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Functional Scope of the Mobile SDK - beta version

 

Conversation flow 💬

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

 

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

✅ 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 Im logged in to my account

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 Im NOT logged in to my account

 

As an administrator...

✅ 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
 🚫 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)

 

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

✅ 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)

🚫 I can’t

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

SDK_Console_-_Alerting_2.jpg

 

As a developer/integrator...

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

 

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

 

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