Messaging
Overview
Messaging connects end users with your AI Agent on websites and mobile apps. It supports generative AI Agents.
Use these guides after your AI Agent transitions to Messaging. The dashboard then shows Config > Channels > Messaging.
If the dashboard still shows Chat, use the Chat guides and coordinate your transition with your Ada team.
Messaging replaces Chat as the web and mobile chat channel. Ada moves AI Agents from Chat to Messaging in stages. If your website uses the standard script tag, your embed code does not change.
Ada moves chat in legacy mobile SDKs automatically without an app release. Ada recommends upgrading to the Messaging SDK for new features. See Installation.
What end users notice
End users see these changes after the Agent moves to Messaging:
- Replies stream as the Agent writes them. An end user reads the first sentence while the Agent writes the rest.
- Image attachments. When Enable image uploads to your AI Agent is enabled, an end user can attach one image to a message. The Agent reads the text in the image and describes what it shows. The Agent withholds images of payment cards, government IDs, and other credentials when it detects them. Detection is best-effort, and redaction settings still apply to any text that gets through. See Images.
- Recovery after a lost connection. When the network drops, the conversation restores and recovers missed messages after the connection returns.
- Accessibility. The chat window supports keyboard operation, visible focus, screen-reader announcements for new messages, and right-to-left languages.
- Small visual changes. The greeting shows the Agent avatar, and the footer text is updated.
What carries over
These settings and behaviors move with the Agent:
- The embed code, if the website uses the standard script tag.
- Appearance, launch options, allowed websites, and data controls.
- Handoffs, integrations, Proactive Outreach, and CSAT surveys.
- Reporting. Two counts can look different after the move. See Reporting and surveys.
Installations that need a change
Some installations need a change from your developers before the Agent can move to Messaging:
- The
@ada-support/embed2npm package. See Migrate from the embed2 npm package. - A hosted chat page that your app loads directly.
- An app that uses its own WebView with a strict content security policy or navigation allow-list. Allow
https://static.ada.support. - A content security policy that allows only the previous Ada host. See Security best practices.
Your Ada team provides the steps for your installation.
Capabilities & configuration
Messaging provides a hosted conversation interface and SDKs for web, iOS, Android, and React Native.
- Onboarding: Prepare and test your first installation.
- Choose an experience: Compare dashboard branding, custom apps, and headless integrations.
- Migration: Move an existing integration and check behavior changes.
- Appearance: Configure the hosted interface.
- Outreach: Open Messaging > Outreach to configure Proactive messages. If a moved notice appears, follow Go to Outreach.
- Installation: Select the correct developer guide.
- Launch: Configure availability, allowed websites, and rollout.
- Data controls: Configure persistence and approved link protocols.
- Conversation experience: Review messages, files, transcripts, and human support.
- Notifications: Plan browser notifications and webhook push delivery.
- Personalization and identity: Distinguish profile data from verified identity.
- Automation and Languages: Connect SDK configuration to your Agent’s behavior.
- Reporting and surveys: Compare results across the transition.
Related features
Share the Messaging SDK documentation with your developers for technical setup and API contracts.