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[no-merge] chore: Document webchat customizations for Twilio [CHI-3574] #3704

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[no-merge] chore: Document webchat customizations for Twilio [CHI-3574] #3704

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chore: add CUSTOMIZATIONS.md
gpaoloni Nov 18, 2025
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chore: update
gpaoloni Nov 18, 2025
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34 changes: 34 additions & 0 deletions webchat/CUSTOMIZATIONS.md
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## List of customizations
- IP address: call to a third party API to get IP address and save in webchat state.
- IP is retrieved [`getUserIp`](./src/aselo-webchat.tsx#L121).
- IP is then stored via `FlexWebChat.createWebChat` config object, using [`context`](./src/aselo-webchat.tsx#L134).
- Default "reducer" extended with Aselo custom ones, via [`manager.store.replaceReducer`](./src/aselo-webchat.tsx#L156) API.
- Customize language using different [`FlexWebChat.Manager`](./src/aselo-webchat.tsx#L159) APIs.
- The code that handles the translation can be found in [`getChangeLanguageWebChat`](./src/language.ts).
- Customizations via "components API".
- [Disable greeting message](./src/aselo-webchat.tsx#L172) via `FlexWebChat.MessagingCanvas`.
- [`setChannelOnCreateWebChat`](./src/aselo-webchat.tsx#L167) "unlocks it" when the agent participant is added to the channel.
- [Customize member display props](./src/aselo-webchat.tsx#L175) via `FlexWebChat.MessagingCanvas`.
- [Customize the look of "chat bubble"](./src/messagebubble-component/renderCustomMessageBubble.tsx#L22) via `FlexWebChat.MessageListItem.Bubble`.
- [Disable input](./src/aselo-webchat.tsx#L186) via `FlexWebChat.MessageInput`.
- [Hide greeting message](./src/aselo-webchat.tsx#L191) via `FlexWebChat.MessageList`.
- Customize forms based on "helpline operating hours"
- [displayOperatingHours](./src/aselo-webchat.tsx#L159) is the entry point of this behavior.
- Based on the results of [`getOperatingHours`](./src/operating-hours.ts) function, the correct "form definition" is configured by setting Redux state via `manager.store.dispatch`.
- [Add "close" buttons](./src/aselo-webchat.tsx#L218) via `FlexWebChat.MessagingCanvas`. Both interact with `FlexWebChat.Actions` framework (`RestartEngagement` action) or external API calls.
- [End button](./src/end-chat/EndChat.tsx).
- [Quick exit button](./src/end-chat/QuickExit.tsx).
- [Add "emojis picker"](./src/emoji-picker/renderEmojis.tsx) via `FlexWebChat.MessagingCanvas`.
- [Replace pre-engagement form](./src/aselo-webchat.tsx#L228) via `FlexWebChat.PreEngagementCanvas`.
- This is one of the core customizations we do. The `FlexWebChat.PreEngagementCanvas` content is replaced with a custom React component, [`PreEngagementForm`](./src/pre-engagement-form/index.tsx#136).
- The component uses `FlexWebChat.Actions` API.
- The component interacts with state Redux.
- The form itself is dinamically generated depending on a JSON definition file, which is the passed to [`generateForm`](./src/pre-engagement-form/form-components/index.tsx#L69). Some notable custom form components used are:
- [`InputText`](./src/pre-engagement-form/form-components/input-text.tsx).
- [`Select`](./src/pre-engagement-form/form-components/select.tsx).
- [`DependentSelect`](./src/pre-engagement-form/form-components/dependent-select.tsx).
- [`Checkbox`](./src/pre-engagement-form/form-components/checkbox.tsx).
Since all of this components internally use `'react-hook-form'`, they have different options like being required, having custom validation rules, among others.
- Component internally makes use of a [`ReCaptcha`](./src/pre-engagement-form/ReCaptcha/index.tsx) component.
- [Apply customizations to make webchat more appealing in mobile devices](./src/mobile-optimization/index.ts#L35). This is mostly CSS overrides and use of `FlexWebChat.Actions`.
- [Apply custom branding theme](./src/branding-overrides/index.ts#L18), via `injectGlobal` from `'react-emotion'`.
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