Hybrid Chat is a business-to-customer chat solution that unifies customer chats across channels. You can use chatbots as primary chat participant or as a an agent assistant.
You can connect multiple chat channels including SMS, Web chat, WhatsApp, Viber, and Facebook.
Rasa.ai is shipped as an integrated bot solution while other bots may be integrated via the bot API.
Hybrid Chat can be integrated with Cisco Contact Center Express and Enterprise and uses same contact center agents for routing chat requests while Cisco CC routes them voice calls. See Cisco Finesse Integration.
It can also be integrated with Microsoft Dynamics CRM. Hybrid Chat agent is embedded in Unified Service Desk. This allows customer identification from MS-CRM on chat arrival and chat events in CRM for reporting.
In this release, a new agent state
PENDING_NOT_READY is introduced for the agent to clear all pending chats before leaving. A bot-2-customer structured message exchange via WhatsApp is now supported. Supervisor announcements for agents and Priority routing based on customer is now also available. See Release notes for details.