Chat Handling

How to handle incoming Chat Instant Messages within Nimbus and Teams

INC Non-Productive Disclaimer Chat

Not ready for productive use

Chat-related features are depending on Microsoft "Private Preview" APIs and SDKs, limiting access to early-adopters. For these reasons, Nimbus cannot offer a productive operation environment nor provide official support for the Chat modality yet. Until the situation changes, the feature is not yet available.

 

Handling Chat or also "Instant Messaging" tasks in Nimbus works in a very similar fashion to Call Handling. As Nimbus user you remain in your known MS Teams environment, but get notified by customer interactions via Adaptive Cards and chatrooms created by a Nimbus bot.

PRECONDITIONS

Contact Center Instant Message (Private Preview) Please note that Instant Messaging is a Contact Center service feature that must be enabled for your tenant. This is done by your Luware Customer Success representative.


  • Tenant Admin: You require tenant administrator rights to create and update tenant and service settings. 🔍 Refer to Use Case - Setting up Instant Messaging.
  • Service Users - As user of the chat feature you need to to register with the IM chat bot once in order to receive Adaptive Card messages and chat invitations. This is done via Nimbus Portal > User Preferences (Portal).
     
After registration the Bot will invite users via adaptive cards when a chat message is incoming. This permission is necessary for bot-spam prevention.
 

Chat Interaction

💡 If not stated otherwise the following section refers to "You" as the user acting as agent for a service. 

Session Invite

  • Chat sessions are distributed you either via service Workflows or directly via Interact. In the following we assume distribution via Service workflow.
  • A Nimbus bot will sent you an Adaptive Card 
An example of a Chat interaction with the service bot

Accepting / Declining Chats

  • Within an Adaptive Card you can either Accept or Decline the invitation. 💡 Note that not accepting a session (in time) can flag you with RONA status which can be reset using Assistant.
  • Clicking "Accept" on the card will establish a separate chat session between you and the outside customer.

Interaction with the customer

  • You can chat normally with the customer using your Teams Client.
  • Session will last until you click "Terminate".

    💡A tenant-wide functionality will ensure that “stale” sessions are terminated to avoid stuck Reporting tasks. This setting is configured by Luware – usually set to happen once a day.

     

Session Results / Status

  • After a chat has been terminated, session results and status updates are reflected on the the Adaptive Card.
  • The chat session has now concluded with a Reporting result. 

Instant Messaging in other UI Areas

Instant Messaging tasks can be handled in areas of Nimbus.

Area and Description
Example Screenshot

Within My Sessions chat sessions are handled the same way as calls.

💡 You can also conclude the session with Codes and Tags.

Chat interactions appear within the regular task queue

 

Within Attendant Console you can also receive and handle chat sessions.

Chat interactions are part of the regular Attendant queue

Interact is the primary way for Customers to engage in chat sessions.

 

🔍 Interact widgets can be directly embedded to engage with either Services (wia workflows) or Agents directly. Refer to Use Case - Setting up Interact for further details.

 

Known Limitations

INC Instant Messaging Limitations

KNOWN INSTANT MESSAGING LIMITATIONS

  • Engaging in chat with Nimbus Services currently requires Interact and its SDK. Native support for Chat via MS Teams will be implemented when Microsoft releases the according functionality for public use.
  • Supervision is currently not supported for Chat interactions.
 

 

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