Supported versions: 3.8 and newer
When a consumer starts a new conversation, or a new customer visits the site, brands can send the first message with a list of quick replies of common intents.
You can configure the Welcome message as a simple text message with or without quick replies, for example:
Welcome to our support! What can we help you with today?
[Questions about existing account] [open a new account] [tech support]
A consumer’s quick reply selection or answer gets inserted as their first message in the conversation, which opens the conversation in the Conversational Cloud agent workspace.
How to enable
//Welcome message
var messageTitle = "Hello Mr.Smith, how may we help you?\n"
messageTitle.append("To know more about our terms and conditions visit:\n")
messageTitle.append("https://www.mywebsite.com") //this ability is only avaliable on SDK 6.2.0 & Above
let welcomeMessageParam = LPWelcomeMessage(message: messageTitle, frequency: .everyConversation)
//adding options
let options = [
LPWelcomeMessageOption(value: "My latest bill statement", displayName: "1️⃣ Bill"),
LPWelcomeMessageOption(value: "A recent order placed", displayName: "2️⃣ Order"),
LPWelcomeMessageOption(value: "Technical support", displayName: "3️⃣ Support"),
LPWelcomeMessageOption(value: "Account information", displayName: "4️⃣ Account")
]
do {
try welcomeMessageParam.set(options: options)
} catch {
print(error.localizedDescription)
}
//ConversationViewParams
let conversationViewParams = LPConversationViewParams(conversationQuery: conversationQuery,
containerViewController: nil,
isViewOnly: false,
conversationHistoryControlParam: conversationHistoryControlParam,
welcomeMessage: welcomeMessageParam)
//show conversation
LPMessaging.instance.showConversation(conversationViewParams, authenticationParams: authenticationParams)
Support for rendering links automatically is avaliable on SDK 6.2.0 and above.
Currently this feature is not fully compatible with the Control History APIs.
Limitations
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You can configure up to 24 quick reply options, but you have a 25 character limit per quick reply option.
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By default, eight quick replies are presented per row and quick replies styles inherit the Agent Bubble styling configuration.
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When the consumer ends the conversation, the window remains open, and the Welcome message appears again.
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Quick reply messages do not get recorded in the conversation history.
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The conversational metadata (ExternalId) does not get populated.
"metadata": [ { "type": "ExternalId", "id": "Yes-1234" } ]
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Rendering links support only for url, sms, tel, facetime, facetime-audio, and doesn't cover hyperlinks format.