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About Conversation Hub Activities

The conversations that are conducted over the messaging channels, reflect as chat activities in the Chat Inbox in the Advisor Desktop. The messaging channels are:

  1. Web Chat Integrated with eGain VA and Third-party VA
  2. WhatsApp
  3. Apple Messages for Business
  4. Direct messages from X
  5. Facebook Messenger
  6. SMS

You can also configure a new channel (Bring Your Own Channel-BYOC) using Conversation Hub via published APIs. For more details about BYOC, see Bring-your-own-channel. 

Every channel has different characteristic feature linked to it. For example, channel icon, message character limit and more. To know how to conduct chat sessions for each of these channels, see Conducting Chat Sessions. The details of the channel specific features are discussed below.

From version 21 onwards, Administrators are required to configure the X channel with the X account in order to receive direct messages.

Integrated Web Chat Activities (eGain VA and Third-party VA)

  1. The activity has the Chat icon to indicate the channel.
  2. Both agent and customer can see the typing indication. They can also see the message delivered indication.
  3. The length of the message should not exceed 800 characters.
  4. The following rich content messages can be sent: Structured content cards, Structure content carousel, Structure content list, and Structure content time picker.

WhatsApp Activities 

  1. The activity has the WhatsApp icon to indicate the channel.
  2. Agent and customer can see the read and delivery indication for the messages.
  3. The length of the message should not exceed 1600 characters.
  4. Rich content messages can be used as quick replies.

Apple Messages for Business Activities

  1. The activity has the Apple icon to indicate the channel.
  2. Both agent and customer can see the typing indication. They can also see the message delivered indication.
  3. The length of the message should not exceed 10000 characters.
  4. The following rich content messages can be sent: Structured content cards, Structure content carousel, Structure content list, Structure content time picker, and Payments.
  5. Rich content messages can also be used as quick replies. Agents can also send form type of rich messages to customers which appear as a carousal in an ongoing chat activity and in the transcript. This form can have a time picker, date picker, list picker, and input fields.

X Direct Messages Activities

  1. The activity has the X icon to indicate the channel.
  2. Both agent and customer can see the typing indication. They can also see the message delivered indication.
  3. The length of the message should not exceed 10000 characters.
  4. The following rich content messages can be sent: Structured content cards, Structure content carousel, and Structure content list. 
  5. Images are received as links and are accessible by the admins of the X handle.

    Note that there can be a delay of up to 60 seconds in receiving the messages.

Facebook Messenger Activities

  1. The activity has the Facebook icon to indicate the channel.
  2. For Facebook, customer can only see the typing indication.
  3. The length of the message should not exceed 2000 characters.
  4. The following rich content messages can be sent: Structured content cards, Structure content carousel, and Structure content list.

SMS Activities

  1. The activity has the SMS icon to indicate the channel.
  2. Users can share multimedia files and send the activity as MMS.
  3. The length of the message should not exceed 700 characters. 
  4. Rich content messages can be used as quick replies.

Related Topics

  1. About Chats
  2. Conducting Chat Sessions