About Chat and Asynchronous Messaging 

About Chat and Messaging Hub Activities

The Messaging Hub supports customer engagement over messaging platforms such as Apple Business Chat, Facebook Messenger and X direct messages. Conversations that are conducted via the Messaging Hub become activities in the Chat Inbox of the Advisor Desktop. Messaging Hub activities from each platform as well as general chat and video chat activities can be distinguished in Analytics using the Activity Subtype attribute.

Analytics includes Chat reports and Messaging Hub reports. These report on the same activities but differ along the following lines: 

• The Chat reports are intended to provide a streamlined view for contact centers that use chat only, and as such these reports do not distinguish the Messaging Hub activities from other chat activities. They are all counted together. These reports may be historical or real-time.
• The Messaging Hub reports separate out the data for each Activity Subtype onto different rows of the report, and it is also possible to filter the report to show specific subtypes only. These reports are all historical.

The column headings and tool-tips in these reports refer to Chat activities, but this definition includes Messaging Hub activities. 

About Chat Activity Volumes

An ongoing conversation with a customer via any of these messaging platforms may be split across multiple activities if the agent completes the activity, or if the activity reaches the maximum chat duration and is automatically completed, prior to the customer sending in another message. If this occurs, then the customer’s next message will become a new activity and will be counted separately by the Messaging Hub reports.