Digital Channels
Digital First Omnichannel supports social channels Public social media interactions, such as on Facebook or Twitter, messaging channels
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 First Omnichannel uses a concept called the digital inbox Area where cases appear in the digital interaction workspace in an agent application. Cases
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 First Omnichannel cases come into the same digital inbox in the agent application, no matter what channel the case originates from.
Key Facts About Digital Channels
- The steps to add a channel
A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. 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 First Omnichannel team. For specifics, see the setup topic for the channel you need to add.
- 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 First Omnichannel cases, agents must use either MAX or Agent for Salesforce Lightning. MAX supports all available digital channels. Agent for Salesforce supports some of the available channels.
- Before agents can start handling cases
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 that are configured to route messages from that channel.
- Agents can perform a variety of actions with cases based on their roles and permissions.
- Digital chat, email, and SMS channels are not the same as the other chat, email, and SMS channels in CXone. Your organization can use both digital
Any channel, contact, or skill associated with Digital First Omnichannel. and omnichannel
The ability to work on multiple interactions from different channels at the same time. options for these channels if necessary.
- You can create channel clusters for use in Digital First Omnichannel reporting dashboards.
- There are several channel features that can be utilized in messaging channels
Direct interactions using social media like Twitter 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
In addition to chat, email, and SMS channels, Digital First Omnichannel supports these social Public social media interactions, such as on Facebook or Twitter and messaging
Direct interactions using social media like Twitter DM, WhatsApp, or Facebook Messenger channels
A way for contacts and agents to interact, such as voice, email, chat, social media, and so on..
Channel | Type | Set Up & Details | What Agents can Do |
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Social |
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Messaging |
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Social |
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Messaging |
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Social |
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Instagram Direct | Social |
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Social |
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Messaging |
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YouTube |
Social |
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Google Business Messages | Social |
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Google Play | Social |
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Google Places | Social |
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Apple Apps Review | Social |
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Line | Messaging |
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Telegram | Messaging |
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WhatsApp Enterprise | Messaging |
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Apple Messages for Business | Messaging |
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Viber | Messaging |
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Microsoft Teams | Collaboration and Messaging |
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Slack | Collaboration and Messaging |
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Messaging |
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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 content that are available for each channel. This availability is primarily for APIs, bots, and virtual agents. Any cells noted with an asterisk shows that the rich content is also supported for use by agents.
Channels that are not listed do not currently have rich content support. Any rich content sent through other channels are delivered as plain text.
Buttons | Cards | HTML & Markdown Text | Rich Link (Link Preview) | Quick Replies | |
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Apple Messages for Business |
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DFO Chat |
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Uses fallback text | |
Facebook Messenger |
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Google Business Messages |
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*Also available for live agents
Channel Features
Additional features for messaging channels 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:
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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.
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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.
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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.