Hybrid Chat

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 an agent assistant.

Rasa.ai is shipped as an integrated bot while other bots may also be integrated via the Chatbot 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 Contact Center 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.

See Business Features for details.


Chat Channels

Hybrid Chat provides integration with chat channels including Facebook, WhatsApp, Viber, Web-Chat, and SMS. For further details on each of the supported channels, follow the relevant links below: 


For developing additional chat channels use the Channel Integration API.

Bots

A Hybrid Chat bot is more than just a chatbot. In additional to bot-to-customer conversations via pre-chat form, post chat survey, conversational forms, respond to repeating customer queries, the Bot also controls a chat conversation based on different internal or external events. 

You may use Rasa, Google DialogFlow, or can integrate any bot of your choice using Chatbot API.

Hybrid Chat contains rasa.ai out-of-box but it can be integrated with Google DialogFlow, IBM Watson, Microsoft LUIS or any bot implementing Chatbot API. The chatbot may serve the customer directly as a primary interface or assists the human agent by giving suggestions on every customer query. To learn how Hybrid Chat integrates with a bot, see: 



Release Summary

UX enhancements for the Agent and the Supervisor and some bug fixes. 

Release Notes 3.12.0

This release covers UX enhancements in web-chat and the UX enhancements for Agent and Supervisor. 

Release Notes 3.12.1

This release covers UX enhancements in web-chat and the UX enhancements for Agent and Supervisor. 

See Release notes for details.


Deployment

See the Product Deployment guide for deploying the solution.


Agent Gadget Android App Installation Guide

Demo environment

For details on how to access our demo labs, see here.