Was hoping to integrate a "webchat" style option for our customers directly into our secure mobile app, preferably after the customer is authenticated to our app. Here is what our chat developer had to say about the mobile API:
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I heard back from our professional services team and the sentiment is that we do not recommend integrating this chat to our application. We have checked with the vendor and they do not provide any level of authentication between us and them, we simply need to pre-fill user details in their form so user can start chatting; user is not protected if he/she submits secure information in the chat (cards, SSN and so on) but user will have a feeling that chat is trusted since he/she opened it up through MFM app.
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Thoughts ?
they do not provide any level of authentication between us and them
This is correct in that the customer does not have a PureCloud account to authenticate with. Web chat participants are guests to PureCloud, so they do not have an account to authenticate with. If validation of the customer is required, you may restrict access to the web chat page by authenticating users in your app before allowing them to initiate a web chat. However, anyone who knows your webchat configuration information can submit a web chat to your org by invoking the web chat widget directly.
user is not protected if he/she submits secure information in the chat (cards, SSN and so on)
This is only true if you do not configure input masking. The web chat configuration object accepts a property named maskPatterns that allows you to specify a regular expression that will hide any customer input that matches the regex. From the webchat documentation page:
maskPatterns- Applies a JavaScript regular expression that hides chat input received from a customer during a chat session, such as confidential information. For example, the entry 5[1-5][0-9] hides numbers between 510 and 559.
Excellent, thank you for your response. I will pass that along!
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