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
- Digital chat, email, and SMS channels are not the same as the other chat, email, and SMS channels in CXone Mpower. Your organization can use both digital Any channel, contact, or skill associated with Digital Experience. and omnichannel The ability to work on interactions from different channels at the same time. options for these channels if necessary.
- 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 X DM, 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.
Available Digital Channels
Digital Experience supports the following channels:
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.
| 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 |
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| Facebook Messenger |
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| Google Business Messages |
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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. 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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| Apple Messages for Business |
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Digital Chat |
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| Facebook Messenger |
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| Google Business Messages |
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Supported:
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 X DM, 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.