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
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	Publish Posting directly to a social media wall, feed, or account. posts, respond to comments on those posts, and see likes, shares, and reactions. See and interact with visitors' posts on your wall. Delete or hide inappropriate content. Add notes on your Facebook wall. Interact with Facebook reviews provided by customers.
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.	See and reply to public posts. See dark posts Social media post delivered to a select audience only, such as ads or sponsored content. and mentions Occur when a user tags or mentions your brand on a social media platform but not on your page or account.. No support for syncing and replying for direct messages. No support for publishing Posting directly to a social media wall, feed, or account..
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.	Supports syncing and replying for direct messages, including story replies. No support for publishing Posting directly to a social media wall, feed, or account..
LinkedIn	Social	Your LinkedIn administrator can configure this channel completely. Only LinkedIn company pages can be connected.	See and reply to public content. No support for publishing Posting directly to a social media wall, feed, or account..
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	Your Google Play administrator can configure this channel completely.	See and reply to public reviews and comments. No support for publishing Posting directly to a social media wall, feed, or account..
Google Places	Social	Application process required. Upon approval, your Google Places administrator can configure this channel completely. In addition to channels for Google Places accounts you own, you can set up listening only Digital First Omnichannel channel which allows agents to see public activity on a social media account but not interact with it. Typically used with competitor's accounts. channels.	See and reply to public reviews and comments. No support for publishing Posting directly to a social media wall, feed, or account..
Apple Apps Review	Social	Any user with access to your Apple App Store settings can configure this channel completely.	See reviews and comments. No support for publishing Posting directly to a social media wall, feed, or account..
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	Your Telegram administrator can configure this channel completely.	Receive and reply to direct messages, with or without attachments. No support for proactive outbound messages.
WhatsApp Enterprise	Messaging	Your WhatsApp administrator can add a WhatsApp account and configure this channel completely.	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	Your Viber account administrator can configure this channel completely.	Receive and reply to direct messages.
Microsoft Teams	Collaboration and Messaging	Your Microsoft Teams account administrator can configure this channel completely.	Use DFO to answer technical support questions a customer sends through Teams.
Slack	Collaboration and Messaging	Your Slack account administrator can configure this channel completely.	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.

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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.

	HTML & Markdown Text	Rich Link (Link Preview)	Quick Replies
Apple Messages for Business		*
DFO Chat
Email	*		Uses fallback text
Facebook Messenger
WhatsApp
Google Business Messages

*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:

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.