Instant Message Handling

Learn how to handle incoming instant messages (chat) within Nimbus and Teams.

Handling service Instant Messaging (chat) tasks in Nimbus works in a very similar fashion than 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.

INC Instant Messaging Preconditions



  • Instant Messaging is a user modality feature to be enabled for your tenant. This is done during initial setup with your Luware Customer Success representative and in tandem with License Management for your users and services.
  • Instant Messaging needs to be enabled for your tenant in Modalities Tenant Settings.
  • Luware Interact is currently required to engage in service chats from outside. This is done via Tenant Administration > Extensions > Interact section.
    🔍 Refer to Use Case - Setting up Interact to learn more on how to embed Interact on your website. Also refer to the known limitations below.
  • Note that either Users or Services need a license for Interact. If a Service has an Interact license assigned, users need an Instant Messaging license in order to be able to use IM interaction with outside customers. This is all done within Service Administration and User Administration, respectively.
  • Tenant administrator rights are needed to create and update tenant and service settings.

Service Requirements

User Requirements

  • Service Users - As a user of the Instant Messaging modality, you need to have an Instant Message service modality license assigned in General User Settings.
  • Direct User Messages - As a user receiving direct user messages via Interact (without a service being involved), you need to have an Interact license assigned in General User Settings and Instant Message modality enabled in Interact User Settings.
  • Delegated admin user permissions are required once to run the application. This link can be found under Modality Service Settings > Instant Messaging > “Grant Permissions”.
  • As a user of the Instant Messaging modality, 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 on incoming chat messages. This permission is necessary for bot-spam prevention.

Chat Interaction

Instant message sessions are distributed to the user either via a service Workflow with Interact as an entry channel, or directly via Interact. In the following, we assume a distribution via a service workflow.

Session invitation

A Nimbus bot sends you an Adaptive Card when an instant message comes in:

An example of a Chat interaction with the service bot

Accept/decline instant messages

Within the Adaptive Card, you can either accept or decline the invitation. Clicking Accept on the card will establish a separate chat session between you and the outside customer, and you can chat normally with the customer using your MS Teams client.

You can also accept an IM task within Nimbus Assistant.

💡 The chatroom created by the Nimbus bot has the name schema <Service> ¦ <Customer Name>. The display name is limited to a maximum of 250 characters.

💡 Note that not accepting a session (in time) can flag you with RONA status, which can be reset via Assistant.

End session

The IM session will last until you click Terminate in either area of the Nimbus UI, e.g. the chat-related Adaptive Card or Assistant.

Terminating a chat session within an Adaptive Card
Also you can use the Nimbus Assistant to terminate the IM-Session.

💡A tenant-wide functionality will ensure that “stale” sessions are terminated automatically to avoid stuck Reporting tasks. This is configured by Luware and 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 IM session is now concluded with a Reporting result. 

Instant Messaging in the Nimbus UI

Instant Messaging tasks can be handled in different areas of Nimbus.

Area and Description
Example Screenshot

Within My Sessions, IM tasks are handled the same way as calls.

💡 You can also conclude the session with Codes and Tags as part of your ACW.

Chat interactions appear within the regular task queue


Within Attendant Console, you can also receive and handle IM tasks.

Chat interactions are part of the regular Attendant queue

Interact is the primary way for customers to engage in IM sessions with your Nimbus users.


🔍 Interact widgets can be directly embedded in your website to engage visiting customers with either services (via Workflows) or agents directly. Refer to Use Case - Setting up Interact for further details.


Known Limitations

INC Instant Messaging Limitations


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


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