Chapter 3: Webex Contact Center Design (Phase 2) -- 3.8 Digital Channel Design¶
3.8 Digital Channel Design¶
3.8.1 Digital Channel Strategy¶
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| ABHAVTECH DIGITAL CHANNEL DESIGN |
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| |
| CHANNEL | CURRENT (UCCX) | TARGET (WXCC) | TIMELINE |
| ========================================================================= |
| Web Chat | Basic | Enhanced | Phase 2 (immediate) |
| Email | Manual inbox | Integrated | Phase 2 (immediate) |
| WhatsApp | Not available | WhatsApp Biz | Phase 2 (Month 2) |
| Facebook | Not available | Messenger | Phase 3 (optional) |
| SMS | Not available | Via CCPP | Phase 3 (optional) |
| ========================================================================= |
| |
| DIGITAL AGENT CAPACITY: |
| ======================= |
| Current Digital Agents: 25 |
| Post-Migration Target: 50 (add 25 in Phase 3) |
| |
| CONCURRENCY LIMITS: |
| Channel | Concurrent Per Agent |
| Chat | 3 |
| WhatsApp | 3 (shared with Chat limit) |
| Email | 5 |
| Voice | 1 |
| |
| BLENDED AGENT MODEL: |
| Digital agents can receive voice overflow during peak times. |
| Voice agents do NOT receive digital channels. |
| |
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3.8.2 Web Chat Configuration¶
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| WEB CHAT WIDGET CONFIGURATION |
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| |
| WIDGET DEPLOYMENT: |
| ================== |
| Widget Type: Webex Connect Chat Widget |
| Deployment: JavaScript embed on www.abhavtech.com |
| Pages: Support, Contact Us, Product pages |
| |
| WIDGET CODE SNIPPET: |
| ==================== |
| <script> |
| !function(e,t){ |
| var n=document.createElement("script"); |
| n.type="text/javascript", |
| n.async=!0, |
| n.src="https://chat.abhavtech.com/widget.js", |
| n.onload=function(){ |
| WebexCCWidget.init({ |
| orgId: "{{ABHAVTECH_ORG_ID}}", |
| entryPointId: "{{DIGITAL_CHAT_EP_ID}}", |
| theme: { |
| primaryColor: "#0066CC", |
| headerText: "Chat with Abhavtech", |
| logo: "https://abhavtech.com/logo.png" |
| }, |
| features: { |
| fileUpload: true, |
| emoji: true, |
| typing: true |
| } |
| }); |
| }; |
| e.getElementsByTagName("head")[0].appendChild(n) |
| }(document); |
| </script> |
| |
| PRE-CHAT FORM: |
| ============== |
| Required Fields: |
| - Name (text) |
| - Email (email, validated) |
| - Topic (dropdown: Sales, Support, Billing, Other) |
| Optional Fields: |
| - Order Number (if Support selected) |
| - Phone (for callback) |
| |
| BUSINESS HOURS BEHAVIOR: |
| ======================== |
| During Hours: Chat widget active, route to Digital_Chat_Queue |
| After Hours: Show message: "Our team is offline. Please email |
| support@abhavtech.com or call back during business |
| hours." |
| Alternative: Enable Virtual Agent "Abhi" 24x7 for basic queries |
| |
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3.8.3 WhatsApp Business Integration¶
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| WHATSAPP BUSINESS INTEGRATION DESIGN |
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| |
| INTEGRATION METHOD: Webex Connect (IMI) WhatsApp Connector |
| WHATSAPP NUMBER: +91-22-XXXX-XXXX (dedicated business number) |
| BUSINESS ACCOUNT: Verified Abhavtech Business Account |
| |
| MESSAGE TYPES SUPPORTED: |
| ======================= |
| [OK] Text messages |
| [OK] Image attachments (customer sends) |
| [OK] Document attachments (PDF, invoice) |
| [OK] Location sharing |
| [OK] Quick reply buttons |
| [OK] List messages (menu selection) |
| [OK] Template messages (proactive notifications) |
| |
| TEMPLATE MESSAGES (Pre-approved): |
| ================================== |
| 1. Order Confirmation: |
| "Hi {{customer_name}}, your order #{{order_id}} has been confirmed. |
| Expected delivery: {{delivery_date}}. Track: {{tracking_link}}" |
| |
| 2. Shipping Update: |
| "Your order #{{order_id}} has shipped! Track your package: |
| {{tracking_link}}" |
| |
| 3. Appointment Reminder: |
| "Reminder: Your appointment with Abhavtech is scheduled for |
| {{date}} at {{time}}. Reply YES to confirm or NO to reschedule." |
| |
| 4. Survey Request: |
| "How was your experience with Abhavtech? Rate us 1-5: |
| 1️⃣ 2️⃣ 3️⃣ 4️⃣ 5️⃣" |
| |
| ROUTING FLOW: |
| ============= |
| 1. Customer sends WhatsApp message |
| 2. Webex Connect receives message |
| 3. Virtual Agent "Abhi" attempts to handle (if enabled) |
| 4. If handoff needed -> Route to Digital_Chat_Queue |
| 5. Agent receives in unified Agent Desktop |
| 6. Agent responds (appears as WhatsApp message to customer) |
| |
| 24-HOUR SESSION WINDOW: |
| ======================= |
| [!]️ WhatsApp limits business-initiated messages outside 24-hour window. |
| After 24 hours of customer inactivity, only Template messages allowed. |
| Solution: Send proactive Template if follow-up needed after 24 hours. |
| |
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