Hybrid Chat

Expertflow Hybrid Chat unifies customer chats, bots, contact center, and CRM.

Supported customer channels are Web, SMS, WhatsApp, Viber and Facebook. The agent gadget can be integrated with Cisco Finesse and agent chat login works with Finesse SSO. Rasa.ai is shipped as an integrated bot solution while other bots may be integrated via the bot API. The Bot may be configured to work for auto answer to customer queries as well as for the agent's assistance.

Chat solution may also be linked with an out of the box Knowledge Base solution. 

For product features, see datasheet

We are constantly updating our documentation. If the document you require is not available / incomplete, please let us know here and will revert via email.


API Guide

Hybrid Chat solution exposes integration interfaces for any customer channel, human agent channels, 3rd party chatbots, and 3rd party applications (for sending messages to customers).  Read more...

Deployment Guide

To install the solution using Docker, see Installation with Docker Compose. To install the solution on Windows based OS, see Windows Two-Servers Deployment


User Guides

To learn more about configuration of Hybrid Chat components, see users and configuration guides.


Solution Reference

For a complete technical specification of the solution including solution setup prerequisites, solution architecture, deployment models, see Solution Reference

Datasheet

For a complete set of business features and integration with various customer channels, see Datasheet

Solution Prerequisites

To learn more about Hybrid Chat under different deployment profiles. click here.


Release Notes

This is a major product release with a completely new user interface for both the agent and customer web gadgets. Support for new channels, including Facebook and Viber in particular with Rasa buttons has been added for the first time. Customer data and category wise canned messages are now available with each customer interaction. New themes for the customer web gadget have been added and finally some bug fixes.

For complete release notes, checkout Release Notes.


FAQs

To view the frequently asked questions, click here.


Security

To view security related features and considerations, Solution Security.