value": " VERIFIED_BAD_ACTOR_BOOLEAN 
": ,
        "type": "boolean"
      },
      "reserved_repeat_customer": {
        "label": "Repeat Customer",
        "value": " REPEAT_CUSTOMER_BOOLEAN 
": ,
        "type": "boolean"
      }
    }
  }

Replace the following:

VERIFIED_CUSTOMER_BOOLEAN : True if you consider this end-user to be a legitimate customer.
VERIFIED_BAD_ACTOR_BOOLEAN : True if you consider this end-user to potentially be a bad actor.
REPEAT_CUSTOMER_BOOLEAN : True if you have determined that this end-user has contacted your contact center before.

SDK configuration

You can configure several options before starting the Android SDK. See the UjetOption class. The Fallback Phone Number and Network Sensitivity options described in the following table only work when the Enable PSTN Fallbacktoggle is on in the CCAI Platform portal at Settings > Developer Settings > MMA > Edit. When the Enable PSTN Fallbacktoggle is off, we don't fallback to PSTN. CCAI Platform uses default network sensitivity (0.85) for checking network connections.

Option	Description	Value	Default value
Log Level	Log level to be printed in Logcat.	Integer. Same with Log level for Android Log. (Min: 2, Max: 7)	5 (Log.Warn)
Default Language	The default language code.	String. An ISO 639 language code. (e.g. en for English)	null
Fallback Phone Number	The phone number is used as the fallback when the internet is not available or the representative phone number for the company doesn't exist from Admin portal.	String. Phone number.	null
Uncaught Exception Handler Enabled	Enable the uncaught exception handler. If `true` , the app handles all uncaught SDK exceptions at runtime by using `Thread.setDefaultUncaughtExceptionHandler` . However, if the same exception occurs twice, the app crashes.	Boolean.	true
Network Sensitivity	The sensitivity for checking the network state.	Double between `0` and `1` , where `0` is the least sensitive and `1` is the most sensitive. A value of `1` will always fall back to a PSTN call. If used, we recommend starting out with a value of `.97` . The value from the Portal under Settings > Developer Settings > Mobile Apps > Fallbackphone number threshold overrides this value.	0.85
Dark Mode Enabled	Enable the dark mode theme. If `true` , the SDK applies a dark mode theme when the user turns on dark mode, and otherwise ignores the action.	Boolean.	false
Single Channel Enabled	Config option to either show or bypass channel selection screen for a single channel. If `true` , the SDK shows a single channel selection screen instead of automatically selecting the channel even if only one channel is enabled in the menu queue.	Boolean.	false
Auto Minimize Call View	Config option to automatically minimize the initial call screen UI by default or wait for the user to minimize it.	Boolean.	false
Agent Icon Border Enabled	Config option to show or remove a circular border around the agent icon.	Boolean.	false
Static Font Size In Picker View	Config option to automatically adjust or disable the picker item text size.	Boolean.	false
Hide Media Attachment In Chat	Config option to show or hide the media attachment icon in chat UI.	Boolean.	false
Ignore `READ_PHONE_STATE` Permission	If set to `true` then the SDK doesn't request the `READ_PHONE_STATE` permission. If you don't want to use in-app IVR calls, set this flag to `true` to avoid requesting this permission and also your application needs to explicitly remove `android.permission.READ_PHONE_STATE` permission for CCAI Platform SDK. Note that we don't recommend setting this to `true` , because this permission is required for in-app IVR calls to work.	Boolean	false
Cobrowse.io License Key (if applicable)	Config option to set up the `Cobrowse.io` library. You can find your Cobrowse License Key by signing in to `https://cobrowse.io/dashboard/settings` and going to the License Keysection.	String	null
Custom chat header title	Config option to customize chat header title text in the chat UI.	String	null
Customize chat UI quick replies	Config option to customize virtual agent quick replies in chat UI. Virtual agent quick replies are grouped together by default but if you want to display them individually, you can use this config option to set QuickReplyButtonsStyle.INDIVIDUAL	UjetStylesOptions	QuickReplyButtonsStyle.GROUPED
Customize chat UI various attributes	Config option to customize various attributes such as the font, background color, icon, etc.	UjetStylesOptions	Null
Hide status bar	Config option to show or hide the status bar. If the value is true then the SDK will hide the status bar.	Boolean	false
Set loading spinner drawable res	Config option to customize the loading spinner view throughout the app. If it's not available or null then we use the default loading view.	Integer	Null
Landscape orientation disabled	Disable the landscape orientation. If the value is true, then the landscape orientation isn't applied.	Boolean	False
Hide start new conversation inline button in chat	Config option to show or hide the start new conversation inline button in the chat UI.	Boolean	False
Show CSAT skip button	Config option to show or hide the skip button in the CSAT dialog	Boolean	False
Block chat termination by end-user	Config option to show or hide the end chat button in the chat UI	Boolean	False
Hide download chat transcript	Show or hide the download chat transcript button in the chat actions menu and in the chat user interface. If you add a space to the `ujet_common_hide` string, the `Hide` text disappears and only the back arrow appears.	Integer. Values: `0` = Show everywhere `1` = Hide from the options menu `2` = Hide from the post chat screen `3` = Hide from both the options menu and the post chat screen.	`0` `UjetOption.setBlockChatTerminationByEndUser`

 UjetOption  
 ujetOption 
  
 = 
  
new  
UjetOption.Builder () 
  
.setLogLevel ( 
Log.INFO ) 
  
.setDefaultLanguage ( 
 "en" 
 ) 
  
.setFallbackPhoneNumber ( 
 "+18001112222" 
 ) 
  
.setUncaughtExceptionHandlerEnabled ( 
 false 
 ) 
  
.setNetworkSensitivity ( 
 0 
 ) 
  
.setDarkModeEnabled ( 
 true 
 ) 
  
.setShowSingleChannelEnabled ( 
 true 
 ) 
  
.setAutoMinimizeCallView ( 
 true 
 ) 
  
.setShowAgentIconBorderEnabled ( 
 true 
 ) 
  
.setStaticFontSizeInPickerView ( 
 true 
 ) 
  
.setHideMediaAttachmentInChat ( 
 true 
 ) 
  
.setIgnoreReadPhoneStatePermission ( 
 true 
 ) 
  
.setCobrowseLicenseKey ( 
 "COBROWSE_IO_LICENSE_KEY_HERE" 
 ) 
  
.setCobrowseURL ( 
 "COBROWSE_IO_API_URL_HERE" 
 ) 
  
.setCustomChatHeaderTitle ( 
 "CHAT_HEADER_TITLE_TEXT" 
 ) 
  
.setUjetStylesOptions ( 
  
new  
UjetStylesOptions.Builder () 
  
.setChatQuickReplyButtonsStyle ( 
QuickReplyButtonsStyle.INDIVIDUAL ) 
  
.setChatStyles ( 
new  
ChatStyles ( 
... )) 
  
//  
See  
 ` 
Content  
Cards  
Theme ` 
  
item  
.build () 
  
 ) 
  
.setBlockChatTerminationByEndUser ( 
 true 
 ) 
  
.setHideStatusBar ( 
 true 
 ) 
  
.setLoadingSpinnerDrawableRes ( 
R.drawable.RESOURCE_NAME ) 
  
.setLandscapeOrientationDisabled ( 
 true 
 ) 
  
.setShowCsatSkipButton ( 
 false 
 ) 
  
.setHideDownloadChatTranscript ( 
 0 
 ) 
  
//  
 0 
  
to  
 3 
.  
 0 
  
 = 
  
Show  
everywhere,  
 1 
  
 = 
  
Hide  
from  
the  
options  
menu,  
 2 
  
 = 
  
Hide  
from  
the  
post  
chat  
screen,  
 3 
  
 = 
  
Hide  
from  
both  
the  
options  
menu  
and  
the  
post  
chat  
screen.  
.build () 
 ; 
//The  
following  
customizes  
various  
attributes  
 in 
  
chat  
UI
ChatStyles  
 chatStyles 
  
 = 
  
new  
ChatStyles () 
 ; 
chatStyles.setBackButton ( 
new  
BackButtonStyle ( 
false,  
 "ujet_agent_sample" 
 )) 
 ; 
  
//customizes  
back  
button  
styles
chatStyles.setHeader ( 
... ) 
 ; 
  
//customizes  
chat  
header  
styles
chatStyles.setAgentMessageBubbles ( 
... ) 
 ; 
  
//customizes  
agent  
messages  
styles
chatStyles.setConsumerMessageBubbles ( 
... ) 
 ; 
  
//customizes  
consumer  
messages  
styles
chatStyles.setSystemMessages ( 
... ) 
 ; 
  
//customizes  
system  
messages  
styles
chatStyles.setEndChatButton ( 
... ) 
 ; 
  
//customizes  
end  
chat  
button  
styles
chatStyles.setTimeStamps ( 
... ) 
 ; 
  
//customizes  
timestamp  
styles
chatStyles.setUserInputBar ( 
... ) 
 ; 
  
//customizes  
user  
input  
bar  
styles

UjetOption  
 ujetOption 
  
 = 
  
new  
UjetOption.Builder () 
  
.setUjetStylesOptions ( 
  
new  
UjetStylesOptions.Builder () 
  
.setChatStyles ( 
chatStyles ) 
  
.build () 
  
 ) 
//The  
following  
customizes  
various  
attributes  
 in 
  
chat  
UI  
using  
json  
file.  
Store  
json  
file  
 in 
  
assets  
folder
//and  
create  
a  
method  
to  
 read 
  
json  
file  
contents  
and  
convert  
it  
into  
json  
string.
String  
 chatStylesFromJson 
  
 = 
  
parseJsonContentsFromAssetsFolder () 
 ; 
UjetOption  
 ujetOption 
  
 = 
  
new  
UjetOption.Builder () 
  
.setUjetStylesOptions ( 
  
new  
UjetStylesOptions.Builder () 
  
.setChatStyles ( 
chatStylesFromJson ) 
  
.build () 
  
 )

Fallback

You can use UjetErrorListener for the fallback of unexpected errors. If you don't set this listener or return false, the Android SDK will handle the error.

The Android SDK will redirect users to the dialer with a fallback number only when Enable PSTN Fallback toggle is ONin the at Settings > Developer Settings > MMA > Edit pop-up, exit the SDK otherwise.

Error Type	Error Code	Trigger
NETWORK_ERROR	1	The network is not available. Note that this error is not triggered when network is not available during chat or call or rate screen.
AUTHENTICATION_ERROR	100	An unexpected error occurred during the authentication.
AUTHENTICATION_JWT_ERROR	101	An unexpected error occurred during the JWT validation (e.g. parsing error).
VOIP_CONNECTION_ERROR	1000	Failed to establish a connection to the VoIP provider. It is handled through the callback of VoIP SDK.
VOIP_LIBRARY_NOT_FOUND	1001	A call is expected to be connected using a VoIP provider but one couldn't be found. This could happen when a developer integrated the wrong SDK or didn't add VoIP provider library in their dependencies.
CHAT_LIBRARY_NOT_FOUND	1100	Occurs when couldn't find chat library. This could happen when a developer integrated the wrong SDK or didn't add Twilio Chat library in their dependencies.

 Ujet.setUjetEventListener ( 
new  
UjetEventListener () 
  
 { 
  
@Override  
public  
void  
onEvent ( 
UjetEventType  
eventType,  
HashMap<String,  
Object>  
eventData ) 
  
 { 
  
//  
eventType  
specifies  
the  
event  
 type 
  
and  
eventData  
holds  
the  
data  
related  
to  
the  
event.  
//  
You  
can  
parse  
the  
eventData  
and  
here  
we  
are  
just  
logging  
the  
event  
 type 
  
and  
event  
data.  
Log.i ( 
 "CCAI Platform Event Type" 
,  
eventType.getValue ()) 
 ; 
  
StringBuilder  
 builder 
  
 = 
  
new  
StringBuilder () 
 ; 
  
 for 
  
 ( 
Map.Entry<String,  
Object>  
entry  
:  
eventData.entrySet ()) 
  
 { 
  
builder.append ( 
entry.getKey ()) 
.append ( 
 " : " 
 ) 
.append ( 
entry.getValue ()) 
.append ( 
 "\n" 
 ) 
 ; 
  
 } 
  
Log.i ( 
 "CCAI Platform Event Data" 
,  
builder.toString ()) 
 ; 
  
 } 
 }) 
 ;

App permissions

The app requires the following permissions and requests these permissions of user when required.

Permission	Description
CAMERA	Used for smart action to take photos and record videos
MICROPHONE	Allows app to use VoIP call through Twilio
STORAGE	Allows app to save photos and videos

Deep linking setup ( optional )

If you want to use smart actions for an IVR (PSTN) call, you need to set up deep linking in your project.

Deep linking format is a unique URI such as:

 ujet://  
<package_name>/smartchannel.

Also, you have to set this link or any URL which will redirect to this link in Admin Portal ( Settings > Operation Management > Enable Send SMS to Download App).

You will need to add an intent filter that contains the deep link in your manifest.

 <activity  
android:name = 
 "co.ujet.android.activity.UjetActivity" 
>  
<intent-filter>  
<action  
android:name = 
 "android.intent.action.VIEW" 
  
/>  
<category  
android:name = 
 "android.intent.category.DEFAULT" 
  
/>  
<category  
android:name = 
 "android.intent.category.BROWSABLE" 
  
/>  
<data  
android:host = 
 "<package_name>" 
  
android:scheme = 
 "ujet" 
  
android:path = 
 "/smartchannel" 
  
/>  
</intent-filter>
</activity>

Preferred channel

The Preferred Channel parameter lets you to route consumers directly to a specific channel. The end-user then skips the channel selection step and directly initiates contact through the channel specified in the Preferred Channel parameter.

UjetStartOptions.preferredChannel

 Ujet.start ( 
new ) 
UjetStartOptions.Builder () 
.setPreferredChannel ( 
UjetPreferredChannel.UjetPreferredChannelChat ) 
.build ()) 
 ;

Event Notifications

You can optionally set UjetEventListener to receive application event notifications.

Available event types and descriptions are listed here.

 Ujet.setUjetEventListener ( 
new  
UjetEventListener () 
  
 { 
  
@Override  
public  
void  
onEvent ( 
UjetEventType  
eventType,  
HashMap<String,  
Object>  
eventData ) 
  
 { 
  
//  
eventType  
specifies  
the  
event  
 type 
  
and  
eventData  
holds  
the  
data  
related  
to  
the  
event.  
//  
You  
can  
parse  
the  
eventData  
and  
here  
we  
are  
just  
logging  
the  
event  
 type 
  
and  
event  
data.  
Log.i ( 
 "CCAI Platform Event Type" 
,  
eventType.getValue ()) 
 ; 
  
StringBuilder  
 builder 
  
 = 
  
new  
StringBuilder () 
 ; 
  
 for 
  
 ( 
Map.Entry<String,  
Object>  
entry  
:  
eventData.entrySet ()) 
  
 { 
  
builder.append ( 
entry.getKey ()) 
.append ( 
 " : " 
 ) 
.append ( 
entry.getValue ()) 
.append ( 
 "\n" 
 ) 
 ; 
  
 } 
  
Log.i ( 
 "CCAI Platform Event Data" 
,  
builder.toString ()) 
 ; 
  
 } 
 }) 
 ;

Event type	Description	Data included in event
`EmailClicked`	Triggers when the end-user clicks the email channel.	Queue menu data
`EmailSubmitted`	Triggers when the end-user sends an email.	Queue menu data, email submitted data
`SessionPaused`	Triggers when the end-user minimizes a chat or call session.	Session data
`SessionResumed`	Triggers when the end-user switches back to a chat or call session from the background.	Session data
`SessionCreated`	Triggers when a chat or call session is created.	Queue menu data, session created data
`SessionEnded`	Triggers when a chat or call session is ended.	Queue menu data, session created data, session ended data
`SdkTerminated`	Triggers when the SDK is closed, including when it's closed unexpectedly.	SDK terminated data
`ContentCardClicked`	Triggers when a content card is clicked.	Content-card clicked data
`ContentCardButtonClicked`	Triggers when a content card button is clicked.	Content-card button clicked data
`QuickReplyClicked`	Triggers when a quick reply is clicked.	Quick reply clicked data
`MessageLinkClicked`	Triggers when a link is clicked.	Message link clicked data

Queue menu data

Key	Type	Description
`event_name`	String	Contains event name. Example, "Email Clicked".
`application`	String	Contains application name. Example, "Android".
`app_id`	String	Contains app identifier which is same as Context.getPackageName().
`app_version`	String	Contains app version name and version code. Example, "0.32.0 (123)".
`sdk_version`	String	Contains the SDK version. Example, "0.32.0".
`timestamp`	String	Contains timestamp in UTC (in yyyy-MM-dd'T'HH:mm:ss'Z' format).
`device_model`	String	Contains user device model. Example, "Google Pixel".
`device_version`	String	Contains user device version. Example, "10, Q, SDK 29".
`company`	String	Contains company name. Example, "Company".
`menu_name`	String	Contains name of the leaf node (user last menu selection). Example, "Sub Menu".
`menu_id`	String	Contains id of the leaf node (user last menu selection). Example, "123".
`menu_path`	String	Contains the full sequence of menus selected by user. Example, "Parent / Child / Sub Menu".
`menu_key`	String	Contains DAP key and it is optional. Example, "special_user_menu".

Email submitted data

Key	Type	Description
`has_attachments`	Boolean	Returns True if email has any attachments, False otherwise.

Session data

Key	Type	Description
`event_name`	String	Contains event name. Example, "Email Clicked".
`type`	String	Contains session type. Example, "chat" or "call".
`timestamp`	String	Contains timestamp in UTC (in yyyy-MM-dd'T'HH:mm:ss'Z' format).

Session created data

Key	Type	Description
`session_id`	String	Contains session id. Example, "100".
`type`	String	Contains session type. Example, "chat" or "call".
`end_user_identifier`	String	Contains end user identifier. Example, "John".
`messages_end_user`	String	Contains end user messages count and only included for chat session. Example, "3".
`messages_agent`	String	Contains agent messages count and only included for chat session. Example, "3".

Session ended data

Key	Type	Description
`agent_name`	String	Contains agent name. Example, "John".
`ended_by`	String	Contains who ended the session details. Possible values are "agent" (when agent ends the session) or "end_user" (when end user ends the session) or "timeout" (when chat is timed out) or "dismissed" (when chat is dismissed).
`duration`	String	Contains session duration in seconds and only included for call session. Example, "30 seconds".

SDK terminated data

Key	Type	Description
`event_name`	String	Contains event name. Example, "Email Clicked".

Content card clicked data

Key	Type	Description
`title`	string	The card title.
`title`	string	The card title.
`subtitle`	string	The card subtitle.
`body`	string	The description of the content card.
`link`	string	A web page link or a deeplink. The SDK uses the OS capabilities to open it.
`event_params`	dictionary	A dictionary containing extra information about the click event. The SDK uses this.

Content card button clicked data

Key	Type	Description
`title`	string	The card title.
`title`	string	The card title.
`link`	string	A web page link or a deeplink. The SDK uses the OS capabilities to open it.
`event_params`	dictionary	A dictionary containing extra information about the click event. The SDK uses this.

Quick reply clicked data

Key	Type	Description
`title`	string	The card title.
`title`	string	The card title.
`link`	string	A web page link or a deeplink. The SDK uses the OS capabilities to open it.
`event_params`	dictionary	A dictionary containing extra information about the click event. The SDK uses this.

Message link clicked data

Key	Type	Description
`event_name`	String	Contains the event name—for example, "Message Link Clicked".
`link`	String	A web page link or a deep link. The SDK uses the OS capabilities to open it.

Incoming call behavior changes

Beginning with Android 10 version devices , incoming call will not be received directly to end users when host app is in the background. Instead, we use notifications to alert users to incoming call (even when phone is locked) giving them the option to accept or decline the call.

We show the same notifications when host app in background and locked the screen before incoming call is arrived. This behavior change is to comply with Google's recent restrictions to start activities when app is in background. Behavior is not affected when host app in foreground or running on lower than Android 10 version devices.

Customize SDK session

This section outlines how the SDK can be further customized.

Check for an existing session

Before starting a session, use the described method to check if there is any existing or in progress session. And, if it exists then you can prompt the end user to resume or cancel it.

This is especially important when a user is changed.

  if 
  
 ( 
Ujet.getStatus () 
  
! = 
  
UjetStatus.None ) 
  
 { 
  
//  
Display  
alert  
to  
cancel  
login  
or  
resume  
existing  
session }

Disconnect the session

Refer to the method if you want to disconnect any session in progress.

Before using this method, ensure to check if such a session exists using Ujet.getStatus(). If you want to perform an action(s) after the SDK disconnects the session, for example, showing a message or closing the app, then you can use response callback onFinished() as covered in the next section, otherwise set callback to null.

 Ujet.disconnect ( 
new  
UjetResponseCallback () 
  
 { 
  
@Override  
public  
void  
onFinished () 
  
 { 
  
//  
 ` 
onFinished () 
 ` 
  
is  
triggered  
after  
CCAI  
Platform  
disconnects  
the  
session.  
finish () 
 ; 
  
//  
Finishes  
the  
activity.  
 } 
 }) 
 ;

Clear end user data from cache

You are responsible for clearing the cache when end user related data has been updated or changed from your app. For example, if the end user has signed out, then invoke the method to remove the cache for that user so that a new session is initiated for the new end user upon the next start of SDK.

 Ujet.clearUserData () 
 ;

Hide the SDK

You can hide the SDK using the Ujet.hideSDK() method. This is useful when the SDK interferes with your app user interface, for example. Initialize the SDK using Ujet.init() before calling this method. Ujet.init() returns true if the SDK is hidden successfully, and false otherwise. After hiding the SDK, you can start it again using the Ujet.start() method.

The following example hides the SDK:

 Ujet.hideSDK () 
 ;

Language preference

The Android SDK will use the following priority order to determine the language.

Language selected from the splash screen within the app.
Default language selected using UjetOptions . You can set the default language using setDefaultLanguage("en") in UjetOptions . See Default Language in the SDK configuration section for more details.
Device language selected in the device (using Settings > General > Language) will be used, when it is supported by the app.
Closest dialect of device language will be used when the app does not support the device language but supports its closest parent dialect. For example, if the user selected Spanish Cuba as the language in the device and the app does not support Spanish Cuba but supports parent dialect Spanish, then Spanish language will be used.
English will be used as the default language, when the device language is not supported by the app.

Configure external deflection link icons

Customize the icon in the External Deflection Link channel by uploading the icon into a drawable folder of your app and ensure you use the same icon name while creating the external deflection link in the CCAI Platform portal at Settings > Chat > External Deflection Links > View links > Add Deflection Link.

If the icon name in the CCAI Platform portal doesn't match the icon uploaded into the app then the Android SDK will uses the default icon.

Configure the surveys Thank You icon

You can customize or override the icon in survey thank you page by uploading an icon into the drawable folder of your app and use the filename ujet_survey_thank_you_icon as icon name.

Customize (Optional)

This section outlines how to customize specific values within the SDK.

Strings

You can customize strings used in the application by overriding keys for each string in strings.xml.

 <resources>  
<!--Greeting  
title  
and  
message  
 in 
  
splash  
screen-->  
<string  
 name 
 = 
 "ujet_greeting_title" 
>Customer  
Support</string>  
<string  
 name 
 = 
 "ujet_greeting_description" 
>runs  
on  
UJET</string>
</resources>

Survey configuration

Text size customization

Customize title, description and picker text size used in the application by overriding following keys in dimens.xml.

Customizable text sizes are outlined:

 <resources>  
<!--  
Don't  
include  
the  
following  
tags  
if  
you  
don't  
want  
to  
customize  
any  
of  
these  
keys  
and  
prefer  
to  
use  
the  
CCAI  
Platform  
default  
values  
instead.  
-->  
<!--  
You  
can  
customize  
title  
text  
size  
by  
updating  
value  
here.  
-->  
<dimen  
name="ujet_title">10sp</dimen>  
<!--  
You  
can  
customize  
description  
text  
size  
by  
updating  
value  
here.  
-->  
<dimen  
name="ujet_description">10sp</dimen>  
<!--  
You  
can  
customize  
picker  
text  
size  
by  
updating  
value  
here.  
-->  
<dimen  
name="ujet_picker_item_text_size">10sp</dimen>
</resources>

Theme

Customize the theme and background with the following steps. Step 1 is for theme and step 2 is for background.

Customize the theme by overriding keys for each style item in style.xml. For example,

 <!--Default  
style  
applies  
to  
both  
Light  
and  
Dark  
Mode  
Themes-->
<style  
 name 
 = 
 "Ujet" 
>  
<item  
 name 
 = 
 "ujet_typeFace" 
>ProximaNova-Reg.otf</item>  
<item  
 name 
 = 
 "ujet_colorPrimary" 
>@color/primaryDefault</item>  
<item  
 name 
 = 
 "ujet_colorPrimaryDark" 
>@color/primaryDarkDefault</item>  
<item  
 name 
 = 
 "ujet_buttonRadius" 
>10dp</item>  
<item  
 name 
 = 
 "ujet_companyLogo" 
>@drawable/your_company_logo_default</item>  
<!--  
You  
can  
customize  
the  
avatar  
 in 
  
waiting  
UI  
before  
call  
or  
chat  
is  
connected  
by  
using  
the  
following  
option.  
-->  
<item  
 name 
 = 
 "ujet_defaultAvatar" 
>@drawable/your_default_avatar</item>
</style>

<!--This  
is  
optional  
and  
can  
be  
used  
to  
update  
style  
 in 
  
Light  
Mode  
Theme  
only-->
<style  
 name 
 = 
 "Ujet.Light" 
>  
<item  
 name 
 = 
 "ujet_typeFace" 
>ProximaNova-Reg.otf</item>  
<item  
 name 
 = 
 "ujet_colorPrimary" 
>@color/primaryLightMode</item>  
<item  
 name 
 = 
 "ujet_colorPrimaryDark" 
>@color/primaryDarkLightMode</item>  
<item  
 name 
 = 
 "ujet_buttonRadius" 
>10dp</item>  
<item  
 name 
 = 
 "ujet_companyLogo" 
>@drawable/your_company_logo_light_mode</item>  
<!--  
You  
can  
customize  
the  
avatar  
 in 
  
waiting  
UI  
before  
call  
or  
chat  
is  
connected  
by  
using  
the  
following  
option.  
-->  
<item  
 name 
 = 
 "ujet_defaultAvatar" 
>@drawable/your_default_avatar</item>
</style>

<!--This  
is  
optional  
and  
can  
be  
used  
to  
update  
style  
 in 
  
Dark  
Mode  
Theme  
only-->
<style  
 name 
 = 
 "Ujet.Dark" 
>  
<item  
 name 
 = 
 "ujet_typeFace" 
>ProximaNova-Reg.otf</item>  
<item  
 name 
 = 
 "ujet_colorPrimary" 
>@color/primaryDarkMode</item>  
<item  
 name 
 = 
 "ujet_colorPrimaryDark" 
>@color/primaryDarkForDarkMode</item>  
<item  
 name 
 = 
 "ujet_buttonRadius" 
>10dp</item>  
<item  
 name 
 = 
 "ujet_companyLogo" 
>@drawable/your_company_logo</item>  
<!--  
You  
can  
customize  
the  
avatar  
 in 
  
waiting  
UI  
before  
call  
or  
chat  
is  
connected  
by  
using  
the  
following  
option.  
-->  
<item  
 name 
 = 
 "ujet_defaultAvatar" 
>@drawable/your_default_avatar</item>
</style>

You can customize background color in the application by overriding keys for each style item in style.xml. Customizable background color is shown in the screenshot.

 <style  
 name 
 = 
 "Ujet" 
>  
<!--  
Don 't include the following tags if you don' 
t  
want  
to  
customize  
any  
of  
these  
keys  
and  
prefer  
to  
use  
the  
CCAI  
Platform  
default  
values  
instead.  
-->  
<!--  
You  
can  
customize  
light  
mode  
theme  
background  
color  
by  
updating  
value  
here  
 in 
  
hex.  
-->  
<item  
 name 
 = 
 "ujet_colorBackground" 
>@color/backgroundDefault</item>  
<!--  
You  
can  
customize  
dark  
mode  
theme  
background  
color  
by  
updating  
value  
here  
 in 
  
hex.  
-->  
<item  
 name 
 = 
 "ujet_colorBackgroundDark" 
>@color/backgroundDefaultDark</item>
</style>

Customize the chat header title

There are options available to customize the chat header title text in chat in your UI.

You can customize the chat header title text by using the following options:

 <item  
 name 
 = 
 "ujet_chatCustomHeaderTextColor" 
>@color/chatHeaderTextLightMode</item>
<item  
 name 
 = 
 "ujet_chatCustomHeaderTextColowDark" 
>@color/chatHeaderTextDarkMode</item>
<item  
 name 
 = 
 "ujet_chatCustomHeaderTextSize" 
>16sp</item>
<item  
 name 
 = 
 "ujet_chatCustomHeaderTextStyle" 
>bold</item>

You can customize Virtual Agent quick replies in the chat UI by using the following options:

 <item  
 name 
 = 
 "ujet_colorChatQuickReplyButtonBackground" 
>@color/chatQuickReplyButtonBackgroundLightMode</item>
<item  
 name 
 = 
 "ujet_colorChatQuickReplyButtonBackgroundDark" 
>@color/chatQuickReplyButtonBackgroundDarkMode</item>
<item  
 name 
 = 
 "ujet_colorChatQuickReplyButtonPressedBackground" 
>@color/chatQuickReplyButtonPressedBackgroundLightMode</item>
<item  
 name 
 = 
 "ujet_colorChatQuickReplyButtonPressedBackgroundDark" 
>@color/chatQuickReplyButtonPressedBackgroundDarkMode</item>
<item  
 name 
 = 
 "ujet_colorChatQuickReplyButtonText" 
>@color/chatQuickReplyButtonTextLightMode</item>
<item  
 name 
 = 
 "ujet_colorChatQuickReplyButtonTextDark" 
>@color/chatQuickReplyButtonTextDarkMode</item>
<item  
 name 
 = 
 "ujet_colorChatQuickReplyButtonPressedText" 
>@color/chatQuickReplyButtonPressedTextLightMode</item>
<item  
 name 
 = 
 "ujet_colorChatQuickReplyButtonPressedTextDark" 
>@color/chatQuickReplyButtonPressedTextDarkMode</item>
<item  
 name 
 = 
 "ujet_colorChatQuickReplyButtonStroke" 
>@color/chatQuickReplyButtonStrokeLightMode</item>
<item  
 name 
 = 
 "ujet_colorChatQuickReplyButtonStrokeDark" 
>@color/chatQuickReplyButtonStrokeDarkMode</item>
<item  
 name 
 = 
 "ujet_chatQuickReplyButtonTypeFace" 
>Kreon-Regular.ttf</item>
<item  
 name 
 = 
 "ujet_chatQuickReplyButtonStrokeWidth" 
>3dp</item>
<item  
 name 
 = 
 "ujet_chatQuickReplyButtonCornerRadius" 
>3dp</item>
<item  
 name 
 = 
 "ujet_chatQuickReplyButtonVerticalMargin" 
>0dp</item>
<item  
 name 
 = 
 "ujet_chatQuickReplyButtonHorizontalPadding" 
>10dp</item>
<item  
 name 
 = 
 "ujet_chatQuickReplyButtonVerticalPadding" 
>1dp</item>
<item  
 name 
 = 
 "ujet_chatQuickReplyButtonAlignment" 
>right</item>

Content cards

You can add customization for content cards along with chat customization. You can do this either by using the JSON file (refer to the content_card property in the app/src/main/assets/json/ujet_styles.json file) or by using the ContentCardStyle class.

 ChatStyles ( 
  
...  
 contentCard 
  
 = 
  
ContentCardStyle ( 
  
 backgroundColor 
  
 = 
  
 "color_reference" 
,  
 cornerRadius 
  
 = 
  
 8 
,  
 font 
  
 = 
  
FontStyle ( 
  
 colorReference 
  
 = 
  
 "color_reference" 
,  
 size 
  
 = 
  
 16 
,  
 style 
  
 = 
  
 "bold|italic" 
,  
 family 
  
 = 
  
 "Roboto-Black.ttf" 
,  
 ) 
,  
 border 
  
 = 
  
BorderStyle ( 
  
 color 
  
 = 
  
 "color_reference" 
,  
 width 
  
 = 
  
 2 
,  
 ) 
,  
 title 
  
 = 
  
TextStyle ( 
  
FontStyle ( 
  
 colorReference 
  
 = 
  
 "color_reference" 
,  
 size 
  
 = 
  
 18 
,  
 style 
  
 = 
  
 "bold|italic" 
,  
 family 
  
 = 
  
 "Roboto-Black.ttf" 
,  
 ) 
  
 ) 
,  
 subtitle 
  
 = 
  
TextStyle ( 
  
FontStyle ( 
  
 colorReference 
  
 = 
  
 "color_reference" 
,  
 size 
  
 = 
  
 16 
,  
 style 
  
 = 
  
 "bold|italic" 
,  
 family 
  
 = 
  
 "Roboto-Black.ttf" 
,  
 ) 
  
 ) 
,  
 body 
  
 = 
  
TextStyle ( 
  
FontStyle ( 
  
 colorReference 
  
 = 
  
 "color_reference" 
,  
 size 
  
 = 
  
 16 
,  
 style 
  
 = 
  
 "bold|italic" 
,  
 family 
  
 = 
  
 "Roboto-Black.ttf" 
,  
 ) 
  
 ) 
  
 ) 
 )

Web form theme

You can customize the web form card along with chat customization. You can do this either by using the JSON file (refer to the form_card property in the app/src/main/assets/json/ujet_styles.json file) or by using the FormCardStyle class.

 ChatStyles ( 
  
...  
 formCard 
  
 = 
  
FormCardStyle ( 
  
 backgroundColor 
  
 = 
  
 "color_reference" 
,  
 cornerRadius 
  
 = 
  
 8 
,  
 font 
  
 = 
  
FontStyle ( 
  
 colorReference 
  
 = 
  
 "color_reference" 
,  
 size 
  
 = 
  
 16 
,  
 style 
  
 = 
  
 "bold|italic" 
,  
 family 
  
 = 
  
 "Roboto-Black.ttf" 
,  
 ) 
,  
 border 
  
 = 
  
BorderStyle ( 
  
 color 
  
 = 
  
 "color_reference" 
,  
 width 
  
 = 
  
 2 
,  
 ) 
,  
 title 
  
 = 
  
TextStyle ( 
  
FontStyle ( 
  
 colorReference 
  
 = 
  
 "color_reference" 
,  
 size 
  
 = 
  
 18 
,  
 style 
  
 = 
  
 "bold|italic" 
,  
 family 
  
 = 
  
 "Roboto-Black.ttf" 
,  
 ) 
  
 ) 
,  
 subtitle 
  
 = 
  
TextStyle ( 
  
FontStyle ( 
  
 colorReference 
  
 = 
  
 "color_reference" 
,  
 size 
  
 = 
  
 16 
,  
 style 
  
 = 
  
 "bold|italic" 
,  
 family 
  
 = 
  
 "Roboto-Black.ttf" 
,  
 ) 
  
 ) 
,  
 image 
  
 = 
  
ImageStyle  
 ( 
  
 height 
  
 = 
  
 94 
,  
 ) 
,  
 ) 
 )

Surveys

You can change the icon on the survey thank you page by uploading an icon to your app's drawable folder.

Make sure you use ujet_survey_thank_you_icon as the icon name.

Troubleshooting

Starting a new chat took longer than 30 seconds

Check if you are responding to a delegate method of custom data. You should return valid custom data upon request or just return null with a callback. Use the following code for reference.

   
@Override  
public  
void  
onSignPayloadRequest ( 
Map<String,  
Object>  
payload,  
UjetPayloadType  
ujetPayloadType,  
UjetTokenCallback  
tokenCallback ) 
  
 { 
  
 if 
  
 ( 
 ujetPayloadType 
  
 == 
  
UjetPayloadType.CustomData ) 
  
 { 
  
tokenCallback.onToken ( 
null ) 
 ; 
  
 } 
  
 }

Policy declaration explanation

If you receive a notification in the Google Play console asking you to declare a policy for the services or permissions used by the Android SDK, use one of the following explanations.

Declare foreground services used by the Android SDK

Google introduced foreground service types in Android 14 and mandated it to specify while starting foreground services, according to https://developer.android.com/about/versions/14/changes/fgs-types-required#remote-messaging. The Contact Center AI Platform (CCAI Platform) Android SDK uses foreground services to initiate chat and call, so we used FOREGROUND_SERVICE_REMOTE_MESSAGING service type for chat as we are dealing with text messages and FOREGROUND_SERVICE_MICROPHONE service type for call. Without these service types the SDK will crash while initiating chat or call starting from Android 14 version devices.

Declare full screen intent permission used by the Android SDK

USE_FULL_SCREEN_INTENT permission is required to show incoming call push notification when device is locked. It alerts the end user and displays the incoming call notification in full screen (this is how in-built phone app notifies the incoming call to the end user).

Support Android 15

To support Android 15, follow these steps:

Set compileSdkVersion = 35 and targetSdkVersion = 35 in your build.gradle(:app) .
Ensure that your project Android Gradle Plugin (AGP) version is 8.5.1 or later. For more information, see Update the packaging of your shared libraries .
Install the Java Development Kit (JDK) version 17 or later to build Android projects using AGP 8.0 or later. For more information, see JDK 17 required to run AGP 8.0 .