Avaya Experience Platform™ Public Cloud digital services provide the functionality to route and control chat, messaging, and email interactions. Avaya Experience Platform™ Public Cloud use connectors to provide this functionality; the Avaya messaging connector is available by default for all Avaya Experience Platform™ Public Cloud customers that purchase messaging. The default connector allows you to quickly configure the messaging channel, and start routing test interactions.
The default connector for messaging supports the routing of asynchronous messages to the contact center. Asynchronous messages are not based on a single session, and these messaging communications can last much longer than a typical chat session. Both parties do not need to be active at the same time in an asynchronous messaging interaction. Asynchronous messages can be correlated back to the original message, which allows agents using Avaya Workspaces to view the entire conversation even when a long time elapses between messages. Both the agent and the customer can respond to each other at a time which is convenient to them.
Avaya Experience Platform™ Public Cloud also supports session-based chat messages, and provides the capability to configure connectors for chat. The web chat interactions are initiated by the customer using a browser at the front-end, and presented as interaction cards to Avaya Workspaces agents. These interactions are live chats, and the interactions ends when one of the parties disconnects. You must configure your chat provider and application details when you add the chat connector using Application Center Administration
Avaya Experience Platform™ Public Cloud supports IMAP and POP3 for inbound email and SMTP for outgoing email. You must configure your email mailboxes using Application Center Administration.
Configure business rules and routing for your channels using Application Center Administration. Routing works in conjunction with the context data rules and keyword rules you configure. During routing configuration for each channel, you can enable business rules such as data and keyword rule. You can also configure the queues and attributes to use with each type of interaction, and select the Orchestration flow that triggers for each channel account. Your routing configuration impacts how the workflows can provide intelligent routing capabilities for each interaction.
To integrate digital solutions, such as custom chat channels, bots, CRMs outside Avaya Experience Platform™ Public Cloud, see the Digital API Overview page.
