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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

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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
  • see the agent's avatar ; the agent is represented by a gray avatar

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)
  • 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...

✅ 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

🚫 I can’t

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

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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
    • 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
 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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