Which API should I use to create synchronous channel applications?

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Octo

Publicado 02 de nov. de 2022

Hi, I am going through the documentation in order to create an external channel integration application. In the channel framework documentation, it says "The integration is ticket-oriented. It’s not for synchronous communication between agents and their customers, such as chat.". My understanding is that, if I were to create an application via the channel framework I would not have a send button in the agent workspace but a submit button for tickets.

Using Send vs. Submit

During a live chat or messaging conversation, click Send (or press Return) to send your reply.

To send an email or save other changes to a ticket, click Submit.

I currently have an application created via the channel framework. Is it possible to somehow configure/enable Send button instead of using the Submit button for this application? If not should I use another API and if so which one?

Please let me know if there is any other information I can provide.

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      Erica Girges

      Hi Octo,
       
      You wouldn't be able to entirely get rid of Submit since that is linked to ticket status. However, if you're looking for synchronous communication via integration with an external application you might want to look at our Conversations platform instead. 
       
      Hope this helps!
       
      Erica

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