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Avaya Experience Platform™ Public Cloud Solution Description
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Messaging
Last Updated : Sep 19, 2024 |
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Avaya Experience Platform™ Public Cloud supports messaging to enable contact center customers to engage in rich, persistent, and asynchronous conversations. Avaya Experience Platform™ Public Cloud supports SDKs* for iOS, Android, and Web, allowing organizations to design their modern messaging experiences.
Asynchronous messages are not based on a single session, and these messaging communications can last longer than a typical chat session. Both parties do not need to be active simultaneously in an asynchronous messaging interaction. Asynchronous messages can be correlated back to the original message, allowing agents to use Avaya Workspaces to view the entire conversation even when a long time passes 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 supports the following messaging features:
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Feature
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Description
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|---|---|
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API
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Async-messaging API for custom asynchronous messaging integrations.
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Auto Answer
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You can enable auto answer for messaging interactions for each user or each profile.
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Barge-in
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While observing or coaching an agent, supervisors can barge into an interaction to provide expert advice to agents when the agent is unable to handle the interaction.
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Coach
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Supervisors can coach agents to provide expert advice and help to address a customer request.
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File templates
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You can configure file templates agents can use to send replies to customer email and messaging contacts.
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Intelligent routing
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Create context data rules to collect data about incoming interactions before the interactions pass to the workflow. Context data rules also assign attributes to these incoming interactions. The workflow can base routing decisions on this contextual data, enhancing customer experience and leading to improved customer satisfaction. Each context data rule triggers a specific workflow, and the attributes you assign to the rule are available to the workflow.
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Observe
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Supervisors can observe ongoing messaging interactions between agents and customers to assess whether intervention is required.
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Persistent conversation history
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Retain context of customer interactions over time.
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Rich Media Support
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Support for images, emoticons, emojis, gifs, carousels, and location sharing.
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Rich Messaging Interactions
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Enable interactive chat experiences using links, buttons, quick replies, carousels, and location.
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RONA
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Return on No Answer with a fixed timer across all channels. The fixed timer value is 30 seconds.
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Screenpops
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Access an external website configured for a screenpop.
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SDK
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SDK for messaging and chat integrations across multiple platforms, such as Android, Web and IOS.
For more information about the availability of Messaging SDKs, contact support at https://support.avaya.com.
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Sharing of attachments
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Support for attaching of the following file formats : 3g2, 3gp, 7z, amr, avi, bmp, docx, gif, jpeg, jpg, key, m4a, m4v, mov, mp3, mp4, mpeg, mpg, mpga, numbers, odt, ogg, pages, pdf, png, pps, ppsx, ppt, pptx, txt, wav, webm, webp, wmv, xlsx, xml, webp, jfif, oga, ogv, qt.
If Avaya Experience Platform™ Public Cloud identifies a file as unsafe during a file scan, it deletes the file.
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Transfer to queue
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Transfer an interaction to a queue to find a more appropriate agent that has the knowledge to deal with the customer query.
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Transfer to user
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Transfer an interaction to another agent or supervisor. The target user must be able to handle messaging interactions. This is a single step transfer; the transferring agent drops from the interaction immediately when the transfer completes.
If an agent rejects a transferred interaction, Avaya Experience Platform™ Public Cloud attempts to return the interaction to the original agent. If that agent is subsequently unavailable, the interaction routes to the last queue and retains the original attributes.
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URL templates
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You can configure plain text URL templates agents can use to send replies to customer messaging contacts.
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Welcome messages
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Customize welcome messages that automatically appear to customers on the messaging channel.
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Typing Notification
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If Typing Notification feature is enabled for a messaging integration, then during an interaction you can see a notification whenever the customer is typing a message.
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