Documentation

# Introduction

This document summarizes the macro technical architecture as well as data management and authentication systems.

# Architecture

Architecture and security

# Hosting

The Witivio 365 solution is hosted in the Microsoft Azure Data Center located in Northern Europe (Ireland).

CF : https://azure.microsoft.com/en-us/regions

  • The services used are:

    • Azure Active Directory
    • Azure Functions
    • Azure App Services
    • Azure Storage
    • Azure Cosmos DB
    • Azure key Vault
    • Azure Service Bus
    • Azure Cognitive Services
      • Language Understanding (LUIS)
      • Text Analytics
      • Bing Spell Check
      • Translator
    • Qna Maker
    • Application Insight
    • SendGrid
    • Azure DataFactory
    • Azure Relay
    • Azure CDN
    • Azure Search
    • Azure Signal R

# Azure Architecture


Azure Architecture

All the Azure component are exposed to Internet. Microsoft doesn't not provide VNET for all those components.

# Authentication

# Back office

Platform administrators connect with their Azure AD / Office 365 account on https://app.witivio.com

Authentication is done with a multi-tenant Azure AD application.

Cf : https://docs.microsoft.com/en-us/azure/active-directory/application-dev-setup-multi-tenant-app

Name Witivio - O365
ID 8c5c0060-2892-4355-b0db-661f206028a9
Permissions Delegated permissions
Scopes User.Read, profile, User.ReadBasic.All,

More information: https://developer.microsoft.com/en-us/graph/docs/concepts/permissions_reference

# Flow

Azure Architecture - Flow
  • The data exchange is done via HTTPS with TLS version 1.2.
  • The certificate is provided by AlphaSSL CA – SHA256 – G2

# Bot & Office 365

When configuring a bot, the chatbot administrator / sponsor must grant special permissions through an Azure AD application, specific to each chatbot category.

# Architecture

Azure Architecture - Architecture

# QnA

Name QnA365 - Witivio
ID 1ba3af40-9c65-4bc1-86ac-479a85601ecc
Permissions Delegated permissions
Scopes Openid, profile, Sites.ManageAll

# DynaMeet

Name Dynameet365 - Witivio
ID 1889c70d-4001-407f-90ea-03a3ecf3f2cb
Permissions Application permissions
Scopes Calendar.Read.Write, User.Read.All, MailboxSettings.All

# Key Vault

The authentication tokens of each activated chatbot are stored in Azure Key Vault, along with the user secret mode.

Cf : https://docs.microsoft.com/en-us/azure/key-vault/key-vault-whatis

# Authorization

# Back Office

The back office is governed by 2 levels of authorization.

Role Scope
Super Admin Witivio
Admin Client

# Chatbot access

# Skype for Business

Chatbot access via Skype for Business is not restricted. Anyone with the ability to connect to Skype for Business with a Skype for Business client (desktop, mobile or web) is in the technical capacity to chat with the chatbot.

To converse with the chatbot just know the Name (DisplayName) or SIP of the chatbot.

# MS Teams

Access to the chatbot via Microsoft Teams is limited to users who are in the Teams group where the chatbot package has been activated.

# Web chat

Access to the chatbot via Webchat is not limited. Anyone with the ability to connect to the website on which the chatbot is present is in the technical capacity to interact with it.

# Channels

# Skype for Business (S4Bot)

# Protocol and communication

Communication with the Skype Online or Skype OnPremise server is done using the UCWA 2.0 protocol.

Cf : https://ucwa.skype.com/

Protocol and communication

# Architecture

Protocol and communication

# Mode

# A. Hybrid

# I - Infrastructure and prerequisites :
  • Skype for Business Server 2015 >= 6.0.9319
  • Supported Operating System:
    • Windows 10; Windows 8; Windows 8.1; Windows Server 2012; Windows Server 2012 R2Windows 8 (x86 et x64) ; Windows 8.1 (x86 et x64); Windows 10 ; Windows Server 2012 (x64) ; Windows Server 2012 R2 (x64)
  • 1.5 GHz+
  • 1024 MB of RAM
  • 100 Mo of available hard disk space
  • .NET Framework
  • Install .NET Framework 4.6.1: https://www.microsoft.com/download/details.aspx?id=49981/
  • Internet access
# II - Authentication

Authentication to the Skype for Business OnPremise server is done with:

  • A user account (login and password)
  • A Skype for Business license
  • Exhibition of: https: //lyncdiscover.xx.xx
# III - Communication API Push with the chatbot

The Skype for Business Connector is installed on an internal server. The push system requires communication to the cloud.

Protocol and communication - Communication API push with the chatbot



Protocol and communication - Communication API push with the chatbot

Cf :

# B. Online

# I - Authentication

Authentication to the Skype for Business OnPremise server is done with:

  • A user account (login and password)
  • A Skype for Business license
  • An Azure AD application in the client directory
    • See: Manually Configuring the AAD Application for Office 365.pptx
  • Authentication in Grant Type : Password

# C. Strong Connection Information Box

Login information and authentication tokens are stored in Azure Key Vault, along with the user secret mode.

  • RSA 2048-bit key
  • Reading traceability

Cf : https://docs.microsoft.com/en-us/azure/key-vault/key-vault-whatis

# Flow

Flow

# Microsoft Teams

# Protocol and communication

The interconnection between the chatbot and Microsoft Teams is operated by Microsoft.

Protocol and communication - Microsoft Teams

# Authentication

An Azure AD application specific to each chatbot (create in the Witivio tenant) allows communication between the bot and Microsoft Teams.

# WebChat

# Protocol and communication

Protocol and communication - WebChat

# Token generation

Protocol and communication - Token Generation

# Domain

Url
https://webchat.witivio.com
Javascript & css loaded files
Init.js
Chat.js
Botchat.js
Btn.js
Callout.js
https://cdn.jsdelivr.net/npm/mutationobserver-shim/dist/mutationobserver.min.js
https://code.jquery.com/jquery-3.1.1.min.js
https://code.jquery.com/ui/1.12.0/jquery-ui.min.js
Style.css
Botchat.css
  • The data exchange is done via HTTPS with TLS version 1.2.
  • The certificate is provided by DigiCert SHA2 Secure Server CA

# Power Automate / LogicApps integration

The Witivio connector is validated by Microsoft and published in the LogicApps & Power Automomate gallery.

The communication is made via API and Webhook communication.

Power Automate / LogicApps integration

The Witivio connector is open sourced by Microsoft: https://github.com/microsoft/PowerPlatformConnectors/tree/master/connectors/Witivio

To know more about custom connectors: https://docs.microsoft.com/en-us/connectors/custom-connectors/create-webhook-trigger

# Data

Backend Type Providers Access
Co administrators FullNameEmailAzure AD ID Backend administrators Backend administratorsWitivio administrators
KB Knowledge base text (question / answer) Backend administratorsWitivio administrators Backend administratorsWitivio administrators
Dialogs Visio files stored in the client SharePoint Online Backend administratorsWitivio administrators Backend administrators
Statistics Number of unique usersNumber of unique messagesSentimentUser message Backend administratorsWitivio administrators Backend administratorsWitivio administrators
Messages Bot configuration messages Backend administrators Backend administratorsWitivio administrators
Campaign Parameter of a push campaign Backend administratorsWitivio administrators Backend administratorsWitivio administrators
User groups NameFirstNameEmail Backend administrators Backend administratorsWitivio administrators
From the chatbot Type Provider Access
Display Name User fullname User Witivio administrators
SIP or Teams Id User SIP address or Teams ID User Witivio administrators
User ID Azure AD unique ID User Witivio administrators
Message Message User Witivio administrators
Message Date & Time Date or the message User Witivio administrators

# Usage

The collected data are used for:

  • Usage statistics
  • Questions asked by users
  • Answers sent by the chatbot
  • Conversation history for escalation process
  • Logs of good functioning

The chatbot admin is able to disable the collection of "Answers sent by the chatbot"

# Storage

Data and backups are stored in Azure Storage and Cosmos DB services:

CF: https://docs.microsoft.com/en-us/azure/storage/common/storage-security-guide

CF: https://docs.microsoft.com/en-us/azure/cosmos-db/database-security

# Backup

Application backup in addition to backups made by Microsoft.

All data are saved and geo replicated:

CF : https://docs.microsoft.com/en-us/azure/cosmos-db/online-backup-and-restore#restoring-a-database-from-an-online-backup

Type Frequency Retention
KB Every 24H 1 month
Raw Data Every 24H 1 month
Configuration Every 24H 1 month

# Retention

All data is stored throughout the contract plus 1 month.

# Deletion

The data is deleted at the request of the customer and / or at the end of the contract (+1 month).

# Internal flow

The exchanges between the different internal services are done in HTTPS with TL version 1.2.

The certificates are issued by Microsoft IT TLS CA 4