Products

Linkchat

Linkchat allows your web-chat enabled contact center platform to have automation to respond to interactions, as well as provide support for access via the most popular social media messaging platforms. At initial release, the supported platforms are:

  1. SMS1
  2. WhatsApp
  3. Facebook Messenger
  4. Instagram DM
  5. Twitter DM

1 Bidirectional SMS support is required and is subject to availability in your region.

Supported Contact Center Platforms

At initial release Linkchat supports connectivity with:

1. AVAYA Call Reporting Multimedia

2. Xima Chronicall Multimedia Contact Center

Architecture

Linkchat is built on industry-standard platforms allowing the highest level of reliability, compatibility and flexibility for your customer interaction needs. It is written in JavaScript and hosted as a web application in Microsoft Azure. The back-end is built on an Azure Cosmos DataBase in order to provide reliable, resilient and scalable operations.

Automation is accomplished via connectivity with Azure Bot framework, which allows you to easily and quickly deploy self-service applications using friendly tools and opening a wide array of connectivity options

Connectivity

Because each social network messaging platform handles connectivity differently, we have built Linkchat as a modular application. We have developed dedicated connectors to those Social Media messaging platforms such as Facebook Messenger, Instagram DM and Twitter DM, which allow applications to directly connect to their API’s.

Other messaging platforms such as WhatsApp and SMS require the use of messaging aggregation platforms. We currently support:

Other connectivity aggregation providers could be accommodated as a bespoke development.

Message flow

Default behavior is for each initial interaction request to be answered by the Bot. The Bot is capable of providing optional self-service functionality as a bespoke development. By default the Bot can recognize the word ‘agent’ and provide a choice of destination skills or queues to which to route the inbound conversation.

Linkchat logs all interaction with the Bot and upon transfer to the agent queue, it provides the history of the conversation to allow the agent to have all contextual information about the interaction.

Status information for the conversation is also saved to the database to allow for resiliency scenarios to be able to pick up the conversation from where it was interrupted rather than having to start again from the beginning.

Linkchat also transfers all identifiable information on the customer, including the messaging platform identification. This information is provided to the agent queue as well, so that, in addition to the chat content, the agent can identify the caller and the source of the interaction.

This information is available to be logged to the contact center’s historical database and available to generate reports based on these items as well.

Requirements

Linkchat relies on the use of publicly and/or privately available API’s. Each one of those connections requires customer authentication and authorization which is normally accomplished by the use of app-generated tokens.

AVAYA Call Reporting or Xima Chronicall

Xima Software publishes a web chat API and Amazon SQS queue service that we are leveraging for connectivity with both the Chronicall as well as the AVAYA ACR platforms. It is required that the customer obtain the necessary credentials in order to enable the service.

Chronicall and ACR Configurations

The contact center platform will require configuration in order to enable the API connectivity. Professional Services to properly program and enable those services are the responsibility of the customer and are not included as part of our offering.

Social Media Connectors

For each Social Media connector deployed, we will assist you in acquiring the required authorization credentials as part of our startup process.

Hosting environment

Our application is developed and optimized for and on the Microsoft Azure platform. It is delivered as a cloud service and connectivity is via secure RESTful API. There are no requirements for on-premise hardware or software resources.