Creating a Digital Messaging interface
A Digital Messaging interface combines a chatbot configuration and an assignment of one or more digital channels (Web Messaging, WhatsApp, Facebook, SMS, and Apple Messages for Business) to that chatbot experience.
For example, a retail bank wants to set up a bot to respond to requests from their WhatsApp and Facebook accounts. The bank wants to have only one main chatbot so that the customer experience on each channel is similar.
Video
Transcript
This demonstration shows you how to create a Digital Messaging Interface, to address customer requests through several channels.
U+ Bank, a retail bank, wants to create a Digital Messaging interface, to respond to chat requests received from its website.
To implement this business requirement, click Channels to create a new channel interface for Digital Messaging. In the Create new channel interface section, click Digital Messaging to create a channel.
On the Configuration tab, provide the channel interface name, and a meaningful description for the Digital Messaging interface.
In the Supported languages list, you can select the languages that a chatbot uses to interact with customers.
Note: The default language is English. However, you can change the default language, by displaying a different language first in the Supported languages list. For example, if you move French to the first position, and then move English to the next position in the list, French becomes the default language.
On the Behavior tab, in the Text Analyzer section, clear the Enable small talk checkbox, and then click Save.
Once you complete the chatbot configuration, you can add case types and responses to the channel.
Assign one or more digital channels to the digital messaging channel interface. Click the Connection tab, and then, enter the Template Operator, and the Base URL details.
The system uses the Template Operator, as the template to create all additional accounts. Each account has a unique channel identifier set as its ID. The Base URL is the instance URL where you can configure the channel. This instance URL needs to match with your enablement instance. You can copy the URL from the current enablement instance, and then paste it into the Base URL.
After you save the details, the Manage connections button is displayed.
On the Channels and interfaces page, the digital messaging channel interface is created successfully.
You have reached the end of this demo. You learned:
- How to define Digital Messaging interface.
- How to create a Digital Messaging interface.
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