Ada and Channels

Article Quick Links:

1. Overview
2. Handoff Methods
3. Configuration Methods
4. Feature Compatibility
5. Channel Variables

Overview

Integrate with third-party channels to bring the chat experience everywhere your chatters are. Supported channels include WhatsApp, Facebook Messenger, Line 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.
  

Zendesk Live Chat handoff is incompatible 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 account manager can help you to coordinate one.

Additionally, you will need to configure Sunshine Conversations in Ada, along with the Zendesk Social Messaging integration. To configure Sunshine Conversations, see this article. To configure Zendesk Social Messaging, see this article.

Feature Compatibility

Feature	Blocks	Ada Web Chat	WhatsApp	Facebook Messenger	Twilio SMS	Line
Quick Replies		Supported	Supported	Supported	Supported	Supported
Proactive Intro		Supported	Unsupported	Unsupported	Unsupported
Predictive Suggestions		Supported	Unsupported	Unsupported	Unsupported
Answer Review		Supported	Unsupported	Unsupported	Unsupported
	Text	Supported	Supported	Supported	Supported	Supported
	Image	Supported	Supported	Supported	Supported	Supported
	Video	Supported	Supported	Supported	Supported	Supported
	Link	Supported	Supported	Supported	Supported	Supported
	Capture	Supported	Supported	Supported	Supported	Supported
	Redirect	Supported	Supported	Supported	Supported	Supported
	Authentication	Supported	Supported	Supported	Supported	Supported
	List option	Supported	Supported	Supported	Supported	Supported
	Conditional	Supported	Supported	Supported	Supported	Supported
	HTTP Request	Supported	Supported	Supported	Supported	Supported
	Satisfaction Survey	Supported	Supported	Supported	Supported	Supported
	Ada apps	Supported	Supported	Supported	Supported	Supported
	Email handoff	Supported	Supported	Supported	Supported	Supported
	Zendesk email handoff	Supported	Supported	Supported	Supported	Supported
	Ada Glass for Salesforce - Live Agent	Supported	Supported	Supported	Supported	Supported
	Ada Glass for Zendesk - Live Chat	Supported	Unsupported	Unsupported	Unsupported	Unsupported
	Ada Glass for Zendesk Social Messaging	Unsupported	Supported	Supported	Supported	Supported

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
Line	Line

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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For any additional questions, contact your ACX Consultant, Account Manager, or email us at [e-mail].