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 inbox
Area where cases appear in the digital interaction workspace in an agent application.. Interactions 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 contact 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
- The steps to add a channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. are different for every type of channel. Some of these you can set up on your own, some require assistance from your account manager, and some must be configured by your Digital Experience team. For specifics, see the setup topic for the channel you need to add.
- You can use Bring Your Own Channel to integrate any messaging platform CXone Mpower doesn't offer natively.
- After creating a channel, you can edit it to select one of your digital Studio scripts from a drop-down. This will apply to the routing for that channel.
- To handle digital interactions, agents must use either MAX or the Agent suite. MAX supports all available digital channels. Review details for the Agent application you use to see which digital channels are supported.
- Before agents can start handling interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. from a channel, they need to have permissions assigned to their role for that channel. They also need to be assigned to routing queues or digital skills that are configured to route messages from that channel.
- Agents can perform a variety of actions with interactions based on their roles and permissions.
- There are several channel features that can be utilized in messaging channels Direct interactions using social media like WhatsApp or Facebook Messenger and SMS, chat, and email. These features include the ability to set up appointment scheduling and payment processing, as well as create and display entry points for digital channels directly on your website.
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Each messaging session has a total limit of 200 messages. If the agent and the contact exchange more than 200 messages, the chat closes automatically. This may prevent end-of-chat actions from happening. For example, WFA jobs may not get triggered, surveys or forms may not get shared, or APIs may fail to pass chat data to third-party platforms like a CRM
Third-party systems that manage such things as contacts, sales information, support details, and case histories.. This applies to all types of messaging channels.
Available Digital Channels
Digital Experience supports the following channels:
Digital vs ACD Channels
In CXone Mpower, you have digital channels and ACD channels. You can think of ACD channels as legacy channels. The most popular is voice for phone calls, but there are also legacy email, chat, and work items Customizable method of delivering contacts to an agent via Studio scripts.. Legacy chat or email are not the same as digital chat and email channels. The following table provides a basic break down of the differences between these types of channels.
| Feature | Digital Channel | ACD Channel |
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| Contacts |
Digital contacts are contacts that enter the system through a digital channel. There are small technical differences between digital and ACD contacts:
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Contacts that come into your system through non-digital channels are ACD contacts, or normal contacts. |
| ACD Skills | ACD skills created with the type of Digital. | All non-digital ACD skills |
| Points of Contact (POC) |
Digital channels are digital points of contact. These two terms are often used interchangeably because digital POCs created on the Points of Contact Digital page. |
ACD points of contact |
| Studio Scripts | Studio has a specific digital script type for digital channels and contacts. There are minor differences that scripters need to consider when scripting for digital and ACD channels. | All Studio script types, except digital, are for legacy ACD channels and contacts. |
| Studio Actions | Not all Studio actions are supported in digital scripts. Each action page lists its supported script types. Also, there are some digital-specific versions of actions, like REQAGENT (Digital). | Most Studio actions can be used with ACD channels (or non-digital script types). |
| Agents | To handle digital contacts, agents must have the Digital Engagement attribute enabled in their employee profile. | Agents can handle contacts from any ACD channel, as long as they are assigned to the necessary ACD skills. |
Channel Support for Rich Content
The following table shows the types of rich content 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. The Digital chat experience for form messages depends on the virtual agent you use. Sometimes the system sends a fallback URL. Other times, the message appears as a native form in the chat UI.
| Adaptive Cards | HTML & Markdown Text | Rich Link | Quick Replies | List Picker | Time Picker | Form message | |
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| Apple Messages for Business |
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Digital Chat |
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Uses fallback text. URL opens in browser where contacts The person interacting with an agent, IVR, or bot in your contact center. can fill out the form. |
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Uses fallback text |
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Supported:
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 and Agent. Live agents can access rich content not supported by TORM under Message Templates > Choose template. Live agents can access rich content supported by TORM under Rich Messages > Rich message.
| Adaptive Cards | HTML & Markdown Text | Rich Link | Quick Replies | List Picker | Time Picker | Form message | |
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Digital Chat |
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| Facebook Messenger |
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Not Supported:
Proactive Digital Outbound
Proactive Digital allows you to send one-way digital 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 agentless Contacts made without a live agent for tasks such as one-way delivery of information or messages. ACD skill 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.
Proactive Digital requires Personal Connection.
Channel Features
Additional features for messaging channels Direct interactions using social media like WhatsApp or Facebook Messenger and SMS, chat, and email allow you to meet more of your customers' needs. Channel features include:
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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.
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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
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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.
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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.