Avaya Oceana® supports the Messaging channel. With this channel, a customer can use a Chat-like interface to engage with a contact center agent over an extended period. The communication between the customer and agent does not require live availability of either of them.
Organizations can enable Messaging in their applications for a customer to submit queries. After submitting the queries, the customer can close the application. The customer does not have to wait for an immediate response. When an agent responds, the device notification alerts the customer. When the customer opens the application, the application shows the conversation and enables the conversation to continue seamlessly. Conversation through the Messaging channel contain many engagements over an extended period. The full conversation remains visible to all participants. Messaging conversations are currently supported through In-App Messaging, WhatsApp, Facebook Messenger, and Twitter Direct Messaging.
For information about how to deploy Messaging, see Deploying Avaya Analytics™.
For information on social messaging platforms, see Using Avaya Workspaces for Avaya Oceana®.
The following table provides information about the administrative tasks for the Messaging channel:
Component |
Tasks |
Avaya Control Manager |
Administrative tasks are:
Configuring a Messaging provider Assigning the Messaging channel to an agent and assigning a multiplicity value Configuring the Messaging channel for Transfer to Service Configuring screen pops for Messaging |
Omnichannel Administration Utility |
Administrative tasks are:
|
Avaya Engagement Designer |
Administrative tasks are:
Deploying the sample Messaging workflow Deploying the sample Transfer to Service workflow for Messaging Configuring the sample Transfer to Service workflow for Messaging Avaya Oceana® provides a sample Engagement Designer workflow for Messaging. Messaging interactions are assigned routing attributes and are routed through the sample workflow. Each engagement from the customer is routed as a separate interaction. The workflow encapsulates the last agent routing logic to maintain the conversations by showing the past engagement messages in the active conversation window. |
The following table provides information about the rich media content that the Messaging channel supports:
Feature |
Description |
Text and Emojis |
Supports plain text messages and Unicode Emojis. |
Images, GIFs*, and Stickers |
Supports images, GIFs, and stickers. |
Links |
Displays web links as buttons and transforms links into clear calls to action. |
Location |
Supports sending and receiving geographical location messages. |
Postback |
Supports sending buttons to trigger events on your server. Based on the selection, the server acts and posts messages back to the customer. |
Reply |
Suggests a few answers to reply to a message. |
Location Request |
Supports requesting the current location of the customer. |
Compound Message |
Supports sending a text, image, and multiple buttons in a single message. |
Typing Status |
Displays a typing indicator. |
Carousel |
Supports sending a horizontally scrollable set of cards containing text, image, and action buttons. Carousels support a maximum of 10 message items. Each message item must include a title and at least one supported action. |
Badge for unread messages |
Displays a badge containing the count of unread messages in the header of the web messenger. |
Push Notification |
Sends push notifications to let the customer know when an agent replies to the customer query. |
*Animated GIF displays first frame only in Android devices. Otherwise, GIFs are rendered as MPEG files. |
