Digital Channels

Digital First Omnichannel 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 First Omnichannel 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 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

Available Digital Channels

In addition to chat, email, and SMS channels, Digital First Omnichannel 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 and agents to interact, such as 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 First Omnichannel 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 First Omnichannel and Facebook is near real-time.
  • 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 First Omnichannel 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 First Omnichannel team.
  • Data synchronization between Digital First Omnichannel 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 First Omnichannel team.
  • Data synchronization between Digital First Omnichannel and Twitter is near real-time.
  • Send and receive direct messages, with or without attachments.
Instagram Social
  • Your Instagram page administrator configures this channel with assistance from your Digital First Omnichannel team.
  • Only Instagram business pages can be connected.
  • Some actions are limited by the Instagram API functionality.
Instagram Direct 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 First Omnichannel.
LinkedIn Social
  • Your LinkedIn administrator can configure this channel completely.
  • Only LinkedIn company pages can be connected.
LinkedIn Messaging
  • Your LinkedIn administrator can configure this channel completely.
  • Only LinkedIn company pages can be connected.
  • Send and receive direct messages.

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 Messages Social
  • Requires a verified Google Business Messages account.
  • Your CXone Account Representative must assist you with channel creation.
  • 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.
  • 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 Enterprise 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 First Omnichannel team configures this channel with assistance from your Apple Messages for Business administrator.
  • This channel is only supported for tenants in North America.
  • 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.
  • No support for proactive outbound messages.
Viber Messaging
  • Receive and reply to direct messages.
Microsoft Teams Collaboration and Messaging
  • Use DFO to answer technical support questions a customer sends through Teams.
Slack Collaboration and Messaging
  • Use DFO 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 First Omnichannel team.
  • You must have a WeChat business account before setting up a channel.
  • Send basic messages.
  • Send attachments.

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
Apple Messages for Business Red X, indicating "not supported" Red X, indicating "not supported" Red X, indicating "not supported" Green checkmark, indicating "supported"* Green checkmark, indicating "supported"

DFO Chat

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

*Also available for live agents

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.