Supported Features for Channel Interactions
With the conversation hub and chat channels established, agents are able to respond to the various types of incoming activities from the Advisor Desktop. These activities are very similar in how they are presented to the agent, however, each has their own unique identifiers to notify the agent what type of activity they are handling.
All the activities enabled by the Conversation Hub are also different in what sort of features are available for use during the interactions between customers and agents. See the tables for a comparison of supported features.
Legend
|
Icon |
Supported or Not Supported |
|---|---|
|
|
Supported |
|
|
Not supported |
|
– |
Not supported by channel |
|
Customer Messaging |
Web Chat |
ABC |
SMS |
X DM |
Facebook Messenger |
|
|---|---|---|---|---|---|---|
|
Typing indication: Customer to Agent |
|
|
– |
|
|
– |
|
Typing indication: Agent to Customer |
|
|
– |
|
|
– |
|
Read indication: Customer to Agent |
|
– |
– |
|
|
|
|
Read indication: Agent to Customer |
|
|
– |
|
|
|
|
Delivered indication: Customer to Agent |
|
|
– |
|
|
|
|
Delivered indication: Agent to Customer |
|
|
– |
|
|
|
|
New messages notification |
|
|
– |
|
|
|
|
Hyperlinked regular expressions (phone number, date, URL) |
|
|
|
|
|
|
|
Continuity across devices |
|
|
– |
|
|
|
|
Customer end conversation |
|
– |
– |
– |
– |
– |
|
Customer specific window branding |
|
|
– |
|
|
|
|
Support accessibility standards |
|
|
|
|
|
|
|
Rich Messaging |
Web Chat |
ABC |
SMS |
X DM |
Facebook Messenger |
|
|---|---|---|---|---|---|---|
|
Emojis (both directions) |
|
|
|
|
|
|
|
Enlarged emojis |
|
– |
– |
– |
– |
|
|
Translation of emojis to text |
|
|
|
|
|
|
|
Stickers: Customer to Agent |
|
|
|
– |
|
– |
|
Stickers: Agent to Customer |
|
|
|
|
|
– |
|
Photo sharing: Customer to Agent |
|
|
|
|
|
|
|
Photo sharing: Agent to Customer |
|
|
|
|
|
|
|
File sharing |
|
|
|
|
|
|
|
GIF: Customer to Agent |
|
|
|
|
|
|
|
Link previews |
|
|
– |
|
|
|
|
Quick Replies |
|
– |
– |
|
|
– |
|
Structured content cards |
|
– |
– |
|
|
– |
|
Structure content carousel |
|
– |
– |
|
|
|
|
Structure content list |
|
|
– |
|
|
– |
|
Structure content time picker |
|
|
– |
– |
– |
– |
|
Audio messages |
|
|
– |
|
|
|
|
Payments |
|
|
– |
– |
|
– |
|
Message character limit |
|
|
|
|
|
|
|
Automation and Routing |
Web Chat |
ABC |
SMS |
X DM |
Facebook Messenger |
|
|---|---|---|---|---|---|---|
|
Chatbot |
|
|
|
|
|
|
|
AI routing engine |
|
|
|
|
|
|
|
Priority routing |
|
|
|
|
|
|
|
Offline messaging support for off-hours |
|
|
|
|
|
|
|
Agent Experience |
Web Chat |
ABC |
SMS |
X DM |
Facebook Messenger |
|
|---|---|---|---|---|---|---|
|
eGain Solve for Agent (AI and Knowledge) |
|
|
|
|
|
|
|
Quick responses |
|
|
|
|
|
|
|
Sending rich messages |
|
|
– |
|
|
– |
|
Video / audio escalation |
|
– |
– |
– |
– |
– |
|
Data masking |
|
|
|
|
|
|
|
Conversational view & Customer 360 |
|
|
|
|
|
|
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