U7 Adds Contact Center with Facebook, SMS & Live Chat

[strelok89]

about the facebook chat , it doesn't show the old messages . i mean the messages before integrating 3cx chat .

 

[cobaltit]

about the facebook chat , it doesn't show the old messages . i mean the messages before integrating 3cx chat .

Makes sense to me.

 

[strelok89]

Makes sense to me.

@Nick Galea

it's bad , now the representative doesn't know what the previous conversation with the client was....
3cx needs to fetch previous conversation messages .


i mean like this :
client sends message to facebook page
3cx sees the new message and sends to the chat in web client.
in the background 3cx fetches all previous messages with this client .
now the representative can see all previous conversations and can know what to answer and give proper service

 

[N_G]

Its not bad at all. Its not an email inbox or something. We get sent new messages only. During the transition period you have to be aware of old threads. I think its OK.

 

[strelok89]

Its not bad at all. Its not an email inbox or something. We get sent new messages only. During the transition period you have to be aware of old threads. I think its OK.

it give more challenge to make the transition , you getting the "human factor" to force him to go to facebook chat see the conversation , change to 3cx chat replay from 3cx chat.

what happen in practice is that employees answer from the facebook chat directly rendering the feature unusable .
or to disable all their login to facebook chat all together and now we have different problem. the employees unaware of previous conversations with the clients.

i think after the ability to create tickets from the chat it will be more feasible flow , so the employees will just create tickets and now we eliminated the need to read previous conversations .but in the current state it's unusable

 

[jhn]

@Taurix
@kevin

We are looking into publishing a generic API which would allow providers to adapt to our API and allow customers to use SMS of other providers by providing a few parameters...

Nick, this sounds as a fantastic approach which will not only benefit other SMS providers but also allow us - being 3CX partner - to introduce SMS from providers who do not adapt to your SMS api. Simple proxy sitting between provider's existing API and your API acting as a translator comes to mind immediately

 

[fgc92210]

So far, we've been enjoying the text message, and so our customer.
Specifically when you call back someone, and they use their iPhone to text "Sorry cant talk right now".

One option I would like to see, is we have multiple numbers with SMS feature, and so far we can only assign one number to initiate a call from to a person. It would be great if we could assign multiple numbers to one person, so they can chose what number to use while initiating a SMS to the outside world.

 

[N_G]

Nick, this sounds as a fantastic approach which will not only benefit other SMS providers but also allow us - being 3CX partner - to introduce SMS from providers who do not adapt to your SMS api. Simple proxy sitting between provider's existing API and your API acting as a translator comes to mind immediately

Its not this simple I am afraid.

The good news is that we are adding bandwidth to the list for the next update.

 

[Kevin@voxtelesys]

Any update on a generic API for the SMS? Or adding other preferred carriers? We are getting a decent amount of requests for SMS on our SIP trunking.

 

[pmterp]

The good news is that we are adding bandwidth to the list for the next update.

That is good news.
I know asking for ETA's isn't wise but....
Any ballpark on V16U8 with bandwidth.com integration for SMS?
I only ask because one of the items on this week's to-do list is to port a group of numbers away from them to another carrier for SMS capability. I'd rather not if I know its coming but if I could give the client a timeframe there is more of a chance of them accepting me pushing it back.

 

[ASAPllc]

Does this support MMS in any way?

 

[N_G]

@pmterp.... Its a matter of days... So you can wait for the porting of the numbers.....