Digital Channels

Digital Experience supports channels for SMS (text) messaging, chat, and email as well as messaging channels and social channels.

Because digital interactions often take place over a longer period of time, Digital Experience uses a concept called the digital inboxClosed Area where cases appear in the digital interaction workspace in an agent application. InteractionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. arrive in the agent's digital inbox, and the agent decides how to handle each contactClosed The person interacting with an agent, IVR, or bot in your contact center. from there. All digital interactions come into the same digital inbox in the agent application, no matter what channel the interaction originates from.

Key Facts About Digital Channels

Available Digital Channels

Digital Experience supports the following channels:

Channel Support for Rich Content

The following table shows the types of rich contentClosed Elements in digital messaging such as buttons, images, menus, and option pickers. available for each digital channel. Some rich content uses TORM (truly rich omnichannel messaging) and is configurable under Rich Message Settings. Any rich content not supported by TORM is configurable under chat, email, Apple Messages for Business, and WhatsApp.

Channels that are not listed do not currently have rich content support. Any rich content sent through other channels is delivered as plain text.

  Adaptive Cards HTML & Markdown Text Rich Link Quick Replies List Picker Time Picker Form message
Apple Messages for Business Red X, indicating "not supported" Red X, indicating "not supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported"

Digital Chat

Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Red X, indicating "not supported" Red X, indicating "not supported"
Email Red X, indicating "not supported" Green checkmark, indicating "supported" Red X, indicating "not supported" Uses fallback text Red X, indicating "not supported" Red X, indicating "not supported" Red X, indicating "not supported"
Facebook Messenger Red X, indicating "not supported" Red X, indicating "not supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Red X, indicating "not supported"
WhatsApp Red X, indicating "not supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Red X, indicating "not supported"
Google Business Messages Red X, indicating "not supported" Red X, indicating "not supported" Green checkmark, indicating "supported" Red X, indicating "not supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Red X, indicating "not supported"

Supported: Green checkmark, indicating "supported"

Not Supported: Red X, indicating "not supported"

This rich content is available for use by APIs, bots, virtual agents, and live agents. However, not all rich content is supported for use by live human agents. The following table shows what rich content is visible to live agents in the Customer Card section in MAX. Live agents can access rich content not supported by TORM under Message TemplatesChoose template. Live agents can access rich content supported by TORM under Rich MessagesRich message.

  Adaptive Cards HTML & Markdown Text Rich Link Quick Replies List Picker Time Picker Form message
Apple Messages for Business Red X, indicating "not supported" Red X, indicating "not supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported"

Digital Chat

Red X, indicating "not supported" Red X, indicating "not supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Red X, indicating "not supported" Green checkmark, indicating "supported"
Email Red X, indicating "not supported" Green checkmark, indicating "supported" Red X, indicating "not supported" Red X, indicating "not supported" Red X, indicating "not supported" Red X, indicating "not supported" Red X, indicating "not supported"
Facebook Messenger Red X, indicating "not supported" Red X, indicating "not supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Red X, indicating "not supported" Red X, indicating "not supported"
WhatsApp Red X, indicating "not supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Red X, indicating "not supported" Red X, indicating "not supported"
Google Business Messages Red X, indicating "not supported" Red X, indicating "not supported" Green checkmark, indicating "supported" Red X, indicating "not supported" Green checkmark, indicating "supported" Red X, indicating "not supported" Red X, indicating "not supported"

Supported: Green checkmark, indicating "supported"

Not Supported: Red X, indicating "not supported"

Proactive Digital Outbound

Proactive Digital allows you to send one-way digitalClosed Any channel, contact, or skill associated with Digital Experience. messages to contacts in a calling list. Proactive Email can be agentless—that is, set up to use a standalone agentlessClosed Contacts made without a live agent for tasks such as one-way delivery of information or messages.. ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. Alternatively, you can add Proactive Digital as part of the contact strategy on an agent skill.

You can use your existing text-based digital channels with Personal Connection for proactive digital outreach. If your organization has a digital channel that's not natively supported in CXone Mpower, you can integrate it using Bring Your Own Channel (BYOC) BYOCwith Proactive Digital channels.

Proactive Digital requires Personal Connection.

Channel Features

Additional features for messaging channelsClosed Direct interactions using social media like X DM, WhatsApp, or Facebook Messenger and SMS, chat, and email allow you to meet more of your customers' needs. Channel features include:

  • Guide: This feature allows you to create and display entry points for digital messaging channels of your choice directly on your website. Adding these channels to your website makes it easy for customers to quickly access the resource they need.

  • Stripe Payments: This feature allows you to use digital channels to help customers complete payments. You can create an account with Stripe, an online payment processor, and connect it to a channel to send customers secure payment links.

    This feature supports only basic use cases, so please ensure your requirements can be met when considering this feature. If you need more advanced payment platform options and expanded payment gateway support, use our DEVone partner Sycurio .

  • Appointments Scheduling: This feature allows you to set up an appointment scheduling service. Agents can use digital channels to send customers appointment scheduling requests.

    This feature supports only basic use cases so please ensure your requirements can be met when considering this feature. For example, after customers schedule an appointment, you must manually coordinate scheduled appointments with agent availability or use a third-party scheduling tool to coordinate appointments with agent schedules.

  • Web Assistant: This feature allows you to map UI elements on your website. You can then create rules for your mapped elements to do things when a customer interacts with them. This uses the Workflow Automation functionality.