Add chat capability to the Contact Center SDK for Android

After initializing the SDK, call the getZoomCCChatService (Java) or zoomCCChatService (Kotlin) function to get ZoomCCChatService and initialize with the chat entry ID. Then call fetchUI to open the chat view.

Show the chat view controller

ZoomCCChatService service = ZoomCCInterface.INSTANCE.getZoomCCChatService();
service.init("ChatEntryId");
service.fetchUI();

val service = ZoomCCInterface.INSTANCE.zoomCCChatService
service.init("ChatEntryId")
service.fetchUI()

End chat

ZoomCCChatService service = ZoomCCInterface.INSTANCE.getZoomCCChatService();
service.endChat();

val service = ZoomCCInterface.INSTANCE.zoomCCChatService
service.endChat()

Log off of the chat service

If you don't want to receive further callbacks from the SDK, call logoff().

ZoomCCChatService chatService = ZoomCCInterface.INSTANCE.getZoomCCChatService();
chatService.logoff();

var chatService = ZoomCCInterface.INSTANCE.zoomCCChatService
chatService.logoff()

Release SDK resources

To release SDK resources, call releaseZoomCCService in onDestroy().

protected void onDestroy() {
ZoomCCInterface.INSTANCE.releaseZoomCCService("ChatEntryId");
super.onDestroy();
}

override fun onDestroy() {
ZoomCCInterface.INSTANCE.releaseZoomCCService("ChatEntryId")
super.onDestroy()
}

Forcibly end an active chat engagement

To forcibly end a chat engagement, call the endChat method. This closes the chat view presented by the SDK and returns control to your application. Any service instances created by the Contact Center SDK for this chat will then be released.

ZoomCCChatService service = ZoomCCInterface.INSTANCE.getZoomCCChatService();
service.endChat();

val service = ZoomCCInterface.INSTANCE.zoomCCChatService
service.endChat()

Add Zoom Virtual Agents (ZVA)

To add virtual agents, call the getZoomCCZVAService (Java) or zoomCCZVAService (Kotlin) function to get ZoomCCChatService and initialize with the ZVA entry ID. Then, call fetchUI to open the chat view.

Show the chat view controller

ZoomCCChatService service = ZoomCCInterface.INSTANCE.getZoomCCZVAService();
service.init("ZVAEntryId");
service.fetchUI();

val service = ZoomCCInterface.INSTANCE.zoomCCZVAService
service.init("ZVAEntryId")
service.fetchUI()

End chat

ZoomCCChatService service = ZoomCCInterface.INSTANCE.getZoomCCZVAService();
service.endChat();

val service = ZoomCCInterface.INSTANCE.zoomCCZVAService
service.endChat()

To stop receiving callbacks from the SDK, call logoff().

ZoomCCChatService service = ZoomCCInterface.INSTANCE.getZoomCCZVAService();
service.logoff();

var service = ZoomCCInterface.INSTANCE.zoomCCZVAService
service.logoff()

To release SDK resources, call releaseZoomCCService in onDestroy().

protected void onDestroy() {
ZoomCCInterface.INSTANCE.releaseZoomCCService("ZVAEntryId");
super.onDestroy();
}

override fun onDestroy() {
ZoomCCInterface.INSTANCE.releaseZoomCCService("ZVAEntryId")
super.onDestroy()
}

Forcibly end an active ZVA engagement

To forcibly end a ZVA engagement, call the endChat method. This closes the chat view presented by the SDK and returns control to your application. Any service instances created by the Contact Center SDK for this chat are released.

ZoomCCChatService service = ZoomCCInterface.INSTANCE.getZoomCCZVAService
();
service.endChat();

val service = ZoomCCInterface.INSTANCE.zoomCCZVAService
service.endChat()

Embed chat in Android apps

To embed chat functionality in your Android apps, first create a webview and give it accesses. Next, pass the data to the webview, then pass control back to the app. Finally, allow file downloads.

Create a webview

In Android Studio, go to your manifests/AndroidManifest.xml file and add this config to let the app access the internet.

<uses-permission android:name="android.permission.INTERNET"/>

To support sending files, add this line to your AndroidManifest.xml file.

<uses-permission android:name="android.permission.READ_EXTERNAL_STORAGE"/>

To create a webview component, add this code in your layout/fragment_second.xml file.

<WebView
   android:id="@+id/webView"
   android:layout_width="match_parent"
   android:layout_height="match_parent"
   app:layout_constraintBottom_toBottomOf="parent"
   app:layout_constraintEnd_toEndOf="parent"
   app:layout_constraintStart_toStartOf="parent"
   app:layout_constraintTop_toTopOf="parent"
/>

To add an init to the webview, add this code in your SecondFragment.kt file.

public class SecondFragment extends Fragment {
   @Override
   public void onViewCreated(@NonNull View view, @Nullable Bundle savedInstanceState) {
       super.onViewCreated(view, savedInstanceState);
       initView();
   }
   private void initView() {
       WebSettings webSettings  = binding.webView.getSettings();
       webSettings.setJavaScriptEnabled(true);
       webSettings.setDomStorageEnabled(true);
       if (viewModel.getUrl().getValue() != null) {
           binding.webView.loadUrl(viewModel.getUrl().getValue());
       }
   }
}

class SecondFragment : Fragment() {
   override fun onViewCreated(view: View, savedInstanceState: Bundle?) {
       super.onViewCreated(view, savedInstanceState)
       initView()
}
private fun initView() {
    val webSettings: WebSettings = binding.webView.settings
    webSettings.javaScriptEnabled = true
    webSettings.domStorageEnabled = true
    viewModel.url.value?.let {
        binding.webView.loadUrl(it)
    }
  }
}

Pass data to the webview

In certain situations, such as specifying which language to use or passing helpful metadata like the user's language, first and last name, and email, you need to pass data to the WebSDK running in the webview,. Do this by setting JS variables on the webpage when launching the webview. Put all your variables in the window.zoomCampaignSdkConfig object. To pass the data directly into tickets as certain custom fields, use the custom field ID as the variable name.

binding.webView.setWebViewClient(new WebViewClient() {
   @Override
   public void onPageFinished(WebView view, String url) {
       if (url.equals(viewModel.getUrl().getValue())) {
           injectJavaScriptFunction();
       }
   }
});
private void injectJavaScriptFunction() {
   String url = "javascript: window.zoomCampaignSdkConfig = window.zoomCampaignSdkConfig ||{\n" +
           "language: 'user language', \n" +
           "firstName: 'user first name', \n" +
           "lastName: 'user last name', \n" +
           "nickName: 'user nick name', \n" +
           "address: 'user address', \n" +
           "company: 'user company', \n" +
           "email: 'user email', \n" +
           "phoneNumber: 'user phone number'};";
   binding.webView.loadUrl(url);
}

binding.webView.webViewClient = object :WebViewClient() {
   override fun onPageFinished(view: WebView?, url: String?) {
       if (url == viewModel.url.value) {
           injectJavaScriptFunction()
       }
   }
}
private fun injectJavaScriptFunction() {
  var url = "javascript: window.zoomCampaignSdkConfig = window.zoomCampaignSdkConfig ||{\n" +
       "language: 'user language', \n" +
       "firstName: 'user first name', \n" +
       "lastName: 'user last name', \n" +
       "nickName: 'user nick name', \n" +
       "address: 'user address', \n" +
       "company: 'user company', \n" +
       "email: 'user email', \n" +
       "phoneNumber: 'user phone number'};"
  binding.webView.loadUrl(url)
}

Currently, for the key language in the transmit data, we support these languages:

"en-US"
"da-DK"
"de-DE"
"en-AU"
"en-GB"
"en-NZ"
"es-ES"
"es-MX"
"es-US"
"fr-CA"
"fr-FR"
"id-ID"
"it-IT"
"ja-JP"
"ko-KR"
"nl-NL"
"pl-PL"
"pt-BR"
"pt-PT"
"ro-RO"
"ru-RU"
"sv-SE"
"tr-TR"
"vi-VN"
"zh-CN"
"zh-TW"

Pass control back to the app

When a user wants to end a chat, the webview needs to pass control back to the native app. This happens through another callback function where the WebSDK modal calls when that End Chat button is clicked. Use this code to handle that callback.

// ...
binding.webView.addJavascriptInterface(this, EXIT_HANDLER_NAME);
// ...
@JavascriptInterface
public void handleExit() {
   new Handler(Looper.getMainLooper()).post(() -> NavHostFragment.findNavController(this).popBackStack());
}
private void injectJavaScriptFunction() {
   String url = "javascript: window.addEventListener('zoomCampaignSdk:ready', () => {" +
           "if (window.zoomCampaignSdk) {" +
           "window.zoomCampaignSdk.native = {" +
           "exitHandler: {" +
           "handle: function() {"+
           EXIT_HANDLER_NAME + ".handleExit();}}};}});";
   binding.webView.loadUrl(url);
}
@Override
public void onDestroyView() {
   binding.webView.removeJavascriptInterface(EXIT_HANDLER_NAME);
   super.onDestroyView();
}

// ...
binding.webView.addJavascriptInterface(this, EXIT_HANDLER_NAME)
// ...
private fun injectJavaScriptFunction() {
    var url = "javascript: window.addEventListener('zoomCampaignSdk:ready', () => {" +
        "if (window.zoomCampaignSdk) {" +
        "window.zoomCampaignSdk.native = {" +
        "exitHandler: {" +
        "handle: function() {"+
        EXIT_HANDLER_NAME + ".handleExit();}}};}});"
    binding.webView.loadUrl(url)
}
@JavascriptInterface
fun handleExit() {
   Handler(Looper.getMainLooper()).post {
       findNavController().popBackStack()
   }
}
override fun onDestroyView() {
   binding.webView.removeJavascriptInterface(EXIT_HANDLER_NAME)
   super.onDestroyView()
}
companion object {
   private const val EXIT_HANDLER_NAME = "exitHandler"
}

Allow attachments or file downloads

To let users send files from their local device or download files from a URL in a chat, add this code to your SecondFragment.kt file.

public class SecondFragment extends Fragment {
   private static final int REQUEST_CODE_INTENT = 1;
   private ValueCallback<Uri[]> mFilePathCallback = null;
   @Override
   public void onViewCreated(@NonNull View view, @Nullable Bundle savedInstanceState) {
       super.onViewCreated(view, savedInstanceState);
       initView();
   }
   private void initView() {
       WebSettings webSettings  = binding.webView.getSettings();
       webSettings.setJavaScriptEnabled(true);
       webSettings.setDomStorageEnabled(true);
       binding.webView.addJavascriptInterface(this, EXIT_HANDLER_NAME);
       binding.webView.setWebChromeClient( new WebChromeClient() {
           @Override
           public boolean onConsoleMessage(ConsoleMessage consoleMessage) {
               Log.d("WebView", consoleMessage.message());
               return true;
           }
           //For Android 5.0 above
           @Override
           public boolean onShowFileChooser(WebView webView, ValueCallback<Uri[]> filePathCallback, FileChooserParams fileChooserParams) {
               return SecondFragment.this.onShowFileChooser(
                       webView, filePathCallback, fileChooserParams
               );
           }
       });
       binding.webView.setDownloadListener((url, userAgent, contentDisposition, mimetype, contentLength) -> downloadFileFromUrl(url));
       if (viewModel.getUrl().getValue() != null) {
           binding.webView.loadUrl(viewModel.getUrl().getValue());
       }
   }
   private void downloadFileFromUrl(@Nullable String url) {
       // Write your code logic to download file from url, you can use DownloadManager, Retrofit or any other tools.
   }
   private boolean onShowFileChooser(
           WebView webView, ValueCallback<Uri[]> filePathCallback, WebChromeClient.FileChooserParams fileChooserParams
   ) {
       mFilePathCallback.onReceiveValue(null);
       mFilePathCallback = filePathCallback;
       Intent intent = fileChooserParams.createIntent();
       startActivityForResult(intent, REQUEST_CODE_INTENT);
       return true;
   }
   @Override
   public void onActivityResult(int requestCode, int resultCode, @Nullable Intent data) {
       super.onActivityResult(requestCode, resultCode, data);
       if (requestCode == REQUEST_CODE_INTENT) {
           Uri[] uris = WebChromeClient.FileChooserParams.parseResult(resultCode, data);
           mFilePathCallback.onReceiveValue(uris);
           mFilePathCallback = null;
       }
   }
}

class SecondFragment : Fragment() {
  companion object {
      private const val REQUEST_CODE_INTENT = 1
  }
  private var mFilePathCallback: ValueCallback<Array<Uri>>? = null
  override fun onViewCreated(view: View, savedInstanceState: Bundle?) {
      super.onViewCreated(view, savedInstanceState)
      initView()
  }
  private fun initView() {
      val webSettings: WebSettings = binding.webView.settings
      webSettings.javaScriptEnabled = true
      webSettings.domStorageEnabled = true
      binding.webView.addJavascriptInterface(this, EXIT_HANDLER_NAME)
      binding.webView.webChromeClient = object : WebChromeClient() {
          override fun onConsoleMessage(consoleMessage: ConsoleMessage): Boolean {
              Log.d("WebView", consoleMessage.message())
              return true
          }
          //For Android 5.0 above
          override fun onShowFileChooser(
              webView: WebView?,
              filePathCallback: ValueCallback<Array<Uri>>?,
              fileChooserParams: FileChooserParams?
          ): Boolean {
              return this@SecondFragment.onShowFileChooser(
                  webView, filePathCallback, fileChooserParams
              )
          }
      }
      binding.webView.setDownloadListener { url, _, _, _, _ ->
          downloadFileFromUrl(url)
      }
      viewModel.url.value?.let {
          binding.webView.loadUrl(it)
      }
  }
  private fun downloadFileFromUrl(url: String?) {
// Write your code logic to download file from url, you can use DownloadManager, Retrofit or any other tools.
  }
  fun onShowFileChooser(
      webView: WebView?,
      filePathCallback: ValueCallback<Array<Uri>>?,
      fileChooserParams: WebChromeClient.FileChooserParams?
  ): Boolean {
      mFilePathCallback?.onReceiveValue(null)
      mFilePathCallback = filePathCallback
      fileChooserParams?.createIntent()?.let {
          startActivityForResult(it, REQUEST_CODE_INTENT)
      }
      return true
  }
  override fun onActivityResult(requestCode: Int, resultCode: Int, data: Intent?) {
      super.onActivityResult(requestCode, resultCode, data)
      when (requestCode) {
          REQUEST_CODE_INTENT -> {
              val results = WebChromeClient.FileChooserParams.parseResult(resultCode, data)
              mFilePathCallback?.onReceiveValue(results)
              mFilePathCallback = null
          }
      }
  }
}

Callbacks

These callbacks are available for both chat and video.

Implement listeners and see the available callback functions.

Implement a listener

To subscribe to these events, define your own instance of the ZoomCCChatListener object and add it to the SDK by calling the addListener function. See how to implement this listener and assign it to the SDK instance, along with examples of the event handlers associated with the SDK.

Add a listener

ZoomCCChatService service = ZoomCCInterface.INSTANCE.getZoomCCChatService();
service.addListener(your listener);

val service = ZoomCCInterface.INSTANCE.zoomCCChatService
service.addListener(your listener)

Callback functions

These examples show callback functions provided by the Contact Center SDK. Use these functions and implement any additional operations as needed after receiving the result of the callback function.

onLoginStatus

Get login status.

• entryId - (integer) the entry ID.
• status - the login status.

onError

Login failed.

• entryId - (string) the entry ID.
• error - (integer) the service error code. See errors for details.
• detail - (long) the error code.

onEngagementStart

Sent after the service creates an engagement.

• engagementId - (string) the engagement identifier.

onEngagementEnd

Sent after the engagement ends.

• engagementId - (string) the engagement identifier.

unreadMsgCountChanged

Sent when the number of unread messages changes.

• unreadMsgCountChanged - (integer) the number of unread messages.

onClientEvent

Called when VIDEO_STARTED, VIDEO_END, NOTIFICATION_JOIN_CALL, VIDEO_CLIENT_END, VIDEO_FORCE_END, and TASK_CREATED events are triggered.

• ClientEvent - (integer)