Customer Channels supported by Expertflow CX's Customer Channel Manager are the following.
|
Capability |
Description |
Web Chat |
SMS (Via SMPP) |
SMS/MMS Via Twilio |
(Social Media) |
(Direct Message) |
WhatsApp Via Dialog360 |
WhatsApp Via Twilio |
Telegram |
(Direct Message) |
(Direct Message) |
Viber |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
Plain text |
Plain text message in any supported language |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
|
Buttons Message |
|
(tick) |
(cross) |
(cross) |
(cross) |
(cross) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(cross) |
|
Video Message |
|
(tick) |
(cross) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
|
Audio message |
|
(tick) |
(cross) |
(tick) |
(cross) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(cross) |
(cross) |
|
Image Message |
|
(tick) |
(cross) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
|
File Message |
|
(tick) |
(cross) |
(tick) |
(cross) |
(tick) |
(tick) |
(tick) |
(tick) |
(minus) |
(tick) |
(tick) |
|
URL Message |
|
(tick) |
(cross) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
|
Gifs |
|
(cross) |
(cross) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
|
Stickers |
|
(cross) |
(cross) |
(cross) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(tick) |
(minus) |
(tick) |
|
Structured Messages |
Viber Keyboards, FB Message Templates |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(tick) |
(tick) |
(cross) |
(cross) |
(cross) |
(cross) |
|
Emoji |
|
(tick) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(tick) |
(cross) |
(cross) |
(tick) |
|
Contact Message |
|
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(tick) |
(cross) |
(tick) |
(cross) |
(cross) |
(tick) |
|
Location Message |
|
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(tick) |
(cross) |
(tick) |
(cross) |
(cross) |
(tick) |
|
List Message |
|
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(tick) |
(tick) |
(cross) |
(cross) |
(cross) |
(cross) |
|
WebRTC |
Initiate a WebRTC session between the customer and the agent. The WebRTC session is started in a separate browser tab. |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
|
Voice Notes |
|
(cross) |
(cross) |
(cross) |
(cross) |
(tick) |
(cross) |
(cross) |
(tick) |
(cross) |
(cross) |
(cross) |
|
Carousal Message |
Rich Media Messaging |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
|
Outbound Message Templates |
For example, WhatsApp Template Messages for outbound, Viber Broadcast messages |
(minus) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
(cross) |
Note: (tick)Supported, (cross) Not Supported, (minus) Channel not capable
Expertflow CX provides integration with media channels including Facebook, WhatsApp, Twitter, Viber, Web-Chat, and SMS. For further details on each of the supported channels, follow the relevant links below:
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Expertflow continues to add more digital channels in its list of supported media channels. You may develop your own chat channel following the Channel Connector Developer Guide.