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Using Avaya Workspaces for Avaya Experience Platform™ Public Cloud
Customer Journey widget information
The following table displays the information that you can view on the Customer Journey widget:
Name |
Description |
|---|---|
Social Media interactions |
For a Facebook messaging interaction, the widget displays the Facebook business page. For WhatsApp, the widget displays the interactions between WhatsApp business accounts. For Instagram, the widget displays the interactions of professional Instagram accounts. For X (Twitter), the widget displays the X (Twitter) account interactions.
Note:
From March 1, 2025, Avaya does not support messaging integration with X (Twitter). You can no longer configure X (Twitter) social media accounts with Avaya Experience Platform™ or use X (Twitter) to send or receive messages to or from customers. |
WebRTC interactions |
The Customer Journey widget displays the source type and source address of the interaction. For example, if you use iOS SDK to initiate a WebRTC interaction, the source type displays iOS WebRTC, and the source address displays the integration ID. |
Agent Notes |
Agents and supervisors can click An agent can add only one note to an interaction. |
Virtual Agents |
Agents and supervisors can view transcripts of interactions between customers and virtual agents, such as BYOBot SIP and Google Dialogflow. |
to view the agent notes associated with a customer interaction. A number badge on the icon displays the number of notes associated with the interaction.