You can create messaging integrations for various business functions to associate routing configurations such as attributes, queues, workflows, automation flows, and business rules to the integration.
Before you begin
Log in to Application Center Administration as an account administrator.
You must create at least one custom messaging provider to include a messaging element in the Providers list. For more information about creating a messaging provider, see Adding a custom messaging provider.
Procedure
In the navigation tree, click Channels > Messaging.
From the Interaction Type list, select Custom Messaging.
From the Providers list, select a messaging element.
Click Create Integration.
In the Name field, type a name for the integration.
From the Typing Indicator list, select one of the following options:
Disabled: The typing notifications are not displayed.
Both Ways: The typing notifications are displayed when the agent or the customer is typing.
Customer to Agent: The typing notifications are displayed only to the agent when the customer is typing.
Agent to Customer: The typing notifications are displayed only to the customer when the agent is typing.
By default, Disabled is selected.
Note:
If the typing notification status changes while a session (or interaction) is ongoing, the change is not applicable to the active session. The change applies to the next session.
