Instant messaging evolution

Know what features are available for instant messaging in different Altitude updates.

Legacy instant messaging

Legacy instant messaging is the first version of the instant messaging channel in Altitude, and includes a basic chat control.

Important

Legacy instant messaging is discontinued. To use instant messaging, see Instant messaging with multimedia attachments.

Instant messaging with a basic web chat control

Starting from update 8.4.1000, you can use instant messaging with the Altitude Bot Connector. The Altitude Bot Connector provides integration with chat bots, and also instant messaging with customers through a web chat control.

Up until update 8.5.3000, ASL scripts could have a web browser with the URL of the web chat control, which provides basic chat functionalities. If you have update 8.5.3000 or later, see Instant messaging with multimedia attachments.

Instant messaging with multimedia attachments

Starting with update 8.5.3000, you can now use a new web chat control, built-in in uAgent Web, which allows agents to:

  • Chat with customers
  • Send and receive images
  • Send and receive emojis
  • Extend, transfer and conference instant messaging interactions
  • Send and receive typing activity, where a user can see if the other user is currently typing a message.

Note

  • The uAgent Web built-in web chat control cannot be embedded in an ASL script. Please see the samples included in the Altitude Bot Connector to know how to send instant messages to the web chat control from the ASL script.
  • Customers using the web chat control can send emojis to agents, depending on the web browser that customers are using. For more information, please see https://emojipedia.org/caniemoji/.

Regarding multimedia attachments, please consider the following:

  • There are no restrictions on which types of files can be exchanged between agents and customers. You should ensure the attached files are scanned for viruses or malware.
  • You can remove the attachment button from the customer web chat control, specifying the styleOptions query parameter in the URL of the customer web chat control.

Chat control in ASL

Starting with update 8.6.1040, the web chat control available in uAgent Web is also available in ASL scripts, with the same functionality:

  • Chat with customers
  • Send and receive images
  • Send and receive emojis
  • Extend, transfer and conference instant messaging interactions
  • Send and receive typing activity, where a user can see if the other user is currently typing a message.