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INC Instant Messaging Preconditions

PRECONDITIONS

✅ Instant Messaging (IM) is a user modality (channel of communication) 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.

✅IM Integration paths

✅IM Integration paths

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
  1. The customer reaches out to either services or users directly via contact widgets on a website.
  2. The widgets are HTML code containing a service or user-unique code. They  that are embedded by a website admi
  3. 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.
  4. The Nimbus Interact configuration determines individual service and user settings, allowed modalities.
  5. 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.

✅Getting started:

🔎Additional sources:
Instant Messaging Integration channel (path), showcasing how the customer interacts with Nimbus services and users
via WhatsApp
  1. The customer reaches out via their WhatsApp client. The Service is represented via WhatsApp Business account.
  2. The Twilio Integration validates authenticity of the WhatsApp Business account and phone number, then provides a messaging Service API to use by Nimbus. 
  3. The Nimbus Provider Connector authenticates with the Twilio Service API.
  4. Service Owners embed the configuration in their service settings, distributing incoming chats via workflows. The chat interaction is handled in the Nimbus UI.

✅Getting started:

🔎Additional sources:

 
via SMS/RCS
  1. The customer reaches out via their phone. The Service is represented via an SMS/RCS reachable phone number.
  2. The Twilio Integration provides a messaging Service API to use by Nimbus.
  3. The Nimbus Provider Connector authenticates with the Twilio Service API.
  4. 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.

✅Getting started:

🔎Additional sources:

 
 
 

✅User access

✅User access

  • Tenant Admin rights are needed to enable Modalities Tenant Settings and apply related licenses via Licenses Tenant Settings.
  • Additional roles and permissions (e.g. external business and service accounts) may be involved as per integration scenario → See specific use cases below.
  • Once enabled, regular Nimbus users will access the features as described per Instant Message Handling.
 
 

✅Nimbus licensing

✅Nimbus service and user licensing

Instant Messaging can be enabled and licensed per user or service. The table below outlines which licenses are required depending on your usage scenario:

For Applicable Licenses Your usage scenario Configuration areas
Service Contact Center
license
  • When you want to allow Instant Messaging workflows for your services.
  • Also applies when you want to use SMS or WhatsApp as your service touchpoint.

Interact Service

(optional)
  • When you want to use your website as service touchpoint.
  • Optional addon to a Contact Center service.
User Instant Messaging modality license
  • When you want to distribute Instant Messaging tasks via service workflows.
  • Also applies when you want to use SMS or WhatsApp as your service touchpoint.
  • General User Settings (License)
  • Users need to be part of the service with the Instant Messaging modality enabled.

Interact User

(optional)
  • When you want to use your website as user touchpoint.
  • Optional addon, works outside of Contact Center and Instant Messaging workflows.

💡Licensing examples

  • Your Service A shall be reachable via WhatsApp - you need:
    • The Contact Center service license → Enables the "WhatsApp" channel and according workflow options in the Modalities Service Settings in order to distribute the Instant Messaging tasks.
    • At least one user as member of this service, with the Instant Messaging modality enabled to receive the tasks.
  • Your Service B shall be reachable via Website - you need: 
    • The Contact Center license on the service → Enables the “Interact” channel and according workflow options in the Modalities Service Settings in order to distribute the Instant Messaging tasks.
    • The Interact service addon → Enables the “Interact” tab for configuration of the integration and restrictions.
    • At least one user as member of this service, with the Instant Messaging modality enabled to receive the tasks.
      💡As long as the user should not be directly reachable, no extra user Interact license is required. → see next point.
  • Your User Y shall be directly reachable via Website (and is not necessarily part of Service B)
    • The Interact User license → Enables the “Interact” tab for configuration of integration and restrictions.
    • Use this method if you want the user to be directly exposed on a website instead of going via service workflows.
 
 
 
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