Configure Messaging overview

Last Updated : Aug 25, 2022 |
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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:
  • Creating automatic phrases for Messaging
  • Creating a welcome message to send to the customer when an agent joins the interaction
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.