External Chat Overview

External Chat pulls customer conversations from several messaging channels, text messaging and social media alike, into a single view in the Cloud Voice App Web Client, so your team can answer everyone from one workspace instead of switching between apps.

What it looks like

Incoming conversations sit next to the open thread, letting you read and reply without leaving the Web Client.

Before you start

Whether External Chat is available depends on how your Cloud Voice system is set up. Ask your system administrator to confirm that all of the following are in place:

• The system is running software version 84.20.0.21 or later.
• Your account is on the Enterprise or Ultimate plan.
• At least one messaging channel has been configured.

Channel types

Every conversation is tagged with an icon that shows which channel the customer used to reach you:

• SMS (Short Message Service, standard text messages)
• WhatsApp
• Facebook
• Live Chat

What each channel supports

The channels behave differently in a few important ways. Use this table to see what each one allows.

Behavior	SMS	WhatsApp	Facebook	Live Chat
Chat type	One-to-one conversations and group chats with a queue of agents	Same	Same	Same
Session auto-closure	Set by your system administrator	Same	Same	Same
Who can start a conversation	You can receive and reply to inbound messages and start a new session	You can receive and reply to messages, and start a conversation by sending a WhatsApp-approved message template	Receive and reply to inbound messages only, you can’t start a session	Receive and reply to inbound messages only, you can’t start a session
Maximum file size	100 MB	100 MB	25 MB	10 MB
File retention	72 hours	72 hours	72 hours	72 hours

Caution

Only some channels let you message a customer first. On Facebook and Live Chat you can only reply to a message the customer sends, you cannot start a new conversation. On WhatsApp you can start one, but only by sending a message template that WhatsApp has approved in advance. SMS is the only channel where you can reach out with a free-form message at any time.

Note

Shared files are available for 72 hours after they are sent. Download anything you need to keep before that window closes.

What you can do

• One shared inbox: Every customer query, across all connected channels, arrives in the same place so nothing gets missed.
• Reach out from a business number: Message customers using a business phone number while your personal number stays private.
• Smooth hand-offs: Transfer a session to a colleague, who can read the full history and pick up the conversation without missing a beat.
• Full session control: Turn a chat into a call, archive a session, bring an archived one back, and more.
• Notifications your way: Switch pop-up and sound alerts for new messages on or off to suit how you work.

Once External Chat is available on your account, you can receive, reply to, transfer, and archive customer conversations directly from the Web Client.