Digital Channels

Digital Experience supports social channels Public social media interactions, such as on Facebook or Twitter, messaging channels Direct interactions using social media like Twitter DM, WhatsApp, or Facebook Messenger, and channels for SMS (text) messaging, chat, and email.

Because digital interactions often take place over a longer period of time, Digital Experience uses a concept called the digital inbox Area where cases appear in the digital interaction workspace in an agent application. Interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. arrive in the agent's digital inbox, and the agent decides how to handle each contact The person interacting with an agent, IVR, or bot in your contact center. from there. All digital interactions come into the same digital inbox in the agent application, no matter what channel the interaction originates from.

Key Facts About Digital Channels

The steps to add a channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. are different for every type of channel. Some of these you can set up on your own, some require assistance from your account manager, and some must be configured by your Digital Experience team. For specifics, see the setup topic for the channel you need to add.
After creating a channel, you can edit it to select one of your digital Studio scripts from a drop-down. This will apply to the routing for that channel.
To handle digital interactions, agents must use either MAX or the CXone Agent suite. MAX supports all available digital channels. Review details for the CXone Agent application you use to see which digital channels are supported.
Before agents can start handling interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. from a channel, they need to have permissions assigned to their role for that channel. They also need to be assigned to routing queues or digital skills that are configured to route messages from that channel.
Agents can perform a variety of actions with interactions based on their roles and permissions.
Digital chat, email, and SMS channels are not the same as the other chat, email, and SMS channels in CXone. Your organization can use both digital Any channel, contact, or skill associated with Digital Experience. and omnichannel The ability to work on multiple interactions from different channels at the same time. options for these channels if necessary.
There are several channel features that can be utilized in messaging channels Direct interactions using social media like Twitter DM, WhatsApp, or Facebook Messenger and SMS, chat, and email. These features include the ability to set up appointment scheduling and payment processing, as well as create and display entry points for digital channels directly on your website.

Available Digital Channels

In addition to chat, email, and SMS channels, Digital Experience supports these social Public social media interactions, such as on Facebook or Twitter and messaging Direct interactions using social media like Twitter DM, WhatsApp, or Facebook Messenger channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on..

Channel	Type	Set Up & Details	What Agents can Do
Facebook	Social	Your Facebook page administrator can configure this channel completely. Synchronization between Digital Experience and Facebook is near real-time. Actions available to agents are limited by their channel permissions	Publish Posting directly to a social media wall, feed, or account. posts, respond to comments on those posts, and see likes. See and interact with visitors' posts on your wall. Delete or hide inappropriate content. Add notes on your Facebook wall. Interact with Facebook reviews provided by customers.
Facebook	Messaging	Your Facebook page administrator can configure this channel completely. Synchronization between Digital Experience and Facebook is near real-time. You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACD> DFO > Points of Contact Digital.	Send, receive and reply to direct messages, with or without attachments, using Messenger. Receive and reply to direct messages using text, images, or both. Digital Experience tags conversations so Facebook knows the conversation is between real people. This allows agents to send replies up to seven days after the message from a Facebook user has been received.
Twitter	Social	Your Twitter account administrator can configure this channel with assistance from your Digital Experience team. Data synchronization between Digital Experience and Twitter is near real-time.	Tweet on behalf of your organization, with or without username, and interact with related replies.
Twitter	Messaging	Your Twitter account administrator can configure this channel with assistance from your Digital Experience team. Data synchronization between Digital Experience and Twitter is near real-time. You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACD> DFO > Points of Contact Digital.	Send and receive direct messages, with or without attachments.
Instagram	Social	Your Instagram page administrator configures this channel with assistance from your Digital Experience team. Only Instagram business pages can be connected. Some actions are limited by the Instagram API functionality.	See and reply to public posts. See dark posts Social media post delivered to a select audience only, such as ads or sponsored content. and mentions Occur when a user tags or mentions your brand on a social media platform but not on your page or account.. No support for syncing and replying for direct messages. No support for publishing Posting directly to a social media wall, feed, or account..
Instagram Direct	Messaging	Your Instagram page administrator can configure this channel completely. Only Instagram business pages can be connected. Within Instagram, the Allow Access to Messages privacy setting must be toggled On for the account you are using with Digital Experience. You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACD> DFO > Points of Contact Digital.	Supports syncing and replying for direct messages, including story replies. No support for publishing Posting directly to a social media wall, feed, or account..
LinkedIn	Social	Your LinkedIn administrator can configure this channel completely. Only LinkedIn company pages can be connected.	See and reply to public content. No support for publishing Posting directly to a social media wall, feed, or account..
YouTube	Social	Your YouTube account administrator can configure this channel completely. Synchronization of the 20 most recent videos and 20 most recent comments occurs every hour.	Post and interact with public content on accounts you own.
Google Business Messages	Social	Requires a verified Google Business Messagess account. Your CXone Account Representative must assist you with channel creation. You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACD> DFO > Points of Contact Digital.	Receive and reply to inbound direct messages using text, images, or both. No support for proactive outbound messaging.
Google Play	Social	Your Google Play administrator can configure this channel completely.	See and reply to public reviews and comments. No support for publishing Posting directly to a social media wall, feed, or account..
Google Places	Social	Application process required. Upon approval, your Google Places administrator can configure this channel completely. In addition to channels for Google Places accounts you own, you can set up listening only Digital Experience channel which allows agents to see public activity on a social media account but not interact with it. Typically used with competitor's accounts. channels.	See and reply to public reviews and comments. No support for publishing Posting directly to a social media wall, feed, or account..
Apple Apps Review	Social	Any user with access to your Apple App Store settings can configure this channel completely.	See reviews and comments. No support for publishing Posting directly to a social media wall, feed, or account..
LINE	Messaging	Your LINE administrator can configure this channel completely. This channel is only supported for tenants in Europe, Australia, and Japan. You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACD> DFO > Points of Contact Digital.	Receive and reply to direct messages. No support for sending attachments. No support for proactive outbound messages.
Telegram	Messaging	Your Telegram administrator can configure this channel completely. You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACD> DFO > Points of Contact Digital.	Receive and reply to direct messages, with or without attachments. No support for proactive outbound messages.
WhatsApp	Messaging	Your WhatsApp administrator can add a WhatsApp account and configure this channel completely. You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACD> DFO > Points of Contact Digital.	Receive and reply to direct messages, with or without attachments. Receive and reply to direct messages using text, images, or both. Initiate contact with customers by sending messages with approved outbound templates.
Apple Messages for Business	Messaging	Application process required. Upon approval, your Digital Experience team configures this channel with assistance from your Apple Messages for Business administrator. No support for proactive outbound messages. You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACD> DFO > Points of Contact Digital.	Receive and reply to direct messages using text, images, or both. Send messages with or without attachments. Use Apple plug-ins. Create and use interactive message templates for things like scheduling appointments and making payments.
Viber	Messaging	Your Viber account administrator can configure this channel completely. You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACD> DFO > Points of Contact Digital.	Receive and reply to direct messages.
Microsoft Teams	Collaboration and Messaging	Your Microsoft Teams account administrator can configure this channel completely. You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACD> DFO > Points of Contact Digital.	Use Digital Experience to answer technical support questions a customer sends through Microsoft Teams.
Slack	Collaboration and Messaging	Your Slack account administrator can configure this channel completely. You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACD> DFO > Points of Contact Digital.	Use Digital Experience to answer technical support questions a customer sends through Slack. Send messages that include images.
WeChat	Messaging	Your WeChat account administrator can configure this channel with assistance from your Digital Experience team. You must have a WeChat business account before setting up a channel. You cannot integrate WeChat directly with CXone. You must use Bring Your Own Channel. You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACD> DFO > Points of Contact Digital.	Send basic messages. Send attachments.
Bring Your Own Channel (BYOC)	Messaging and Social	You must build middleware that can call the CXone APIs APIs allow you to automate certain functionality by connecting your CXone system with other software your organization uses. and receive API callbacks from CXone. This middleware sits between Digital Experience and the BYOC channel. Be sure you are familiar with the high level setup process before you begin. You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACD> DFO > Points of Contact Digital.	Send and receive messages. Send and receive attachments, if the integration supports it.

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Channel Support for Rich Content

The following table shows the types of rich content Elements in digital messaging such as buttons, images, menus, and option pickers. available for each digital channel. Some rich content uses TORM (truly rich omnichannel messaging) and is configurable under Rich Message Settings. Any rich content not supported by TORM is configurable under chat, email, Apple Messages for Business, and WhatsApp.

Channels that are not listed do not currently have rich content support. Any rich content sent through other channels is delivered as plain text.

	AdaptiveCards	HTML & Markdown Text	Rich Link	Quick Replies	List Picker	Time Picker	Form message
Apple Messages for Business
Digital Chat
Email				Uses fallback text
Facebook Messenger
WhatsApp
Google Business Messages

Supported: Green checkmark, indicating "supported"

Not Supported: Red X, indicating "not supported"

This rich content is available for use by APIs, bots, virtual agents, and live agents. However, not all rich content is supported for use by live human agents. The following table shows what rich content is visible to live agents in the Customer Card section in MAX. Live agents can access rich content not supported by TORM under Message Templates > Choose template. Live agents can access rich content supported by TORM under Rich Messages > Rich message.

	AdaptiveCards	HTML & Markdown Text	Rich Link	Quick Replies	List Picker	Time Picker	Form message
Apple Messages for Business
Digital Chat
Email
Facebook Messenger
WhatsApp
Google Business Messages

Supported: Green checkmark, indicating "supported"

Not Supported: Red X, indicating "not supported"

Proactive Digital Outbound

Proactive Digital allows you to send one-way digital Any channel, contact, or skill associated with Digital Experience. messages to contacts in a calling list. Proactive Email can be agentless—that is, set up to use a standalone agentless Contacts made without a live agent for tasks such as one-way delivery of information or messages.. ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. Alternatively, you can add Proactive Digital as part of the contact strategy on an agent skill.

You can use your existing text-based digital channels with Personal Connection for proactive digital outreach. If your organization has a digital channel that's not natively supported in CXone, you can integrate it using Bring Your Own Channel (BYOC) with Proactive Digital channels.

Proactive Digital requires Personal Connection.

Channel Features

Additional features for messaging channels Direct interactions using social media like Twitter DM, WhatsApp, or Facebook Messenger and SMS, chat, and email allow you to meet more of your customers' needs. Channel features include:

Guide: This feature allows you to create and display entry points for digital messaging channels of your choice directly on your website. Adding these channels to your website makes it easy for customers to quickly access the resource they need.
Stripe Payments: This feature allows you to use digital channels to help customers complete payments. You can create an account with Stripe, an online payment processor, and connect it to a channel to send customers secure payment links.
Appointments Scheduling: This feature allows you to set up an appointment scheduling service. You can customize the scheduling service based on the availability of your agents. Agents can use digital channels to send customers appointment scheduling requests.
Engagement Mapper: This feature allows you to map UI elements on your website. You can then create rules for your mapped elements to do things when a customer interacts with them. This uses the Workflow Automation functionality.