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Functional Scope: In-app Messaging (beta version)

 The in-app Messaging feature of iAdvize Messenger allows you to converse with the users of your mobile apps (iOS &Android) through the mobile SDK. Your visitors can reach you even were your teams are unavailable and are immediately notified on their phone as soon as they get an answer. 

 

Conversation flow πŸ’¬

  • The mobile SDK will allow you to monitor transactions
  • The mobile SDK will allow ibbΓΌ experts to respond to in-app conversations
  • External chatbots cannot be integrated with the Mobile SDK

convert_15fps.gif

 

As a visitor, logged on the branded application...

βœ… I can: 

  • send a message from my app and retrieve the conversation history at any time #asynchonousmode
  • be notified about new incoming messages when I’m on the app
  • be notified about incoming messages when I’m not on the app (via push notifications)
  • minimize the conversation window and continue to browse on the app without needing to end the conversation
  • start a conversation from an iPhone or Android phone and continue it on an iPad or Android tablet if I’m logged in to my account
  • see the agent's avatar ; the agent is represented by a gray avatar
  • send rich content: images & file upload

Capture_d_e_cran_2018-09-06_a__14.14.16.png

🚫 I can’t

  • fill in a satisfaction survey (the new CSAT/NPS survey will be accesssible in the future)
  • start a conversation on an iPhone or Android phone and continue it on an iPad or Android tablet if I’m NOT logged in to my account

 

As an administrator...

βœ… I can:
  • see my statistics in the Reports section of the administration with data dedicated to my app (note: if I have an iOS and an Android app, their data will be merged in the reports)
  • use the routing groups to route the conversations to the right group of agents
  • filter my reports by mobile app: 
    • contact - activity
    • contact - responsiveness
    • presence - overview
    • presence - status
    • sales - activity
    • conversation beta
 πŸš« I can’t
  • choose when to display the chat button with a targeting strategy from the Administration. See FAQ
  • have the visibility on the number of SDK conversations stored in the waiting list
  • stop the flow of incoming asynchronous conversations
  • have the SDK statistics inside the supervision screen (only the synchronous chat will be available in this specific view). (Will be planned in the future)
  • choose the number of asynchronous chat slots received by the agents (2 chats in the MVP)
  • define a maximum number of conversations for my waiting lists which would allow me, once the limit attained, to stop receiving new conversations

 

As an agent or an expert on the conversation panel...

βœ… I can:
  • see in the desk conversations from mobil app arriving in push mode (as chat conversations)
  • send texts and emojis
  • authenticate visitors to make sure they are the person they pretend to be (we rely on the in-app customer log-in system)
  • put myself unavailable on SDK conv., that is to say I can’t stop the reception of conversations from mobile app
  • send rich content: images & file upload (except for expert on ibbu application)

 

🚫 I can’t

  • have the visibility on the number of SDK conversations stored in the waiting list
  • control the number of incoming asynchronous chats
  • see the mobile screen of the visitor (mirroring)

SDK_Console_-_Alerting_2.jpg

 

As a developer/integrator...

βœ… I can:
  • activate the GDPR consent message
  • access a technical and functional Open Source documentation to configure the mobile SDK
  • fully integrate the mobile SDK with my own webdesign requirements
    • I can use the standard template or design my own floating button
    • I can set the conversation’s main color. This will also affect the color of the chat button (only for the default chat button), text bubble and send button
    • I can define the content of the first automatic message sent to your users. This automatic message aims at inviting your users to start the conversation. (the integrator manages translations)
    • I can choose the position of the chat button on the mobile app
    • I can choose a brand avatar that will appear in the visitor's conversation thread.
  • add my mobile apps from the iAdvize administration in a few clicks (only one app can have both an Android and an iOS version)

 

A synthesis of the mobile SDK features compared to other channels

 
Conv. panel
Pro agent
Chat conv.
Conv. panel
Pro agent
Social conv.
Conv. panel
 IbbΓΌ & cty Expert
Chat conv.
Conv. panel
Pro agent
Mobile conv. (SDK)
Send an offer
βœ… 
❌ βœ…  ❌
Send a file
βœ… 
 
βœ…
only for private conv.
βœ… βœ…
Send a link
βœ…
 βŒ
βœ…
 βŒ
Co-Browsing (take control over the visitor’s browsing)
 
βœ…
 
❌
inapplicable
 βŒ
 
❌
inapplicable
Open the current page
βœ… ❌ βœ… ❌
Mirroring
βœ… ❌ βœ… ❌
Transfer a conversation
βœ… ❌ βœ… ❌
Translation
βœ… ❌
 βŒ
❌
Canned answers
βœ… βœ… βœ… βœ…
Send an emoji
βœ… βœ… βœ…
βœ…
Block the visitor
βœ… ❌ βœ… ❌
Tag a conversation
βœ…
only at the end of the conv.
βœ…
 
βœ…
only at the end of the conv.
βœ…
 

 

 
 IbbΓΌ & Cty Mobile App
 IbbΓΌ & cty Expert
Chat conv.
 IbbΓΌ & Cty Mobile App
 IbbΓΌ & cty Expert
Mobile conv. (SDK)
Conv.panel
IbbΓΌ & cty Expert 
Mobile conv. (SDK)
Send an offer
❌ ❌ ❌
Send a file
βœ…
iOS: images & gifs
Android: images & gifs, PDF
❌
βœ…
Send a link
 βŒ
 βŒ
❌
Co-Browsing (take control over the visitor’s browsing)
❌
❌
❌
Open the current page
βœ… ❌ ❌
Mirroring
βœ… ❌ ❌
Transfer a conversation
βœ… ❌ ❌
Translation
❌ ❌ ❌
Canned answers
βœ… βœ… βœ…
Send an emoji
βœ…
 βœ…
βœ…
Block the visitor
βœ…
❌ ❌
Tag a conversation
❌ ❌ ❌

 

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