There are currently three integration channels to route Instant Messages to Nimbus users: via Luware Interact (Website embed widget), WhatsApp, and SMS.
Channel
Channel Description
Related Pages
via Interact
The customer reaches out to either services or users directly via contact widgets on a website.
The widgets are HTML code containing a service or user-unique code. They that are embedded by a website admi
The Interact SDK provides the multimodal chat functionality behind the website widget. The SDK can also be used to implement customer-specific UIs or functionality.
The Nimbus Interact configuration determines individual service and user settings, allowed modalities.
Depending on the channel, incoming customer chats are now distributed by the service or directly routed through to users. The interaction is handled directly in MS Teams.
Instant Messaging Integration channel (path), showcasing how the customer interacts with Nimbus services and users
via WhatsApp
The customer reaches out via their WhatsApp client. The Service is represented via WhatsApp Business account.
The Twilio Integration validates authenticity of the WhatsApp Business account and phone number, then provides a messaging Service API to use by Nimbus.
The Nimbus Provider Connector authenticates with the Twilio Service API.
Service Owners embed the configuration in their service settings, distributing incoming chats via workflows. The chat interaction is handled in the Nimbus UI.
The customer reaches out via their phone. The Service is represented via an SMS/RCS reachable phone number.
The Twilio Integration provides a messaging Service API to use by Nimbus.
The Nimbus Provider Connector authenticates with the Twilio Service API.
Service Owners embed the configuration in their service settings, distributing incoming chats via workflows. The chat interaction is handled in the Nimbus UI. RCS communication is attempted first, with fallback to SMS and UI updated accordingly.
