How to send Messages in Live Chat Threads
Stella Inbox integrates Stella / Woztell Bot Platform with MS Teams. This application allows agents to reply
to clients sending in questions from other messaging platforms, such as WhatsApp or Facebook Messenger,
integrating customer service into their workflow. Stella Inbox has 2 kinds of channel to handle common user
conversations and live chat requests.
Inbox
Stella Inbox has inbox channels to record all messages between clients, agents and bots. In inbox
channel, each client will have their own inbox thread created to accumulate conversation history. And
all message thread commands can be used in the inbox threads created. Inbox channels are created by
Stella Inbox according to inbox mappings defined in configuration.
Inbox thread
Each inbox thread contains messages from clients, and replies from bot or agents. The first message of the thread is always an adaptive card containing basic user information, such as client name, messaging platform, Stella channel ID, Stella member ID, locale, member tags and agent notes.
Agents can also reply clients in inbox thread like in live chat threads, but replying in inbox thread is not recommended since Teams will always notify you when there are new interactions made by the client.
Live Chat
Stella Inbox has live chat channels for agents to handle live chat sessions and reply to clients. There are
2 types of live chat channels, personal live chat channels and common live chat channels. Common live chat
channels are designed to be used by multiple agents to handle requests in the same channel. Personal live chat
channels are designed to be used by a single agent to handle live chat requests by their own. Personal live
chat channels are compulsory for ticket picking, admin assign and round robin ticketing modes.
Live Chat Thread
Each live chat threads created in live chat channels represents a live chat session with a single client. Live
chat threads contains client name, messaging platform, Stella channel ID, Stella member ID, locale,
member tags and agent notes in the first message. For live chat sessions created by clients, there might be
additional live chat session information included in the first message and ticket handling cards. For
transferred live chats, live chat conversation history is included in the first message for reference.
Sending Messages
Agents can reply to clients in live chat threads by sending a message on Teams to the Stella Inbox bot mounted.
If message is sent in thread without calling the Stella Inbox bot, the message will not be
received by Stella Inbox. It is recommended that agents first type the text message to be sent, then type
@Stella Inbox to call the bot.
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