Documentation

Go to Platforms and select the Issue Types tab. Use the search box to find a type by name when the list grows.

Click Create Issue Type. Enter a name and optional description. You can add several rows in the same form before saving so you can set up Billing, Login, and Technical in one pass.

Row Edit renames a type or updates its description. Row Delete opens a confirmation — use it only when nothing still depends on that type. Keep names short; the same labels appear on department forms, platform assignment, user assignment, and the agent Issue Type filter in Live Support.

On Platforms, select Departments. Search by name, or filter the table by a linked issue type.

Click Create Department, enter a name and optional description, then select one or more issue types. Save. Those issue types are what this team is allowed to handle.

Edit to rename or change which issue types belong to the department. Delete only when platforms and users no longer need it.

On Platforms, select the Platforms tab. Search by name, code, or support email. Filter by department or issue type.

Click Create Platform and fill:

• Name — label staff see in the header dropdown.
• Platform code — short unique code used in chat URLs and widgets.
• Type — Website, Mobile App, WhatsApp, Email, Phone, or Other.
• Support email — optional contact address.
• Departments and issue types — required. You cannot skip this step.

You can also create a department or issue type inline from the platform form if something is missing.

A default chat widget is created automatically. Restyle it later under Settings → Chat Widget. Use row Edit / Delete as needed.

Common roles include Org Admin, Org Manager, Supervisor, and Support Agent. The role controls which modules appear on the permissions step. Support agents belong to one platform; that assignment decides which waiting customers they can pick up in Live Support.

Set daily max chat / email limits so agents are not overloaded. The Auto Assign column shows whether that agent accepts automatic routing (agents can also toggle this on Live Support).

Web chat links and embed code are only available for platforms with type Website and status Active. If the header platform is something else, the Web tab shows a warning to switch platforms or update the record under Platforms. If no platform is selected, the page asks you to pick one from the header.

On Web, the panel Chat client URL for {platform} shows a full-page chat link for the selected platform. Use it for testing or a guest chat link. Pattern: https://mr7-chat-client-dev.bluewave-4e49c622.japaneast.azurecontainerapps.io/{PlatformCode}?tgId=…

The same tab shows Widget embed code with a Copy button. Paste it on every page of your site where the chat bubble should appear. The generated script sets:

• data-platform-id → your-platform-id (example: 0a8f2050-3d92-45a5-a533-799845f8b14c)
• data-widget-id → your-widget-id (example: 9a08b1e8-7aa7-4d9a-9638-0f814ba3e4bf)
• s.src → chat-client /embed.js

If no widget exists yet, create one under Settings → Chat Widget, then return here. Saving a platform also creates a default widget.

Below the embed code, Integration → Web includes the full Web integration user manual: Part 1 (embed the widget) and Part 2 (authenticate customers with window.mr7Settings / optional JWT). The next section of this documentation is that same guide.

Go to Settings → Chat Widget, create a widget for the website platform, and copy the Widget Code. A default widget is also created when you save a new platform.

Add the script on every page where the chat bubble should appear. Chat client origin: https://mr7-chat-client-dev.bluewave-4e49c622.japaneast.azurecontainerapps.io

Template — replace your-platform-id and your-widget-id with the values from Integration → Web:

<!--Start of Chat Widget Script-->
<script type="text/javascript">
(function(){
  var s=document.createElement("script");
  s.async=true;
  s.src="https://mr7-chat-client-dev.bluewave-4e49c622.japaneast.azurecontainerapps.io/embed.js";
  s.charset="UTF-8";
  s.setAttribute("data-platform-id","your-platform-id");
  s.setAttribute("data-widget-id","your-widget-id");
  document.head.appendChild(s);
})();
</script>
<!--End of Chat Widget Script-->

Example with real ids in data-platform-id and data-widget-id:

<!--Start of Chat Widget Script-->
<script type="text/javascript">
(function(){
  var s=document.createElement("script");
  s.async=true;
  s.src="https://mr7-chat-client-dev.bluewave-4e49c622.japaneast.azurecontainerapps.io/embed.js";
  s.charset="UTF-8";
  s.setAttribute("data-platform-id","0a8f2050-3d92-45a5-a533-799845f8b14c");
  s.setAttribute("data-widget-id","9a08b1e8-7aa7-4d9a-9638-0f814ba3e4bf");
  document.head.appendChild(s);
})();
</script>
<!--End of Chat Widget Script-->

For testing or a full-page chat link, copy Chat client URL from Integration → Web, or open https://mr7-chat-client-dev.bluewave-4e49c622.japaneast.azurecontainerapps.io/{PlatformCode}?tgId=…. Guests use a random web_* id. Logged-in customers use their user_id as tgId after identity verification (next section).

In Settings → Chat Widget, open JWT authentication. Leave it off to identify customers with unsigned user_id. To turn it on, click Generate secret, copy it immediately (shown once), store it only on your server, then switch JWT authentication on.

After the user logs into your website, your server creates an HS256 JWT with the identity secret. Never put the secret in frontend JavaScript. Put the same customer fields in the JWT claims. Skip this step when JWT authentication is off.

// JWT payload (claims)
{
  "user_id": "cust_12345",   // required — this becomes the chat tgId
  "name": "Jane Doe",
  "email": "user@example.com",
  "phone": "+15555550123",
  "exp": 1735689600          // required expiry (unix seconds)
}

// Sign with HS256 using the Messenger identity secret

Legacy option: HMAC-SHA256 hex digest of user_id as userHash (deprecated in favor of JWT). Do not send both userJwt and userHash.

Render these values from your backend into the page (or call Mr7("update", …) after login). Set mr7Settings before embed.js loads.

<script>
  window.mr7Settings = {
    user_id: "cust_12345",
    name: "Jane Doe",
    email: "user@example.com",
    phone: "+15555550123",
    userJwt: "SERVER_SIGNED_HS256_JWT"
  };
</script>
<!--Start of Chat Widget Script-->
<script type="text/javascript">
(function(){
  var s=document.createElement("script");
  s.async=true;
  s.src="https://mr7-chat-client-dev.bluewave-4e49c622.japaneast.azurecontainerapps.io/embed.js";
  s.charset="UTF-8";
  s.setAttribute("data-platform-id","your-platform-id");
  s.setAttribute("data-widget-id","your-widget-id");
  document.head.appendChild(s);
})();
</script>
<!--End of Chat Widget Script-->

If the customer logs in after the widget already loaded:

Mr7("update", {
  user_id: "cust_12345",
  name: "Jane Doe",
  email: "user@example.com",
  phone: "+15555550123",
  userJwt: "SERVER_SIGNED_HS256_JWT"
});
Mr7("open"); // optional

When JWT authentication is off, omit userJwt:

window.mr7Settings = {
  user_id: "cust_12345",
  name: "Jane Doe",
  email: "user@example.com",
  phone: "+15555550123"
};

• Logged-in chat id is user_id (used as tgId)
• Visitors who are not logged in stay a guest: web_*
• When JWT authentication is on, do not invent user_id in the browser without a matching server-signed userJwt

• Widget exists and embed script is on your site
• JWT authentication is set the way you want in Chat Widget settings
• Require user_id is on only if the bubble should stay hidden for anonymous visitors
• If JWT is on: identity secret generated (stored only on your server)
• If JWT is on: JWT includes user_id + exp; name, email, phone optional; signed HS256
• window.mr7Settings set with user_id, name, email, phone (and userJwt when JWT is on)
• mr7Settings is assigned before embed.js loads (or Mr7("update") after login)
• Chat session tgId is the user_id for logged-in visitors
• data-platform-id is your-platform-id and data-widget-id is your-widget-id from Integration → Web