Chat

Avaya Experience Platform™ Digital - Channel

Avaya Experience Platform™ Digital provides software platform with session based Chat capabilities which enables businesses to communicate with their customers.

There are two ways to integrate your business with Avaya Experience Platform™ Digital Chat:

Built-in Chat using Avaya Experience Platform™ Digital Chat SDK
Custom Chat Integration using Avaya Experience Platform™ Digital - Channel APIs

Built-in Chat (Chat SDK)

Avaya Experience Platform™ Digital provides the Chat SDK which allows your client application to access the built-in chat capabilities. This is a direct client side integration where your client application running on your customer's (user) client devices will be directly interacting with Avaya Experience Platform™ Digital by embedding the provided Chat SDK. Your client's backend web application needs to be involved only to generate a token (JWT) for the user which is required to initialize the Chat SDK and establish connection with Avaya Experience Platform™ Digital.

Custom Chat Integration

If your client application is already integrated with any other chat services, and you want to utilize Avaya Experience Platform™ Digital Chat capabilities and serve the chat, you can use the Digital - Channel APIs provided by Avaya Experience Platform™ Digital to integrate your chat services. This is a backend server side integration where we are integrating the existing chat service your business was already using with Avaya Experience Platform™ Digital services. Typically, you will need to write an application that can transform requests, events and messages between the existing chat service and Avaya Experience Platform™ Digital. We refer this application as a Connector and it can either run as part of the existing chat service (if the chat service provides such integration capabilities) or hosted as a separate service.

The Chat Custom Integration section explains about this integration method in detail.

Additional Resources

Avaya Learning Videos

Chat SDK Integration