Glia provides visitors with various ways to interact with operators. While the most common way to start a visitor engagement is through the engagement bubble on the client’s website, it is possible to use Slack, Facebook, Whatsapp or SMS as well. Mentioned applications are considered channels, as once paired with Glia, they allow visitor-operator interaction.
Channels allow visitors to trigger regular engagement requests using Slack, Facebook, Whatsapp and/or SMS. SMS messaging is considered a channel as well due to the similar behavior and outcome, even though it does not do not require a channel to be explicitly configured - it works out of the box with every inbound phone number.
Every channel is associated with a queue that defines which operators will receive the incoming visitor engagement request. Visitors can be served by both the human and virtual operators. Currently, only text messaging is supported by channels.
Once the desired messaging application has been paired with Glia, text messages sent by the visitor through the configured channel will turn into engagement requests for the operators that are serving the queue selected for the particular channel. Besides plain text messaging, some channels like Facebook and Slack also support the usage of response cards. Live observation or co-browsing is not possible if the visitor engagement request originates from the channel.
Pairing Slack and Glia results in the Glia bot/app added to the Slack workspace. Slack users can interact with the new bot and/or send messages via the app. Once the operator joins the conversation, Slack user can see the operator’s name. Default bot’s name is Glia, however, it can be later changed accordingly in the Slack settings. Slack allows to pull various user attributes that include visitor’s real name, Slack username, e-mail, Slack ID and Slack team ID. The most common use case for Slack as a channel includes internal help desks in the companies, where Slack is already used as a communication platform.
Establishing a channel between Facebook and Glia allows the operators to serve visitors on the client’s Facebook Page. From the visitor perspective, whole interaction takes place on Facebook Page however operator continues to use Glia.
Whatsapp & SMS
Whatsapp and SMS require an inbound phone number to be added to the site. The same number can be used for both phone calls and messaging. SMS works automatically and uses the queue associated with the number. Text messaging using mobile (SMS) or Whatsapp supports the same features. Please note, that Whatsapp and SMS visitors, who are using the same phone number, are treated as the same visitor/engagement. When the operator sends a message, the response goes to the channel that was used the most recently.
If you would like to learn more about setting up the channels in the Glia Operator App, please get familiar with the Channels Configuration article.