Ada and Channels

Article Quick Links:

• Overview
• Handoff Methods
• Configuration Methods
• Feature Compatibility
  • Unsupported channels
• Channel Variables

Overview

Integrate with third-party channels to bring the chat experience everywhere your chatters are. Supported channels include WhatsApp, Facebook Messenger, and Twilio SMS, with more to come.

This guide will walk you through the setup process, feature compatibility, and channel variable usage for third-party channels in Ada. 

Handoff Methods

There are four methods to handoff conversations to live agents in third-party channels. The handoff(s) you choose will determine how you will need to configure third-party channels.  

• Handoff to Zendesk Social Messaging: Chatters are directly connected to a live agent within the third-party channel. 
• Handoff to Salesforce Live Chat: Chatters are directly connected to a live agent within the third-party channel.
• Handoff to Zendesk Email Ticketing: Chatters are asked for their email address and receive support from an agent via email.
• Handoff to Email: Chatters are asked for their email address and receive support from an agent via email.
  

📝 Note: The Zendesk Live Chat handoff is not compatible with Channels.

Configuration Methods

1. Configure Channels in Ada

To set-up channels with a Salesforce Live Chat, Zendesk Email Ticketing, or Email handoffs, contact your ACX Consultant. 

2. Configure with Sunshine Conversations 

To set up channels with a handoff to Zendesk Social Messaging, you will need a Sunshine Conversations license. If you do not have a Sunshine Conversations license, your Ada team can help you get set up with one.

Additionally, you will need to configure Sunshine Conversations in Ada, along with the Zendesk Social Messaging integration. For setup help, see our guides to configuring Sunshine Conversations and Enabling Zendesk Social Messaging.

👉 Visit our Multi-bot routing for Sunshine Conversations guide for help setting up channels with Ada.

Feature Compatibility

The following table lists the platforms compatible with channels, as well as the Ada features and blocks available for each.

Feature	Blocks	Ada Web Chat	WhatsApp	Facebook Messenger	Twilio SMS	Instagram Direct	Twitter DM
Quick Replies		Supported	Supported	Supported	Supported	Partially supported	Partially supported
Proactive Campaigns		Supported	Not supported	Not supported	Not supported	Not supported	Not supported
Predictive Suggestions		Supported	Not supported	Not supported	Not supported	Not supported	Not supported
Answer Review		Supported	Not supported	Not supported	Not supported	Not supported	Not supported
	Text	Supported	Supported	Supported	Supported	Supported	Supported
	Image	Supported	Supported	Supported	Supported	Supported	Supported
	Video	Supported	Supported	Supported	Supported	Supported	Supported
	Link	Supported	Supported	Supported	Supported	Supported	Supported
	Capture	Supported	Supported	Supported	Supported	Partially supported	Partially supported
	Redirect	Supported	Supported	Supported	Supported	Supported	Supported
	Authentication	Supported	Supported	Supported	Supported	Supported	Supported
	List option	Supported	Supported	Supported	Supported	Partially supported	Partially supported
	Conditional	Supported	Supported	Supported	Supported	Supported	Supported
	HTTP Request	Supported	Supported	Supported	Supported	Supported	Supported
	Satisfaction Survey	Supported	Supported	Supported	Supported	Not supported	Not supported
	Ada apps	Supported	Supported	Supported	Supported	Partially supported	Partially supported
	Ada actions	Supported	Supported	Supported	Supported	Supported	Supported
	Email handoff	Supported	Supported	Supported	Supported	Supported	Supported
	Zendesk email handoff	Supported	Supported	Supported	Supported	Supported	Supported
	Ada Glass for Salesforce - Live Agent	Supported	Supported	Supported	Supported	Supported	Supported
	Ada Glass for Zendesk - Live Chat	Supported	Not supported	Not supported	Not supported	Not supported	Not supported
	Ada Glass for Zendesk Social Messaging	Not supported	Supported	Supported	Supported	Supported	Supported

 

Unsupported channels

The following Sunshine Conversation channels are not supported by Ada:

• Telegram
• Viber
• LINE
• WeChat
• MessageBird SMS
• Mailgun
• Apple Messages for Business

How to Search for Unsupported Blocks

When third-party channels have been configured, a channel icon might appear for some Answers. This indicates that the Answer contains blocks that are not supported across all channels. To filter for these Answers, search <unsupported:sunshine> in the Answers view.

     

Blocks that are not supported by all channels will have a "Channel specific" tag in the header.

Channel Variables

Channel variables allow you to create different chat experiences across varying channels. To do so, add a conditional block with the sunshine_end_user_channel variable and set the input to one of the following:

Channel	Variable Input
Whatsapp	Whatsapp
Facebook Messenger	Messenger
Twilio SMS	Twilio
Instagram	Instagram
Twitter	Twitter

Here is an example of how to personalize the experience by channel.

Fallback for Unsupported Blocks

To ensure the chat experience is not affected by unsupported blocks, a fallback flow must be created for incompatible channels using channel variables. 

Here is an example of how to set up a fallback for unsupported blocks.

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Have any questions? Contact your Ada team—or email us at [e-mail].