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Use Ada with social media channels

Overview

Integrate with third-party channels to bring the chat experience everywhere your chatters are. Supported channels include WhatsApp, Facebook Messenger, and Twilio SMS, with more to come.

This guide will walk you through the setup process, feature compatibility, and channel variable usage for third-party channels in Ada.

Handoff Methods

There are four methods to handoff conversations to live agents in third-party channels. The handoff(s) you choose will determine how you will need to configure third-party channels.

  • Handoff to Zendesk Social Messaging: Chatters are directly connected to a live agent within the third-party channel.

  • Handoff to Salesforce Live Chat: Chatters are directly connected to a live agent within the third-party channel.

  • Handoff to Zendesk Email Ticketing: Chatters are asked for their email address and receive support from an agent via email.

  • Handoff to Email: Chatters are asked for their email address and receive support from an agent via email.

Note

The Zendesk Live Chat handoff is not compatible with Channels.

Configuration Methods

1. Configure Channels in Ada

To set-up channels with a Salesforce Live Chat, Zendesk Email Ticketing, or Email handoffs, contact your ACX Consultant.

2. Configure with Sunshine Conversations

To set up channels with a handoff to Zendesk Social Messaging, you will need a Sunshine Conversations license. If you do not have a Sunshine Conversations license, your Ada account manager can help you to coordinate one.

Additionally, you will need to configure Sunshine Conversations in Ada, along with the Zendesk Social Messaging integration. For setup help, see our guides to configuring Sunshine Conversations and enabling Zendesk Social Messaging.

Visit our Multi-bot routing for Sunshine Conversations guide for help setting up channels with Ada.

Feature Compatibility

Feature

Blocks

Ada Web Chat

WhatsApp

Facebook Messenger

Twilio SMS

Instagram Direct

Twitter

Quick Replies

Supported

Supported

Supported

Supported

Partially supported

Partially supported

Proactive Intro

Supported

Not supported

Not supported

Not supported

Not supported

Not supported

Predictive Suggestions

Supported

Not supported

Not supported

Not supported

Not supported

Not supported

Answer Review

Supported

Not supported

Not supported

Not supported

Not supported

Not supported

Text

Supported

Supported

Supported

Supported

Supported

Supported

Picture

Supported

Supported

Supported

Supported

Supported

Supported

Video

Supported

Supported

Supported

Supported

Supported

Supported

Link

Supported

Supported

Supported

Supported

Supported

Supported

Capture

Supported

Supported

Supported

Supported

Partially supported

Partially supported

Redirect

Supported

Supported

Supported

Supported

Supported

Supported

Authentication

Supported

Supported

Supported

Supported

Supported

Supported

List option

Supported

Supported

Supported

Supported

Partially supported

Partially supported

Conditional

Supported

Supported

Supported

Supported

Supported

Supported

HTTP Request

Supported

Supported

Supported

Supported

Supported

Supported

Satisfaction Survey

Supported

Supported

Supported

Supported

Not supported

Not supported

Ada apps

Supported

Supported

Supported

Supported

Partially supported

Partially supported

Ada actions

Supported

Supported

Supported

Supported

Supported

Supported

Email handoff

Supported

Supported

Supported

Supported

Supported

Supported

Zendesk email handoff

Supported

Supported

Supported

Supported

Supported

Supported

Ada Glass for Salesforce - Live Agent

Supported

Supported

Supported

Supported

Supported

Supported

Ada Glass for Zendesk - Live Chat

Supported

Not supported

Not supported

Not supported

Not supported

Not supported

Ada Glass for Zendesk Social Messaging

Not supported

Supported

Supported

Supported

Supported

Supported

How to Search for Unsupported Blocks

When third-party channels have been configured, a channel icon might appear for some Answers. This indicates that the Answer contains blocks that are not supported across all channels. To filter for these Answers, search <unsupported:sunshine> in the Answers view.

CleanShot_2020-10-23_at_14.45.102x.png

Blocks that are not supported by all channels will have a "Channel specific" tag in the header.

CleanShot_2020-10-23_at_14.46.292x.png

Channel Variables

Channel variables allow you to create different chat experiences across varying channels. To do so, add a conditional block with the sunshine_end_user_channel variable and set the input to one of the following:

Channel

Variable Input

Whatsapp

Whatsapp

Facebook Messenger

Messenger

Twilio SMS

Twilio

Instagram

Instagram

Twitter

Twitter

Here is an example of how to personalize the experience by channel.

CleanShot_2020-10-23_at_15.07.492x.png

Fallback for Unsupported Blocks

To ensure the chat experience is not affected by unsupported blocks, a fallback flow must be created for incompatible channels using channel variables.

Here is an example of how to set up a fallback for unsupported blocks.

fallback.png

Have any questions? Contact your Ada team—or email us at help@ada.support.