Webchat custom fields character limit increase

1

hi there.
i'm trying to work with a custom field in webchat.
currently we are sending a token from an external webservice and after a change on the customer webservice we are receiving a 1400 character token which give me an error of "custom field keys and values cannot exceed 1000 characters in length"
is there any way to increase this limit?

thanks and sorry if it's hard to understand my question, english it's not my first language.

2

Hello!

We are unable to increase limits via the Developer Forum, but I would encourage you to submit this request to our Ideas Lab.

Best,
Becky

3

thanks becky por for quick response.
so far we managed to solve this issue "breaking" the token in parts

Token1:
Token2:
Token3:

and created a get participant data action where all the strings are put together for our webservice data action can validate the token.

4

Are you able to share what is the purpose of the token?

5

hi lucie

the customer is a bank, webchat is implemented on his ebank, the customer prefers to have the customer data sent directly to purecloud using a token with that data.

since the tokens on their test service were sending 600-700 characters tokens we had no issues, but the service changed and now the tokens are twice as long in characters, some reaching 1400 characters. we fixed the issue with the solution on my last post but still we need to ask.

thanks and kindest regards

6

Are you trying to do authenticated chat in a different way? Here's some information about our authenticated chat. https://developer.mypurecloud.com/api/webchat/authenticated-chat.html

The way you would pass the tokens around would be different.

7

i'm about to read the documentation you provided Lucie, but let me ask you, that way should solve this issue of the token being "too long?"

8

There isn't a token being sent via custom fields in the method we propose, so there's no issue with the token being too long.

9

i'm far from a developer but if i understand correctly this creates the token on purecloud right?
In our case the token is sent directly from our client ebank and this token is used for various purposes on different platforms, purecloud webchat being one of those.
so far we managed to have this working but i'll try to work something with this method for future implementations with the same client.

Thanks for all the quick responses to my issue, i hope you all have a great day.

10

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