Messaging Services

Prerequisites

• SMS Server Session Object set to HTTP in System Management > Modules > SMS Server

• Incoming and outgoing Internet connection in SMS Server, for example, via reverse proxy

In Messaging Services you set up external services such as Sinch Conversation API (social channels), Sinch SMS, and Facebook Messenger.

• Configuring Messaging Services

• Direct Facebook Messenger Integration
• Other SMS Integration (SMS 365)
• WhatsApp Integration.

  For configuration, see Sinch WhatsApp Business API or Social Channels 365.

  Certain files are not allowed to be sent through social channels (from agents to customers). For more information, see the documentation of the provider in question.

• Social Channels 365 (WhatsApp, Viber, and Telegram)

• Sinch SMS

• Sinch WhatsApp Business API

• Sinch Conversation API

  Note that in Sinch Conversation API, ViberBot does not provide customer telephone number but an ID is provided instead.

The configuration in System Management > Modules > SMS Server > SMS Interface is only for outgoing CDT SMS messages.

Social Chats After System Reset

If system crashes or is reset or upgraded, chat conversations from social channels are restored. The table below shows how queuing and active conversations are handled when the system is up again.

Conversation status: in queue	Conversation status: in process
Conversations are disconnected. They are recovered, and they arrive in a queue as new conversations. Queuing time​ starts from zero.
Agents see two conversations from the customer with the following statuses: Abandoned and In Queue.​	Agents see two conversations from the customer with the following statuses: Handled and In Queue.​
	The system tries to allocate the conversation to the agent who was handling it earlier (preferred agent).
The transcript in Communication Panel now contains text System restored chat​.
The earlier conversation is visible in Previous Conversations in Communication Panel.
Agent can continue the conversation normally. Customer receives the agent’s messages and the customer's responses are shown as part of the new conversation.