Instant Messaging

An overview of the Instant Messaging modality.

The Nimbus Task Distribution algorithm can also distribute Instant Messaging (IM) modality tasks to users. Such tasks can be created via Interact as the entry channel and be added to the service queue along any regular task. By the use of specific Workflows, an IM task is fed into the queue of any enabled service. As Nimbus user, you remain in your known MS Teams environment, get notified via Adaptive Cards and a chatroom is created by a Nimbus bot.

INC Instant Messaging Preconditions

PRECONDITIONS

Licensing:

  • 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.
 

Interact can be set up for user and for services. If Interact is set up for a user with Instant Message modality enabled, instant messages will be handed directly to the user without any task creation involved.

The following sections refer to the scenario when Instant Messages are received and distributed by a service via Interact.

IM Task Creation

Currently, Instant Messaging tasks can only be created through Interact, either by using the Interact client or the Interact SDK. The customer on the website needs to provide a display name and an email address, and accept the privacy policy. Optionally, the customer can provide an initial message as well. For quick verification or testing purposes, the preview page can be used. This can be found on top of the code box on the user/services interact tab. This applies for users (users can be exposed and enabled as well) and services.

🔍 Refer to Use Case - Setting Up Interact for detailed steps on how to set up Interact.

IM Task Distribution

Instant Messaging tasks are distributed according to dedicated Instant Messaging Workflow definitions, allowing to:

  • Introduce artificial delays in the Workflow itself, in order to allow background Flow Actions to run and retrieve the necessary details.
    🔍 Also see Use Case - Setting Up Instant Messaging.
  • Support simple “Queue” task distribution or to check on task positions and act accordingly, e.g. by
    • transferring the task to another service
    • cancelling the task
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IM Task Handling

🔍 For information about IM task handling, refer to Instant Message Handling.

 

INC Instant Messaging Limitations

KNOWN 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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