Webchat to Messaging

Overview

There are scenarios where you may want a customer to move from Web Chat to a native Messaging channel (such as Apple Messages or SMS). This is often necessary when a customer needs to leave their browser but wants to continue the conversation, or when they need to be able to send a high-quality image or file more easily.

This transition can be initiated by either a human agent or an AI Agent using a Catalog Message.

Prerequisites

Active Messaging Channels: You must have at least one messaging platform (e.g., Apple Messages for Business or SMS) configured in your Quiq Admin settings.

Permissions: You must have Admin access to create and edit Catalog Messages.

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If you're tenant is missing any of the features called out below, please reach out to your account mananger for help getting started.

Part 1: Building your Catalog Message

1. Navigate to Admin -> Catalog Messages and select New Message

2. Give your new Catalog Message a recognizable name (e.g., "Platform Invitation"). Then click the Plus button next to the text input area and select Card:

3. 

   Set the availability to Available Everywhere to ensure both AI and human agents can use it. Define a shorthand "trigger" (e.g., /move to messaging) so agents can quickly insert this message during a live chat:

   

4. To ensure the message sends the user to the correct messaging app, you must use dynamic text in the card URL field.

5. In the URL field for you card, type a variable name inside double curly brackets, such as {``{platform}}`:

   

6. Once you've added your curly brackets, click on the Configure Dynamic Text button in the top right corner of the URL section:

6. In the Dynamic text modal, Select the Platform variable in the top left, and then select the Platform Invitation field in the right hand sidebar. There are additional Parameters to define:
   1. Value: Select the specific platform the user will be shifted to (e.g., sms).
   2. Intent: an optional value that can be used to condition off in rules or in your AI Agent.
   3. Initial Message: Enter the text that will be pre-filled in the customer's messaging app (e.g., "I'd like to continue our conversation here.").
7. 

You've now successfully set up your Platform Invitation message!

QR Code vs link

The way you want your platform invitation to appear depends on the conversation context:

QR Codes: These are ideal for customers on desktop browsers. They can scan the code with their mobile camera to instantly move the conversation to their phone.

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Ensure the Render card URL as QR Code checkbox is selected. This is currently supported for Conversation Starter Web Chat.

Direct Links: If a customer is already on a mobile browser, a clickable link is more effective for opening the messaging app directly.

Using your Message

Once you've created your catalog message, can leverage it in a few ways:

AI Studio

In your AI Agents or AI Assistants you can leverage the Send Catalog Message action when appropriate to send your catalog message:

Human Agents

Agents can type their defined trigger (e.g., /move to messaging) in the chat console. A snippet will appear, allowing them to send the card to the customer.:

And your end users can now easily use that message to shift channels:

Shifting the conversation

Once the user scans the QR code or clicks the link, the agent's transcript will note: "Conversation platform changed". The agent can then continue the conversation seamlessly within the same window, even though the customer is now using a different app:

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Shifting Channels

If a user has an active conversation on multiple channels, the agent can select choose which channel to message the customer on using the toggle in the bottom of the webchat: