The Hybrid Chat solution is an API based integration framework that exposes mainly three kinds of APIs.
You can use Customer API to develop customer channel applications such as web widget, an SMS client, a Facebook, telegram, WhatsApp or similar connector for the Chat solution. The integration app may be embedded in a mobile or a web app.
Live Chat, Web Callback, and integration with Twilio (for SMS) is available out of the box.
Use Chatbot API to integrate any chatbot with Hybrid Chat. Connector for Rasa bot is available out of the box. Integration with DialogFlow and IBM Watson has also been tested but not yet generally available. Integration with other chatbots may be developed using the same Chatbot API.
Use Agent API to use human agent features and controls in a CRM application, a mobile app, or integrate with other agent channel applications such as MS Teams. A web-based agent gadget is shipped out of the box that can also be embedded in Cisco Finesse Agent/Supervisor desktop as a Finesse gadget.
For 3rd party applications to send messages to customers. This API is used by Campaign Manager and similar applications.
Core solution core components are covered in the middle tier with a light-blue background.
A message routing logic is defined in the Messaging core. It routes messages between customer channel, bot, and the human agent. It keeps track of a conversation and its participants.
It communicates with:
Communication Server maintains updated agent states for non-voice MRDs. It routes messages to available chat agents.
It processes all the agent state change events.
A real-time data publishing service that publishes all the chat solution reporting events to Chat solution database for the reporting purposes.
Media Routing Engine
Used to reserve agents and route new messages.
The Routing API running on top of this service integrates with Media Routing Engine (MRE) to synchronize fetch and reserve agents for media-blending with Cisco contact center agents.
handles both Standalone agents and contact center agents. It stays in sync with the Cisco contact center via Synchronizer.
Live Chat Customer Widget
An out of the box live-chat customer widget is available that's built on Hybrid Chat Customer API. The widget can be embedded in any website and can be configured for Live Chat, Web Callback, or both.
Agent chat gadget is the web application interface for contact center agents to receive and answer chat requests. The gadget may be loaded in Finesse as a finesse gadget. See Agent gadget user guide for the gadget features and limitations.
API connectors are the client applications that connect with the Chat solution over the published communication interface. Following are the out-of-the-box connectors available with the Chat solution.
Use Customer API to connect an embeddable HTML5 web-widget in a web-site, a web or a mobile app.
Runs on the Customer API and connects with 3rd party SMS gateways over an SMPP. REST, or custom APIs for sending and receiving SMS messages
This Customer API implementation enables facebook channel with the Chat solution.
Allows integration with 3rd party bots such as IBM Watson, DialogFlow, and more on the published Bot API
To develop your own connection application on the available integration interfaces, see Chat Solution API Guide.