Integrated email form for mobile and web SDKs

This section provides information relating to the integrated email form that is available when using the Contact Center AI Platform (CCAI Platform) mobile or web SDK.

The integrated email form provides an improved end-user experience and administrator controls for email communications when integrating using the CCAI Platform web SDK. Instead of launching the end-user default email application, the email form is presented to the end-user within the CCAI Platform support experience flow.

Screenshots

CCAI Platform web SDK screenshot

Screenshot of email form in the web SDK

CCAI Platform Android and iOS mobile SDK screenshot

Screenshot of the email form in the android and iOS mobile SDK

Key features

  • End-user entry fields: name, email address, and message box.

  • Apply text formatting to the message.

  • Attach media files.

  • Display message content instructions for end-users.

Configuration

The following sections provide information about how to configure the integrated email form.

Admin configuration options

  • Customizable destination email address per queue.

  • Customizable instruction message per queue.

  • Security option to include a hidden reCAPTCHA for the CCAI Platform web SDK.

CCAI Platform web SDK

When the email option is selected, end-users can enable a rich text editor and bold, underline, or italicize their message, or add ordered and unordered lists. Messages are limited to 10,000 characters in length.

The formatting of text can be applied from the toolbar, or from common hotkeys such as Control+B to bold.

Show formatting

Hide formatting

End-users can also upload up to 5 separate attachments. The total maximum size of all attachments combined cannot exceed 18 MB

Adding a new attachment

A confirmation screen appears once the message is sent.

Confirmation screen

CCAI Platform mobile SDK

All of the CCAI Platform mobile SDK capabilities are the same as the web SDK, with these exceptions:

  • The mobile SDK supports picture and video attachments up to 18 MB in size.

  • The mobile SDK allows for multiple file types to be uploaded to the same message.

  • The mobile SDK supports uploading all file types (text, picture, video).

  • There is no rich text editor capability.

  • The reCAPTCHA capability is not supported at this time.