Additional features: Rich Link, Typing Indicator, Tapback Reactions
Updated
Tapback Reactions
Sometimes users respond to messages using a Tapback, such as the heart or thumbs up expressions. This feature allows you to detect user tapbacks.
Typing Indicator
Typing indicator allows you to see typing activity in the Agent Console as well as on the user front.
Rich Link
Every URL sent by an automated or human agent will be recognised and sent as a rich link. It will not show up as a preview or tap to load.
When a business sends a URL with an inline image or video to a user, the user receives a "Tap to Load Preview" message, which the user then needs to tap to load the content. To allow users to preview content inline without first loading a preview, you can send a rich link message instead.
When a business sends a URL within a sentence or a large text message, divide the content in 3 separate messages and generate the rich link message accordingly as per the example below.
Your rich link generation should automatically detect all URLs sent by agents or bots, and convert them to rich link payloads. You can use OpenGraph tags to generate the rich link preview if the target web page supports them. If OpenGraph tags are unavailable, generate a rich link preview by fetching the <TITLE> tag, and the largest image from the web page.
Rich Link template
When you send a plain URL with an inline image or video to a customer, the customer receives a "Tap to Load Preview" message, which the customer needs to tap to load the content. You can override this default "Tap to Load" behavior by sending a rich link template instead of a plain URL.
To create a Rich Link template
Follow steps 1-3 of Date/Time Picker template.
Under Asset Specific, select Rich Link from the Template Type dropdown and Apple Messages for Business from the Channel dropdown.
Under Rich Link, click the Upload Image/Video icon and add the desired preview image or video. Enter the Title text of the image and the desired URL.
Under Asset Details, enter the asset details like Campaigns, Status, Available From, Visible From, Expires on, etc.
Under Asset Sharing, select the Workspaces and Users/Users Groups you want to share your asset with. Check the Visible in all workspaces box to make it visible in all workspaces.
Next, apply the desired Properties to the asset.
Click Save in the bottom right corner to create the template.
Note: You can also add a placeholder in the Link asset, get it replaced with the desired custom field value of the case such as the case number, and then associate it with the Rich Link asset for Apple Messages for Business. For example, if you need to get the case number added to the rich link for Apple Messages for Business, then first create a Link asset with the link as, for example as www.google.com?query={param}, then raise a support ticket at tickets@sprinklr.com for the param to be replaced with the case number and get this link (www.google.com?query=23456) associated with your Rich Link asset. |