Digital channels drive a cloud contact center. In Infobip, this encompasses some of the most popular chat apps such as Messenger, Telegram, Google's Business Messages, WhatsApp, Viber, then Email and Social Media channels such as Facebook Posts, Instagram Posts, and Twitter Tweets.
This means that you are enriching your customer experience and providing support to your customers via their preferred channels of choice that are most familiar to them.
You can use a broad portfolio of the world's most popular chat apps in Conversations. Below you can find more details about each chat app available in Conversations and how to use them.
Being one of the most popular messaging apps and used worldwide, Telegram is a new channel available in Conversations and agents can use it to communicate with customers.
Currently, agents can send and receive the following:
If a user contacts the support over Telegram, their data can be stored in the People module and used later on in your communication.
According to the Telegram business model, agents cannot start a conversation over Telegram. Customers (end users) need to initiate the conversation.
To enable Telegram as a channel in Conversations, refer to Telegram on our Documentation Hub.
Google's Business Messages
Google's Business Messages is another channel available in Conversations that agents can use to resolve customers’ issues over their channel of choice.
For the time being, agents can send and receive Texts and Images.
If a user contacts support via Google's Business Messages channel, their data cannot be stored in the People module since the identifier used to communicate has a short validity period.
According to the Google business model, agents cannot start a conversation over Google's Business Messages. Customers (end users) need to initiate the conversation.
To enable this channel in Conversations, refer to Google's Business Messages on our Documentation Hub.
Use Messenger by Facebook in Conversations to communicate with your customers. You can use Messenger via templates, same as WhatsApp so the process is fairly similar for both channels.
Note that you need to submit your Facebook page and Messenger channel to Facebook for review. Please check the Messenger App Submission section and Getting Started in case you need help.
Messenger has introduced message tags that are used in mobile-terminated (MT) initiated scenarios. This means that it's possible to send a message to a customer even 24 hours after receiving the last message.
To send a message, you need to select one of the three message tags predefined by Messenger. The message content is free-form, meaning it is not predefined by any template.
Once a message has been sent, the tag that was used will be visible under the actual message inside the agent's desktop window.
When you select WhatsApp as your channel of communication, the system automatically detects if this is the first contact or more than 24 hours have elapsed from the last customer interaction. In this case, you are shown an alert within the message reply box:
You can use WhatsApp templates within ongoing conversations or when starting a new one.
When you select Use a WhatsApp Template, a pop-up opens where the user can select a template from already registered and approved WhatsApp templates. A template can also contain placeholders (variables) for personalization purposes. In this case, the user will need to map all placeholders by entering a value for each.
The experience is same the as for user-defined templates but agents cannot edit the content other than the variables part.
Agents can now use stickers to send (over API) or receive messages to/from customers over the WhatsApp channel.
You could send only pictures as attachments (.png, .jpg) using Viber in Conversations up until this point.
Now you are able to send all supported formats by the Viber channel such as documents, PDFs, and spreadsheets.
You can send and receive files as long as they are supported based on the table below:
||Max File Size
||.doc, .docx, .rtf, .dot, .dotx, .odt, .odf, .fodt, .txt, .info
||.pdf, .xps, .pdax, .eps
||.xls, .xlsx, .ods, .fods, .csv, .xlsm, .xltx
With over 52 million global monthly active users (MAU) today, KakaoTalk is the most popular and the most used messenger application in South Korea.
Set up real-time conversations with your customers, offer live agent support, and help your agents provide the best customer service by using our Conversations solution.
To enable KakaoTalk in Conversations, contact your dedicated Account Manager to enable the service for you.
Here you can see in a bit more detail how to use Live Chat in Conversations. More importantly, it will give you a better insight into how anonymous visitors and authenticated customers are shown in Live Chat.
Customers visiting your website or using the mobile app can be classified into two types:
- Anonymous visitor – An unidentified customer. It can be an existing customer or a potential customer who opens the chat widget and starts a conversation.
- Authenticated customer – A customer who has logged in at your website or mobile application and can be identified as your customer within your information system.
Visitors are website users who haven’t been identified because they didn’t log in. Although, Live Chat can remember visitors within the chat session and associate it with a visitor ID.
This goes even for cases where a conversation was closed, and the same visitor started another conversation. The customer card will still contain the entire conversation history and their previous requests for this visitor. That way the agent can see the backstory and have an overview of the visitor’s previous questions.
Learn more about anonymous visitors.
Authenticated customers are the known customers who have logged in to your website.
Learn more about authenticated customers.
Authenticated customers can be grouped in two ways:
- A person that exists in the People module
- Authenticated Customer With No Person in People
Authenticated Customer Found in People Module
This is an authenticated customer who has their profile in People. When such a customer starts a conversation on your website, you can rely on People to provide you with additional information about this customer. For example, then you will know their first and last name.
Here’s how the conversation with such a customer looks like:
However, sometimes, you might not have a first or last name entered in People. If this is the case, then Conversations will use the provided key identification.
Authenticated Customer Not Found in People Module
This is an authenticated customer who has not been entered as a profile in People. This means, that this customer and their email address (which is used as a key identity) do not match anyone in People.
Here’s how the conversation with such a customer looks like:
Use Instagram Messaging functionality in Conversations to reply to your end-user's requests.
Make sure to activate Instagram Messaging first before you start using it.
Then you can benefit from one of the most popular social media platforms by responding to your followers' direct messages.
Check out our Instagram Messaging docs for more information on the channel itself.
Use Email in Conversations and let your contact center agents reply to customer emails from the agent panel.
To start using the Email channel as part of two-way communication in Conversations, you need to set it up first.
Navigate to Apps > Email.
Read through the available options below and follow the instructions.
Option 1 - Use an Infobip email address.
If you are a first-time user, set up a sending domain. This domain will be registered as a subdomain on ibconversations.com. For example, if your company is named Capricorn, you will add this as a subdomain and then your sending domain will be @capricorn.ibconversations.com.
To configure a sending domain, navigate to Apps > Email > Use Infobip email. Under the Email domain, click CREATE NEW. Enter the necessary data for your subdomain and click SAVE. This will be your sending domain from now on. The domain is then hardcoded, meaning you can only set it up once and you cannot change it subsequently.
Now create senders. The domain that you choose to use will be hardcoded and then you can choose sender names. To create a new sender, in the Senders section, click CREATE NEW. You can create an unlimited number of senders for your domain.
After registering your domain and creating your senders, you are ready to send and receive emails in Conversations.
Note that you can create as many mailboxes as you need.
Default mailbox is needed in options 1 and 2.
Option 2 - Use your own email address
In many cases, companies already have their own support address, and they want to use it with Conversations. Or they simply want to choose how to name their domain.
To be able to use your domain, you will need to have ownership of the said domain. Then follow the steps outlined below.
If you want to use a custom domain but don't have one, you will need to purchase it. Infobip is not a domain provider and cannot provide one for you.
When you have registered your domain, follow these steps:
- Choose the default ibconversations domain. By default, every Conversations user with the Email channel gets a Conversations default domain - @fwd.ibconversations.com.
Now, choose the default Email server. Enter the domain from which you want to forward the emails. Click VERIFY.
After you have chosen the mailbox name (used for easier navigation), and the domain username, the default domain is ready to use.
- Set up your own domain – Incoming verification. Once you have access to an Infobip default domain, it's time to set up your own domain. First, set up incoming emails. To do that, you need to forward all emails from your domain to the default Infobip domain.
My default Infobip domain is email@example.com, and my own domain that I want to use is firstname.lastname@example.org.
To be able to receive incoming emails to Conversations, I need to set up forwarding from email@example.com to firstname.lastname@example.org.
With it, every email sent to the original domain will be forwarded to Conversations.
Once I have completed the forwarding setup, Infobip will send a test email to the original domain. If that email ends up in Conversations (default mailbox), I know that the setup works fine and forwarding is active. With that last step, verification is also completed.
- Set up your own domain – Outgoing verification. To be able to send outgoing emails, the Infobip platform needs to know that the user is the domain owner and that they can send emails using a specific domain. To verify the domain, you need to export the provided DNS records and insert them into the existing DNS. Once you have added these records, it can take up to 48 hours for the records to be verified. Once done, your domain is fully verified and you can use it to send outgoing emails.
Two-way email communication is now available in Conversations. Both customers and agents can initiate an email conversation.
Emails within any conversation contain the following information:
- Sender's name
- Sender's email address
- Email subject
- Email body
- Email attachments
- Day of the week, date, and time the email is received/sent
Additionally, agents can use these actions when handling emails:
- Reply to email – use it to send a reply
- Forward email – use this to forward the existing email to another recipient
- Show original email – hidden behind the ellipsis, providing an overview of the email in HTML, TEXT, and SOURCE
Moreover, an option to expand and contract an email card in conversations history is available and visible with an arrow icon.
Agents can send emails in two ways:
When an agent wants to initiate a new conversation and send an email to the customer, they should use the Start a Conversation button.
When sending an email from an existing conversation, they need to click either reply or forward or use the New Email button at the bottom of the page.
Common editing options are available while writing an email, along with the ability to send attachments up to 20MB.
To make reading and writing emails easier, the right-hand pane containing context cards can be contracted to a narrower size, thus providing extra space for managing emails. Agents can also take over emails by clicking the take-over icon.
When sending an email, an agent can choose a name that will be displayed as a sender, sender email address, and recipient. Also, common options like CC and BCC are available.
If an agent gets distracted from writing an email because they are working on different tasks, a draft will be stored in the Email drafts tab. They can access it from the top of the conversations history section.
You can enrich outbound emails with various values such as placeholders and simple templating language. You can create a template for every outbound email. Before the email is sent to the end user, the template will be applied.
To access this feature, navigate to Apps > Conversations > Outbound Emails.
Outbound Emails consist of two main parts:
- Templates. The place where you can define multiple templates. You need to enter the name and the description (optional field) when creating a template. Templates consist of a Subject and Content. Those fields are by default prepopulated with the subject and the body already defined by an agent sending the email. Agents can play around those fields and add placeholders available in the standard placeholder picker used in multiple places in Conversations. These templates are usually used to define a signature to be automatically applied when sending emails. Once the agent saves the template, it will appear on the list of templates and they can edit it, delete or search a specific template.
- Conditions. This is where you can define which template will be applied to which outbound email. When creating a condition, you can enter the title and description (optional), select the template that you wish to apply the conditions to, and then set these conditions using the AND action, as well as the OR action. You can also enable/disable the conditions by moving the toggle at the top right corner.
After you have created your conditions, they will appear on the conditions list where you can edit or delete them.
You can use Infobip Social Media channels to resolve customer inquiries over some of the most popular social media sites, such as Facebook Posts, Instagram Posts, and Twitter. Social Media is primarily used with Conversations but certain features such as Facebook Posts can be coupled with our chatbot solution, Answers, as well.