Hybrid Chat provides integration with media 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. See Channel Manager Configuration Guide for channel settings.
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Chat Channel Capabilities
Customer Channels supported by CIM Customer Channel Manager are the following.
|Plain text||Plain text message in any supported language|
|Outbound Message Templates||For example, WhatsApp Template Messages for outbound, Viber Broadcast messages|
|Structured Messages||Viber Keyboards, FB Message Templates|
|Carousal Message||Rich Media Messaging|
|WebRTC||Initiate WebRTC session between the customer and the agent. The WebRTC session is started in a separate browser tab.|
Note:Supported, Not Supported, Not Available