FAQ : In-app Messaging V2

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 or perform a particular action when the user wants to access your legal terms and conditions (e.g. go to another screen of your app).
 

2. Is it possible to integrate external chatbots

Yes, it will be possible to integrate proactive bots and configure them from iAdvize Admin (via the "Automation" tab).
 

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 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.

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

 

6. Are respondents (professional agents and ibbü experts) and bots 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).

Proactive bots can also offer rich content such as images, attachments, emoji, generic maps.
 

7. 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. 
 

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

No.
 

9. Is it possible to add tags to conversations?

Yes.
 

10. How are slots dedicated to mobile conversations managed?

Professional agents and experts receive conversations in push mode. 

As an Admin I can :
  • Open the reception of visitor conversations in the conversation queues of my choice, each one being attached to each distribution group. This allows me to engage visitors even if my agents are busy or offline.
  • Define a specific number of slots for each conversation queue associated with distribution groups :
    • 0 : there is no conversation queue; the operation remains in synchronous mode, visitors are engaged only if agents are available to answer visitors in real time.
    • 1 or more : the conversation queue exists; asynchronous operation is activated and visitors are engaged as long as there are still slots available in the conversation queue.
  • Continue to choose when to display the chat button thanks to a targeting strategy implemented on the app side when integrating the iAdvize SDK.
  • Choose to set up qualification bots to handle conversations in the first level and escalate them in the second level to humans whose distribution rules are configured with a queue of conversations in asynchronous mode.
  • Customize the automatic message sent to the visitor when the notification button is clicked, indicating that the visitor will not necessarily get an instant response: 
“👋 Bonjour ! Laissez nous un message et nous y répondrons dès que possible. Si vous n’avez pas de réponses immédiatement, revenez plus tard, nos conseillers répondent généralement en quelques heures !”

I can not :
  • Customize for each agent the number of slots in his or her conversation queue, as conversations queues are managed by distribution group.
  • Show the visitor the average response time or the position in the conversation queue
 

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

Yes. you will find more information on conversation snooze here.
 

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

Yes !

 

13. 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.
 

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

For more informations, please read this article : Transactions tracking


 

15. 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.

Yes it is possible to create targeting rules during the SDK integration phase.
 
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.
Sample code with ID to come.
It is then up to the integrator to choose to display the chat button on specific pages "gardening" (for example) 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.
 

16. 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.
 
 

17. How heavy is the mobile SDK?

Android : ~2Mo
iOS : ~ 15Mo
 

18. What are the package managers?

Android : Maven
iOS :  Cocoapods
 

19. 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