Skip to main content

​
Quick Introduction

Helm values are all the variables used for configuring the Live Agent app and resources. These are stored on a file called values.yaml. It can be edited as desired to configure Live Agent behavior. Here is an example of this file: 
ingress:
  enabled: false
  annotations:
    kubernetes.io/ingress.class: traefik
  hosts:
    - host: "live-agent-domain.com"
      paths:
        - path: /
          pathType: Prefix
          backend:
            service:
              name: cognigy-live-agent-app

configmap:
  # Comment about a commented variable, it is ignored
  # REST_CLIENT_SSL_VERIFICATION=false
  FORCE_SSL: true
Apart from modifying or commenting the variables inside the values.yaml file, parameters can be modified also using the --set key=value[,key=value] argument to helm install. For example: 
helm install my-release \
  --set configmap.SSL_CA_FILE="/etc/ca.pem"\
    ./cognigy-live-agent
The above command sets the Live Agent certificate file path to /etc/ca.pem. More information can be found at the Helm documentation Template and Values. It is recommended to create a custom-values.yaml and add the key-values that need to be overridden instead of modifying the values.yaml file directly. Then at the moment of performing install/upgrade commands, it would be as easy as using the argument at the end like this: 
helm install cognigy-live-agent oci://cognigy.azurecr.io/helm/live-agent --version X.X.X --namespace live-agent -f custom-values.yaml
Next, you can find a definition for each of these values, to understand how to modify them accordingly.

​
Specific Configurations

For specific values and logic, here you can use these dedicated sections:

​
Images

NameDescriptionValue
image.repositoryLive Agent Image Repositorycognigy.azurecr.io/live-agent
image.tagLive Agent Image Tage.g. 2.0.0
image.pullPolicyLive Agent Image Pull PolicyIfNotPresent
image.pullSecretNameLive Agent Image Pull secret namecognigy-registry-token
odata.image.repositoryLive Agent OData Image Repositorycognigy.azurecr.io/live-agent-odata
odata.image.tagLive Agent OData Image Tage.g. 1.0.0
odata.image.pullPolicyLive Agent OData Image Pull PolicyIfNotPresent
odata.image.pullSecretNameLive Agent OData Image Pull secret namecognigy-registry-token

​
Cognigy

​
App Platform Token

Cognigy.AI uses an App Platform Token to perform operations, such as synchronizing and creating data (for example, Inboxes and accounts), using the Live Agent API. For this, Live Agent and Cognigy.AI need to have secrets set to matching values.

​
Live Agent Secret

The recommendation is to create a new secret under the Live Agent namespace and reference it in the Helm values. Otherwise, it will automatically create a secret called live-agent-cognigy-live-agent-cognigy-platform-app-token with a random value (this secret will be persisted and not changed in future Helm upgrades).
NameDescriptionDefault Value
cognigyPlatformAppToken.existingSecretCognigy App Platform Token Secret Name""
cognigyPlatformAppToken.existingSecretKeyCognigy App Platform Token Secret Key""
Note: The secret key value must be a random alphanumeric string of 24 characters, similar to V65Xyf6pphEeac64g2d92pvw

​
Cognigy.AI Secret

The following Helm values need to be set up: 
cognigyLiveAgent:
  ## Existing secret with live-agent credentials. The secret must have the following key:
  ##   "cognigy-live-agent-platform-token": The token for cognigy live agent
  existingSecret: ""

​
Troubleshooting

If the secrets are the same value, but the integration is not working (for example, handover or preconfigured Live Agent not working), perform the following:
  1. Restart the live-agent-cognigy-live-agent-XXX app pod in the Live Agent namespace.
  2. Restart the following Cognigy.AI pods in the Cognigy.AI namespace:
    • service-handover
    • service-security
    • service-api
    • service-resources
    • service-ui

​
OAuth

These are the values used for enabling the Cognigy authentication in Live Agent. This allows Cognigy users to log in to Live Agent with their same credentials.
NameDescriptionDefault Value
configmap.COGNIGY_OAUTH_CLIENT_IDOAuth Client ID"cognigy-live-agent"
configmap.COGNIGY_OAUTH_SITECognigy API Site"https://api-installation.cognigy.ai"/v2.0
configmap.COGNIGY_OAUTH_AUTHORIZE_URLCognigy OAuth API Authorize URL"https://installation.cognigy.ai/login?cognigy-live-agent=true"
configmap.COGNIGY_OAUTH_TOKEN_URLOAuth Token URL"https://api-installation.cognigy.ai/auth/oauth2/token"
For the OAuth client secret, create a secret in the Live Agent namespace and then set the following values:
NameDescriptionDefault Value
cognigyOAuth.existingSecretSecret Name for The OAuth Client Secret""
cognigyOAuth.existingSecretKeySecret key For The OAuth Client Secret""
Note: The secret key value must be a random alphanumeric string of 64 characters, similar to DUSOBAPM2L5V3CNLBw48surpgzrpk6bji9fav65xyf6ppheeac64g2d92pvwouhm

​
Cognigy.AI

The following Helm values need to be set up: 
cognigyEnv:
  ...
  COGNIGY_LIVE_AGENT_API_BASE_URL_WITH_PROTOCOL: <live-agent-url>"
  CLIENT_ID_COGNIGY_LIVE_AGENT: "cognigy-live-agent"
  CLIENT_SECRET_COGNIGY_LIVE_AGENT: "<secret-value>"
  REDIRECT_URI_COGNIGY_LIVE_AGENT: "<live-agent-url>/omniauth/cognigy/callback"
  COGNIGY_LIVE_AGENT_UI_BASE_URL_WITH_PROTOCOL: "<live-agent-url>"
  FEATURE_USE_COGNIGY_LIVE_AGENT: "true"

​
Troubleshooting

If the secrets and configmaps are the same value, but the integration is not working (for example, OAuth configuration error “Something is wrong with the OAuth configuration”), perform the following:
  1. Restart the cognigy-live-agent-app-XXX app pod in the Live Agent namespace.
  2. Restart the following Cognigy.AI pods in the Cognigy.AI namespace:
    • service-security
    • service-api
    • service-resources
    • service-ui

​
Insights

In order to send analytics about conversations from Live Agent to Insights, there is a need to set the following Helm values:
NameDescriptionDefault Value
cognigyInsights.apiUrlThis is the url of the service collector and will consist of the service name and namespace."http://service-collector.cognigy-ai.svc.cluster.local:8000"
cognigyInsights.secretSecret name containing the key and value for the API key""
cognigyInsights.secretKeySecret key that points to the value for the API key""
The value for the secret key is obtained from the secret contained in the Cognigy.AI namespace with the name “overview-collector-api-key” and a key called Secret. The URL needs to point to the Insights service-collector local address.

​
Troubleshooting

If these values are not set, conversation analytics data will not be sent to Insights and a warning log will be displayed when Live Agent pod starts. 
Data will not be sent to Cognigy Insights, as neither of the following environment variables were set: COGNIGY_INSIGHTS_API_KEY and COGNIGY_INSIGHTS_API_BASE_URL_WITH_PROTOCOL

​
URLs

NameDescriptionDefault Value
configmap.COGNIGY_AI_UI_BASE_URL_WITH_PROTOCOLURL used for accessing Cognigy.AI UI from Live Agent.""https://installation.cognigy.ai""
configmap.COGNIGY_AI_API_BASE_URL_WITH_PROTOCOLURL for performing requests to Cognigy.AI API""https://api-installation.cognigy.ai""

​
File Upload Antivirus Scan

In order to enable the antivirus file upload scan, the following values must be enabled:
NameDescriptionDefault Value
antivirusScan.enabledBoolean to enable file upload antivirus scanfalse
antivirusScan.resourcesRecommended values are already set for the pod resources
It will scan the file uploading for viruses and block the upload if a virus is found. It scans any file uploaded contained in a message as an attachment, including the ones from Live Agent UI and Cognigy.AI Webchat.

​
App

NameDescriptionDefault Value
configmap.FORCE_SSLForce all access to the app over SSL, default is set to false."false"
configmap.GOOGLE_MAPS_API_TOKENThis value is used to load a Google Maps map with the location shared by the user.""
configmap.USE_INBOX_AVATAR_FOR_BOTBot Customizations"true"
configmap.FRONTEND_EXTERNAL_URLSet a different Frontend URL for external systems to access Live Agent (e.g. request file upload)""
configmap.SENTRY_DSNSentry DSN for error tracking""

​
Cookies Integrity

Live Agent uses a secure stored for signing cookies. The SECRET_KEY_BASE value must be set to a secure value. The default value is set to a random string, but it is recommended to change it to a secure value.
Note: Previously the SECRET_KEY_BASE was set directly under the configmap section. This is now deprecated and should be set under the cookiesIntegrity section. For previous installations, it is recommended to create an existing secret, otherwise the value will change, and all the Live Agent user sessions will expire. 
cookiesIntegrity:
  # Uncomment these lines in case there is an existing secret and don't want to create it on install
  # existingSecret: "<secret-name>"
  # existingSecretKey: "<secret-key>"

​
Rest Client SSL

Live Agent performs requests to Cognigy.AI APIs. If you are running Cognigy.AI services with a Self-Signed Certificate with Custom Certificate Authority (CA) to trust, or if you need SSL to be disabled, these settings are necessary.

​
Certificates Verification

NameDescriptionDefault Value
restClient.ssl.verificationEnable SSL certificate verification"true"

​
Self-Signed Certificate with Custom Certificate Authority

Create a secret with a key named the certificate file name (e.g. cert.pem). It will be mounted in the pod file system to be trusted by the Live Agent app. The value must contain the certificate file content without extra tabs/spaces. Then fill in the following values:
NameDescription
restClient.ssl.CASecretCA secret name
restClient.ssl.CASecretKeyCA secret key
Ensure pods are restarted after updating the values.

​
Client Certificate

For using a client certificate, create a secret containing the client certificate, the client certificate key and the key passphrase (if the key has a passphrase). Then fill in the following values:
NameDescription
restClient.ssl.clientCertSecretClient cert secret name
restClient.ssl.clientCertSecretKeyClient cert secret key. Its value must be in X509 format
restClient.ssl.clientKeySecretKeyClient key secret key. Its value must be as an RSA Key content
restClient.ssl.clientKeySecretPassphraseKeyClient key passphrase secret key. Leave it commented if the key has no passphrase
Ensure pods are restarted after updating the values.

​
OData

KeyDescriptionTypeDefault Value
odata.enabledEnable OData service and endpointBooleantrue
odata.configmap.ODATA_PROTOCOLhttp or httpsString"https"

​
Other

KeyTypeDefault Value
affinityobject{}
frontendUrlOverrideBy default the Frontend URL is the Ingress host. Override it with this property in case it is necessary."https://<live-agent-domain>.com/"
fullnameOverridestring""
hooks.affinityobject{}
hooks.migrate.envlist[]
`hooks.migrate.hookAnnotationstring"post-install,post-upgrade”`
hooks.migrate.resources.limits.memorystring"1000Mi"
hooks.migrate.resources.requests.memorystring"1000Mi"
ingress.annotationsobject{}
ingress.enabledboolfalse
ingress.hosts[0].hoststring""
ingress.hosts[0].paths[0].backend.service.namestring"cognigy-live-agent-app"
ingress.hosts[0].paths[0].backend.service.port.numberint3000
ingress.hosts[0].paths[0].pathstring"/"
ingress.hosts[0].paths[0].pathTypestring"Prefix"
ingress.tlslist[]
nameOverridestring""
nodeSelectorobject{}
podAnnotationsobject{}
podSecurityContextobject{}
resourcesobject{}
securityContextobject{}
service.portint80
service.typestring"ClusterIP"
serviceAccount.annotationsobject{}
serviceAccount.createboolfalse
serviceAccount.namestring""
services.annotationsobject{}
services.internlPortint3000
services.namestring"cognigy-live-agent-app"
services.targetPortint3000
services.typestring"LoadBalancer"
tolerationslist[]
app.replicaint1
app.extraVolumesobject{}
app.extraVolumeMountsobject{}
worker.replicaint1
worker.extraVolumesobject{}
worker.extraVolumeMountsobject{}