FAQs about Messaging Channels for Fusion Service
Which channels do you support?
Both WhatsApp and SMS through Oracle's partner Infobip.
Do I need a new SKU to enable messaging channels?
- Oracle Fusion Service Enterprise Cloud Service - Pooled Named User
- Oracle Fusion Human Resource Help Desk Cloud Service - Hosted Employee
- Oracle Customer Experience for Utilities - Fusion Agent Service Cloud Service
How do I get an account with Infobip?
See the following site to sign up for a free trial account: https://www.infobip.com/signup.
See the following page for more information about Infobip pricing: https://www.infobip.com/products-pricing
To find out more about what Infobip offers, connect with an Infobip expert: https://www.infobip.com/contact
How do I route WhatsApp and SMS conversations to my agents?
By default, WhatsApp and SMS channels use the same routing rules as chat. If you already assign chat work assignments to your agents, you won't need to do anything else. Your new channels will be automatically routed to the same queues and agents as chat. If you don't already use chat, see Set up routing and assignment rules in Fusion Service.
Can I route WhatsApp and SMS conversations to a digital assistant?
Yes. Because WhatsApp and SMS are handled in the same way as chat, you can route your conversations to a digital assistant and have them escalated to a live agent in exactly the same way. If you already assign chat work assignments to a digital assistant, you won't need to do anything. Your new channels will be automatically routed to your digital assistant using your existing rules for both assignment to the assistant and escalation to live agents.
If you don't already use chat, or you don't use a digital assistant with chat, see Use Oracle Digital Assistant as an Agent.
How do I route WhatsApp, SMS and Chat conversations to different digital assistants or agents?
While messaging channels are routed in the same way as chat by default, you can set up your routing rules to assign your messaging channels to different queues.
How do agents handle WhatsApp and SMS conversations?
If your agents are already using Service Center to handle chat, you don't need to do anything else. As soon as your agents make themselves available for chat, your service assignment rules will take care of the rest. If your agents aren't already using Service Center,have a look at How do I enable Service Center?
How can I view metrics on usage of WhatsApp and SMS channels?
The Supervisor Dashboard gives supervisors and administrators up-to-the-minute viewS across channels, including WhatsApp, SMS and chat.
To get started with the supervisor dashboard, see Enable Supervisor Dashboard.
See Data and Metrics for Engagement Dashboard for a detailed list of metrics you can track.
How can I monitor and provide coaching to my agents for WhatsApp or SMS channels?
Supervisors can also monitor and coach agents in real-time using the Supervisor Dashboard. Go to the Agents tab or the Engagements tab, and click the Monitor action on any row in the table.
To get started with the supervisor dashboard, see Enable Supervisor Dashboard.
Is there a limit for how long a WhatsApp or SMS conversation can be?
Messaging channels behave the same as chat for customers and agents. Each conversation is kept active as long as the customer and agent are exchanging messages.
There's a configurable idle timeout for conversations, with a default value of 600 seconds. If no messages are exchanged after this period of time, the conversation is automatically closed. The next message from that customer is routed as a new conversation according to your routing rules. The default value is configurable and can be disabled entirely.
You can find out more on chat configuration options if you read: How do I enable features and profile options for chat?