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FAQ: In-app Messaging V1 [Private beta]

 

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

1. Is it possible to enable GDPR consent ? 

GDPR consent can be enabled during the mobile SDK integration phase. The first message sent to visitors asking them for their consent can be set up by the integrator. Moreover, this message should include a link redirecting visitors to a Web page specifying the brand legal conditions
 

2. Is it possible to integrate external chatbots ?  

No. 
 

3. Is it possible to modify the location of the chat button ? 

We position the chat button at the bottom left corner. The integrator can change this default position. However, visitors cannot drag it on their mobile screen. 
 

4. Is it possible for visitors to retrieve the history of their mobile conversations on their desktop devices ?  

No. However, visitors authenticated on a mobile app from a smartphone and another mobile device (i.e. a tablet) are able to retrieve the history of the conversations they have had from these different devices. 
 

5. Is it possible to configure the mobile SDK from the administration (colour/font customisation, enabling/disabling the chat button, etc.) ? 

No. All the mobile SDK settings should be changed by the integrator during the mobile SDK integration.
 

6. What are the different steps required to integrate the mobile SDK ?  

  1. Creating a new (iOS and / or Android) mobile app on the administration. Once the information about the mobile app(s) is entered, a secret key and application ID will be provided for the second step. This first step only requires a dozen minutes as it is simple and quick to complete.

  2. Integrating the mobile SDK to the mobile apps. This operation only requires a few hours of development from integrators. Using the secret key and the application ID provided by iAdvize in step 1, the integrator will be able to integrate the mobile SDK, customise the conversation interface, the chat button, the GDPR link, etc. The integrator will be able use a demo app and a technical documentation made available on GitHub. Moreover, the Cheat Sheet are already available to explain this second step. 
 

7. Are respondents (professional agents and ibbü experts) able to use canned answers ?  

Yes, professional agents and experts have access to the same features as when they handle social/messaging conversations (excluding end of conversation tags).
 

8. Is it possible to block a malicious visitor interacting from a mobile app ? 

No. However, an expert or a professional agent still have this option for classical chat conversations so with visitors chatting from a website. 
 

9. Are respondents (professional agents and ibbü experts) able to see the mobile screen of visitors they are chatting with ? 

No.
 

10. Is it possible to add tags to conversations ? 

Yes.
 

11. How are slots dedicated to mobile conversations managed ? 

Professional agents and experts receive conversations in push mode. These mobile conversations are managed in slots dedicate to third-party messaging channels (Mobile app, Facebook, Twitter, Messenger, SMS...).

In other words, if professional agents or experts can receive a maximum of 3 chat conversations and are indeed handling 3 chat conversations, they can receive up to X additional conversations from third-parties in their conversation panel.
You can define this number of slots in the iAdvize platform directly.

FAQ-SDK-11-EN.png
 

12. Can agents snooze a conversation to free a “mobile slot” ?

Yes, you will find more information on conversation management here.

13. Can ibbü experts snooze a conversation to free “mobile slot” ? 

Yes.

14. What happens if the agent/expert does not answer to the visitor's messages ?

Several cases are possible :

  • The visitor sends his first message → the conversation arrives on the desk of an available expert
  • The visitor sends a final message :
    • If the expert does not log in to his mobile app or to the desktop conversation panel within 24 hours (and without having snoozed the conversation beforehand), then the conversation will remain in progress on his mobile app or on the desktop conversation panel, without any response.
    • If the expert does not log in to his mobile app or to the desktop conversation panel within 24 hours (but after having snoozed the conversation beforehand), then the conversation will be unassigned to him and will be assigned to another expert.
 

15. What happens if visitors do not answer the agent/expert's last message(s) ?

Either the agent decides to definitively end the conversation : in this case, if the visitor answers afterwards, a new conversation will be created and assigned to one of the available advisors.

Or he decides to snooze the conversation for the duration of his choice : when snoozing the conversation, the option "keep this conversation when the snooze period ends" is checked by default for ibbü experts, unchecked by default for agents. If the expert/agent does not wish to keep this conversation/wishes to keep it, he or she can uncheck or tick this option.

 

16. To which agent/expert a transaction is assigned to ?

Compensations are always assigned to the last agent or expert who handled the conversation (That is to say the agent/expert who sent the last message before ending the conversation).

For a compensation per conversation → The transaction is always assigned to the last agent or expert who handled the conversation (That is to say the agent/expert who sent the last message before ending the conversation).

For a compensation per transaction → The transaction is assigned  to the last expert who had a contact in the transaction-related conversation at the time of the recording of the transaction.

 

17. Is it possible to create targeting rules and associate them with a routing rule ?

i.e. I want to display the chat button on a “Gardening” page only and route the generated conversations to the appropriate experts.

It will not be possible to use targeting rules to choose where to display your chat button. However, it is possible to route conversations to the right routing group thanks to routing rules. 
 
Here are the steps you should follow to do so :  
  1. Create a “mobile app” targeting rule in the administration (once again: this rule won’t be used to target mobile users but only to route conversations. These settings will be simplified in a future version of the mobile SDK). 
  2. Associate this targeting rule with a routing rule (just like for chat conversations on desktop devices)
  3. Retrieve the targeting rule ID created in step 1.  
  4. Integrate this ID within your mobile app page where you want to display the chat button, in the code provided by the mobile SDK. 
 
Notes: it is not possible to create targeting rules like on desktop devices. The targeting criteria offered on desktop will not work for mobile devices. When creating the targeting rule, choose the “Mobile App” channel, there will not be any criteria to choose and you simply have to save your rule. 
It is then up to the integrator to choose to display the chat button on specific pages thanks to some customised display rules the integrator will have to set up on the mobile app. Thus, the targeting rules need to be handled and set-up when the mobile SDK is integrated.
 

18. Is the SDK able to recognise the visitor language, i. e. routes the conversation to the operator who speaks the same language ?

Yes! Technically, integrators have to use the device language (= language set up on the mobile OS) or the language chosen by the visitor in the app. Once this setting is defined, the conversation is sent to our routing engine and pushed to an appropriate operator.
 
 

19. How heavy is the mobile SDK ?

  • For Android: ~700ko
  • For iOS: ~10Mo

20. What are the package managers ?

  • For Android: Gradle
  • For iOS:  Cocoapods

21. What are the technical limits regarding the sending of files/images by the visitor ?

  • Authorized file formats: all types of images (JPEG, PNG, GIF,...) & PDF
  • Maximum size: 10MB