Cafex Authentication in Non-MS portals #MSCRM #USD #Unified Service Desk

Hi Friends,

Sharing my learning. Lets get to the point.

When a user starts a chat with an Agent, there are two scenarios as follows,

-        Existing contact in CRM

-        New Visitor

The process of identifying the contact in CRM is called as Authentication. The authentication process in MS portals are pretty straightforward and the steps are mentioned in the link https://www.liveassistfor365.com/en/support/authenticated-visitors-in-the-dynamics-customer-portal/ . But the authentication process in non-MS portals are bit tricky and the steps are mentioned in the link https://www.liveassistfor365.com/en/support/authenticated-visitors-non-ms-portals/ .

Our interest is to explore Non-MS portal authentication and we need to understand the communication between Live Assist and Non-MS portal.

The communication between Live Assist and CRM Org has been established when we completed the provisioning process and we don’t have to worry about that. We need to establish the communication between Portal and Live Assist by which the Portal can send information to the Live Assist.

How is the communication works?

Security is of huge importance and so encryption and decryption is in place. We need to generate RS256 Private and Public key. They come as a pair which means for a private key there is one public key. So, portal will encrypt the information with the private key and which will be decrypted by Live Assist using the public key.

Step 1: Generate RS256 Key pair. There are online key generators available and also, we can generate them in powershell.

-----BEGIN PUBLIC KEY-----

MIGfMA0GCSqGSIb3DQEBAQUAA4GNADCBiQKBgQDdlatRjRjogo3WojgGHFHYLugd

UWAY9iR3fy4arWNA1KoS8kVw33cJibXr8bvwUAUparCwlvdbH6dvEOfou0/gCFQs

HUfQrSDv+MuSUMAe8jzKE4qW+jK+xQU9a03GUnKHkkle+Q0pX/g6jXZ7r1/xAK5D

o2kQ+X5xK9cipRgEKwIDAQAB

-----END PUBLIC KEY-----

-----BEGIN RSA PRIVATE KEY-----

MIICWwIBAAKBgQDdlatRjRjogo3WojgGHFHYLugdUWAY9iR3fy4arWNA1KoS8kVw

33cJibXr8bvwUAUparCwlvdbH6dvEOfou0/gCFQsHUfQrSDv+MuSUMAe8jzKE4qW

+jK+xQU9a03GUnKHkkle+Q0pX/g6jXZ7r1/xAK5Do2kQ+X5xK9cipRgEKwIDAQAB

AoGAD+onAtVye4ic7VR7V50DF9bOnwRwNXrARcDhq9LWNRrRGElESYYTQ6EbatXS

3MCyjjX2eMhu/aF5YhXBwkppwxg+EOmXeh+MzL7Zh284OuPbkglAaGhV9bb6/5Cp

uGb1esyPbYW+Ty2PC0GSZfIXkXs76jXAu9TOBvD0ybc2YlkCQQDywg2R/7t3Q2OE

2+yo382CLJdrlSLVROWKwb4tb2PjhY4XAwV8d1vy0RenxTB+K5Mu57uVSTHtrMK0

GAtFr833AkEA6avx20OHo61Yela/4k5kQDtjEf1N0LfI+BcWZtxsS3jDM3i1Hp0K

Su5rsCPb8acJo5RO26gGVrfAsDcIXKC+bQJAZZ2XIpsitLyPpuiMOvBbzPavd4gY

6Z8KWrfYzJoI/Q9FuBo6rKwl4BFoToD7WIUS+hpkagwWiz+6zLoX1dbOZwJACmH5

fSSjAkLRi54PKJ8TFUeOP15h9sQzydI8zJU+upvDEKZsZc/UhT/SySDOxQ4G/523

Y0sz/OZtSWcol/UMgQJALesy++GdvoIDLfJX5GBQpuFgFenRiRDabxrE9MNUZ2aP

FaFp+DyAe+b4nDwuJaW2LURbr8AEZga7oQj0uYxcYw==

-----END RSA PRIVATE KEY-----

Step 2: Go to the Live Assist’s Supervisor Portal from the following link. This settings record is in Settings -> Live Assist-> Settings.

Step 3: Go to Data Sources of your campaign under campaigns tab.

Step 4: Click “Configure” under Authentication Server

Step 5: Configure values like below,

Select “oAuth 2.0 authentication (Implicit)” from the drop down. Leave “Authentication endpoint” empty and copy the above mentioned public key in “JWT Public Key”. Give a JavaScript method name (e.g. auth.getAuthenticationToken) in the “JS Method Name” and leave other fields as it is.

Note: The JS method name mentioned in this configuration will be implemented in Portal websites. This method will encrypt the information using the above mentioned private key and returns the value.

Step 6: Enable authentication for your campaign and publish the changes. Go to your Campaign -> Engagement and make changes as marked below.

With this step we have completed configuration in Live Assist. Now we will do the changes in Portal side.

Step 7: Add the following Java script method in page onload event of (chat enabled) webpages in your Portal.

var auth = (function (){

    return {

        getAuthenticationToken: function (callback)

        {

            console.log("Get Auth Data");

//var jwt = myPayLoad();

             try

             {

                   //

                Generate Encrpted Information with RS256 Private Key

//

callback(Generated Encrpted Information);

             }

             catch (e)

             {

                 console.error(e);

                 callback(null, "Unable to generate key");

             }

        }

   };

 })();

We have completed all the configurations and know we will see how to generate the encrypted information.

Imagine that the user login with their username (should be a field in CRM like email address) and password. Now the website will have this information and a payload must be created with this information as follows in the above-mentioned section.

{

  "preferred_username": "Jim",

  "given_name": "Jim",

  "family_name": "Glynn (sample)",

  "email": "someone_j@example.com",

  "iss": "source string",

  "iat": 1542649937,

  "exp": 1542620770

}

For this POC, I have used this payload and encrypted directly in the website https://jwt.io/#debugger . Please make sure you form the payload dynamically and encrypt the same. Our JavaScript method looks like follows,

var auth = (function (){

    return {

        getAuthenticationToken: function (callback)

        {

            console.log("Get Auth Data");

//var jwt = myPayLoad();

             try

             {

                 console.log("Generated");

callback("eyJhbGciOiJSUzI1NiIsInR5cCI6IkpXVCJ9.eyJwcmVmZXJyZWRfdXNlcm5hbWUiOiJKaW0iLCJnaXZlbl9uYW1lIjoiSmltIiwiZmFtaWx5X25hbWUiOiJHbHlubiAoc2FtcGxlKSIsImVtYWlsIjoic29tZW9uZV9qQGV4YW1wbGUuY29tIiwiaXNzIjoic291cmNlIHN0cmluZyIsImlhdCI6MTU0MjY0OTkzNywiZXhwIjoxNTQyNjIwNzcwfQ.RuBP-_Jgb7ZZJ-gp5SPGn-1P0D0OIvOuDI2qCc5UQd5_WgNC7Iq_ZNYqUVzqJVw0NJgTvkg6994RwqqQTYNhRHraUgEy9TGds-DguIgeeE0EqlKme66U_v9cJFztS3mwhpVqFvrjhcdHNPY-d8MtVhAE3U7eQKciGrk-AwAwL8w");

             }

             catch (e)

             {

                 console.error(e);

                 callback(null, "Unable to generate key");

             }

        }

   };

 })();

So, when a chat is initiated the information mentioned in the payload will be send to CRM/USD and this information can be used to retrieve the customer record.

Thanks,

Naveen.