Set Up IM for Services

Configure Your Instant Messaging Workflow

🔍 This step is only necessary if you want Instant Messing for your Services. For enabling Instant Messages directly to users, refer to Use Case - Setting up Interact.

1. Navigate to Nimbus Admin > Configuration.
2. Select Workflows > Workflows.
3. Click Create New.
4. Select Instant Messaging as Workflow Type. 
   
5. Give your new workflow a name and Organization Unit that fits your new chat handling service. 
6. Design your workflow in the editor:
   1. 💡 Note that you have similar Workflow Activities for instant messaging to those for Audio/Video workflows, however, with slightly differences. 
   2. We recommend you to start with "Accept Conversation" and a "Message" activity for your customer. 
   3. Follow up with a "Queue Task" activity to assign the IM task to the users of your service.
   4. Once the queue limit is reached, don't forget to use "Cancel Task", and "Disconnect" the user as you would in a call. 💡 A friendly "Sorry" message goes a long way. 

Create a Service System Message

🔍 This step is optional and only necessary if you want to add a Service System Message to your service.

1. Go to Nimbus Admin > Configuration.
2. Select Instant Messaging > Service System Messages.
3. Click Create New.
4. Fill out the tabs as follows:

INC Service System Messages

General

1. Give your Service System Message a name and select the Organization Unit.
2. Optionally, add a description.
3. In the User dropdown, select how you want to display the task handling agent's name that is in the chat with the customer.
4. In the Service dropdown, select which service name you want to display for the customer.
   
   In the example below, our service is called Documentation Team:
   

 

 

Messages to User

In the tab Messages to User, you can define messages that are displayed to the agent when an instant message is coming in, handled, or terminated, using both custom parameters and System Fields and Parameters:

 

 

Messages to Customer

In the tab Messages to Customer, you can define messages that are displayed to the customer when getting connected to an agent or ended by the agent:

 

 

Configure your Service for IM

💡 Now it's time to apply your new workflow. 

1. Navigate to Nimbus Admin > Service Settings.
2. Select your service and ensure that it has a Contact Center license assigned.
3. Go to the tab Modalities (Modality Service Settings).
4. Enable Instant Messaging. 
   ⮑ A new section “Instant Messaging” appears. If you don't see it, scroll down to the end of the page.
5. In the “Instant Messaging Workflow” dropdown, select your newly created Instant Messaging workflow from the previous step. 
    
    
6. In the Service System Messages dropdown, select a service system message created previously. This step is optional.
7. Head over to the tab Interact (Interact Service Settings) and enable Interact by switching on the toggle.
8. Enable Instant Message and other modalities you want to use in the service.
9. Copy the service snippet (in the section “Integration”) and paste it into your website once you are ready to go live. 
   💡Clicking Preview opens the Interact integration preview for your service.

Prepare Your Users for IM

Finally, you need to ensure that users are part of the service and can handle incoming instant message tasks.

1. Go to Admin > User Administration.
2. In General User Settings, enable Instant Messaging for each user you want to allow to handle IM tasks. 
   
3. Navigate to Nimbus Admin > Service Settings.
4. Select your service and go to the tab Users.
5. Ensure that at least one user with an assigned Instant Messaging modality license is added to the service in order to distribute IM tasks. 
   

Set Up IM for Users

Create a Direct System Message

🔍 This step is optional and only necessary if you want to add a Direct System Message to your user.

1. Go to Nimbus Admin > Configuration.
2. Select Instant Messaging > Direct System Messages.
3. Click Create New.
4. Fill out the tabs as follows:

INC Direct System Messages

General

1. Give your Direct System Message a name and select the Organization Unit.
2. Optionally, add a description.
3. In the User dropdown, select how you want to display the user's name for customer. You can can either display the user's current display name or define a custom name.
   

 

 

Messages to User

In the tab Messages to User, you can define messages that are displayed to the user when an instant message is coming in, handled, or terminated, using Direct Conversation Parameters:

 

 

Messages to Customer

In the tab Messages to Customer, you can define messages that are displayed to the customer when getting connected to the user or ended by the user:

 

 

Configure your User for IM

1. Go to Admin > Users.
2.  Select the user.
3. In Interact User Settings, enable Instant Messaging.
4. Optionally, select the previously created Direct System Message in the appropriate field.

Setup the Teams App Setup Policy

Configure the App Setup Policy

💡 A Teams administrator needs to enable uploading custom apps for Nimbus in the Microsoft Teams admin center, otherwise sending messages to a bot might not work. You can create a separate Nimbus App Setup Policy for this or configure your global policy accordingly. For this example, we created a separate App Setup Policy for Nimbus.

1. In Microsoft Teams admin center, go to Teams apps > Setup policies and select the Nimbus App Setup Policy.
2. Enable Upload custom apps.
3. Optionally, enable User pinning. 
   
4. Save the configuration.

Assign the Nimbus Setup Policy to your IM users

Now, the Nimbus App Setup Policy needs to be assigned to all Nimbus IM users.

1. In Microsoft Teams admin center, go to Users > Manage Users and select the user you want to assign the policy to.
2. Click Edit. 
    
   ⮑ A popup will appear on the right-and side.
3. In the Select App setup policy dropdown, select the Nimbus App Setup Policy. 
   
4. Click Apply.

Instruct Your Agents to Get Ready