Web SDK
A customer guide for SDK that will help users using Expertflow CX to be able to create a customer widget. This customer widget is used to add communication features to mobile apps (native or hybrid) and web apps. It lets you use your own user interface while using the SDK’s features in the background.
Getting Started
The Expertflow CX SDK simplifies the process of embedding communication features into your applications. With this SDK, you can:
Add chat, audio, and video calling features to your app.
Use your custom interface for user interactions while utilizing the SDK for backend functionality.
Seamlessly integrate with mobile or web platforms.
SDK Capabilities
1. Start and End Chat
The SDK enables developers to integrate chat functionality into their applications. Customers can:
Start a chat session with a support agent.
End the chat session once their query is resolved.
2. Audio, Video Calls, and Screen Sharing
With WebRTC technology, the SDK supports real-time communication, allowing customers to:
Make audio calls for clear and concise interactions.
Make video calls for a more personalized experience.
Share their screen to visually demonstrate issues or collaborate effectively.
3. Receive System Events and Notifications
Stay updated with real-time system events and notifications, such as:
Alerts when an agent joins the chat or call.
Notifications about the connection status of calls.
4. Delivery Notifications
Both customers and agents are informed when their messages are successfully delivered, ensuring seamless communication.
The customers can see the double ticks as Delivery Notification as soon as the message is delivered and read. The ticks let customer understand the following:
:doubletick: → Message delivered.
5. Exchange Supported Chat Messages
The SDK supports various chat message types, including:
Plain text messages (up to 4,096 characters).
Rich-media messages, such as images, videos, audios, and documents, to enhance the customer experience.
6. Call Controls for Audio and Video Calls
Customers have full control over their calls with options to:
Mute/unmute their microphone.
Enable/disable their camera during video calls.
End the call at their convenience.
7. Fetch Contact Center Statistics
Gain real-time insights into the contact center's performance, including:
The number of active agents available.
The number of customers currently in the queue.
8. Check Contact Center Availability and Timings
Display the operational hours of the contact center, ensuring customers know the best time to initiate a chat or call.
9. Determine Agent Availability
Before starting a chat or call, the SDK allows the customer to check if agents are available, reducing unnecessary wait times.
10. Estimate Expected Wait Times
Provide customers with an estimated wait time before they are connected to an agent. A timer of 120 seconds starts when customer requests for agent’s assistance. The chat session automatically ends if no response from the agent is received.
To view the individual feature guides of Web and WebRTC, please follow the links below: