Digital Channels

Digital Experience supports social channelsClosed Public social media interactions, such as on Facebook or Twitter, messaging channelsClosed Direct interactions using social media like Twitter DM, WhatsApp, or Facebook Messenger, and channels for SMS (text) messaging, chat, and email.

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. CasesClosed 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 work each case from there. All digital cases come into the same digital inbox in the agent application, no matter what channel the case originates from.

Key Facts About Digital Channels

Available Digital Channels

In addition to chat, email, and SMS channels, Digital Experience supports these socialClosed Public social media interactions, such as on Facebook or Twitter and messagingClosed Direct interactions using social media like Twitter DM, WhatsApp, or Facebook Messenger channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on..

Channel Type Set Up & Details What Agents can Do

Facebook

Social
  • Your Facebook page administrator can configure this channel completely.
  • Synchronization between Digital Experience and Facebook is near real-time.
  • Actions available to agents are limited by their channel permissions
Facebook Messaging
  • Your Facebook page administrator can configure this channel completely.
  • Synchronization between Digital Experience and Facebook is near real-time.
  • You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACDDFO > Points of Contact Digital.

  • Send, receive and reply to direct messages, with or without attachments, using Messenger.
  • Receive and reply to direct messages using text, images, or both.
  • Digital Experience tags conversations so Facebook knows the conversation is between real people. This allows agents to send replies up to seven days after the message from a Facebook user has been received.
Twitter Social
  • Your Twitter account administrator can configure this channel with assistance from your Digital Experience team.
  • Data synchronization between Digital Experience and Twitter is near real-time.
  • Tweet on behalf of your organization, with or without username, and interact with related replies.
Twitter Messaging
  • Your Twitter account administrator can configure this channel with assistance from your Digital Experience team.
  • Data synchronization between Digital Experience and Twitter is near real-time.
  • You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACDDFO > Points of Contact Digital.

  • Send and receive direct messages, with or without attachments.
Instagram Social
  • Your Instagram page administrator configures this channel with assistance from your Digital Experience team.
  • Only Instagram business pages can be connected.
  • Some actions are limited by the Instagram API functionality.
InstagramDirect Social
  • Your Instagram page administrator can configure this channel completely.
  • Only Instagram business pages can be connected.
  • Within Instagram, the Allow Access to Messages privacy setting must be toggled On for the account you are using with Digital Experience.
  • You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACDDFO > Points of Contact Digital.

LinkedIn Social
  • Your LinkedIn administrator can configure this channel completely.
  • Only LinkedIn company pages can be connected.

YouTube

Social
  • Your YouTube account administrator can configure this channel completely.
  • Synchronization of the 20 most recent videos and 20 most recent comments occurs every hour.
  • Post and interact with public content on accounts you own.
Google Business Message Social
  • Requires a verified Google Business Messages account.
  • Your CXone Account Representative must assist you with channel creation.
  • You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACDDFO > Points of Contact Digital.

  • Receive and reply to inbound direct messages using text, images, or both.
  • No support for proactive outbound messaging.
Google Play Social
Google Places Social
Apple Apps Review Social
LINE Messaging
  • Your LINE administrator can configure this channel completely.
  • This channel is only supported for tenants in Europe, Australia, and Japan.
  • You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACDDFO > Points of Contact Digital.

  • Receive and reply to direct messages. No support for sending attachments.
  • No support for proactive outbound messages.
Telegram Messaging
  • Receive and reply to direct messages, with or without attachments.
  • No support for proactive outbound messages.
WhatsApp Messaging
  • Receive and reply to direct messages, with or without attachments.
  • Receive and reply to direct messages using text, images, or both.
  • Initiate contact with customers by sending messages with approved outbound templates.
Apple Messages for Business Messaging
  • Application process required.
  • Upon approval, your Digital Experience team configures this channel with assistance from your Apple Messages for Business administrator.
  • No support for proactive outbound messages.
  • You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACDDFO > Points of Contact Digital.

  • Receive and reply to direct messages using text, images, or both.
  • Send messages with or without attachments.
  • Use Apple plug-ins.
  • Create and use interactive message templates for things like scheduling appointments and making payments.
Viber Messaging
  • Receive and reply to direct messages.
Microsoft Teams Collaboration and Messaging
  • Use Digital Experience to answer technical support questions a customer sends through Microsoft Teams.
Slack Collaboration and Messaging
  • Use Digital Experience to answer technical support questions a customer sends through Slack.
  • Send messages that include images.
WeChat Messaging
  • Your WeChat account administrator can configure this channel with assistance from your Digital Experience team.
  • You must have a WeChat business account before setting up a channel.
  • You cannot integrate WeChat directly with CXone. You must use Bring Your Own Channel.
  • You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACDDFO > Points of Contact Digital.

  • Send basic messages.
  • Send attachments.
Bring Your Own Channel (BYOC) Messaging and Social

You must build middleware that can call the CXone APIsClosed APIs allow you to automate certain functionality by connecting your CXone system with other software your organization uses. and receive API callbacks from CXone. This middleware sits between Digital Experience and the BYOC channel.

Be sure you are familiar with the high level setup process before you begin.

  • You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACDDFO > Points of Contact Digital.

  • Send and receive messages.
  • Send and receive attachments, if the integration supports it.

 

Any social media, social networking, and other technology sites, applications, or products referenced in this topic are the property of their respective owners.

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.

  AdaptiveCards 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" Green checkmark, indicating "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.

  AdaptiveCards 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, you can integrate it using Bring Your Own Channel (BYOC) with Proactive Digital channels.

Proactive Digital requires Personal Connection.

Channel Features

Additional features for messaging channelsClosed Direct interactions using social media like Twitter 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.

  • Appointments Scheduling: This feature allows you to set up an appointment scheduling service. You can customize the scheduling service based on the availability of your agents. Agents can use digital channels to send customers appointment scheduling requests.

  • Engagement Mapper: 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.