☝Options described on this page only apply for the Interact integration channel of the Instant Messaging modality.
💡Direct System Messages are configuration items that specify standardized messages sent to Nimbus users and/or customers at certain points during an Instant Messaging session. An example could be a welcome message for the customer, or an informative message for the user on the Adaptive Card, each leveraging Parameters and System Fields for more rich content.
💡Compared to Service System Messages, Direct System Messages only apply for direct website-to-user communication, and are therefore applied on user level, e.g. via Interact User Settings. For more details, refer to Use Case - Setting Up Interact.
Direct System Messages are structured into three parts:
- General properties and settings, specifying details like Organization Unit, Name and Description of the configuration item.
- Messages to User - specifying the messages shown for the Nimbus user at certain events.
- Messages to Customer - specifying the messages shown for the customer at certain events.
General
General Properties
| Name | Name of the configuration item, as it will appear in other Nimbus selection dialogues. |
|---|---|
| Organization Unit | Determines the Organization Unit placement of the item, and thus steers visibility in other Nimbus selection dialogues. |
| Description | Description of the item, primarily used for tabular listings and overviews. |
Display Name
| User |
Defines how the Nimbus user's display name is shown to the customer on the website. Allows the following options:
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Messages to User
This tab allows you to define messages displayed to Nimbus users at specific session events. Each message can leverage Parameters and System Fields for more rich content.
| “Accept” Adaptive Card |
Message shown inside the Adaptive Card when a user can opt-in to “Accept” and start the chat session with the customer. 💡Example: |
|---|---|
| “Terminate” Adaptive Card |
Message shown inside the Adaptive Card when a user wants to “Terminate” an already ongoing chat session with the customer. 💡Example:
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| Session Ended |
💡Example:
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Messages to Customer
This tab allows you to define messages displayed to customers at specific session events. Each message can leverage Parameters and System Fields for more rich content.
| Session Connected |
Message shown when the session between user and customer is established. 💡Note: This field is intentionally left blank, because Integrations via SMS might send additional messages (at additional cost). |
|---|---|
| Session Ended by User |
Message shown to the customer when the Nimbus user has ended the session. 💡Example:
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| Session Declined by User |
Message shown to the customer when the Nimbus user has declined the session. 💡Example:
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✅Follow-up action: In order for any System Messages to take effect you need to apply them on Interact User Settings > Allowed Modalities section.