What are messaging applications in Digital DX AI?
Messaging applications in Digital DX AI enable you to communicate with your customers over popular messaging apps, such as WhatsApp and Microsoft Teams.
When you set up a messaging channel, you have the following options depending on your support needs:
- Provide bot-only support if you do not have human agents
- Provide agent-only support if you want your customers to always talk to a human agent
- Use the combination of bot and agent support, if you want the bot to cover out of hours support and help your agents during business hours
Customers can interact with agents on their favorite messaging application in their own pace. The connection between the customer and the agent is permanent from the customer's perspective. Customers can start and stop the conversation in the messaging application anytime without losing connection to the agent.
To learn more about what the experience is like for customers and agents, see these articles: