ABHAVTECH DIGITAL CHANNEL DESIGN
CHANNEL CURRENT (UCCX) TARGET (WXCC) TIMELINE
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Web Chat Basic Enhanced Phase 2 (immediate)
Email Manual inbox Integrated Phase 2 (immediate)
WhatsApp Not available WhatsApp Biz Phase 2 (Month 2)
Facebook Not available Messenger Phase 3 (optional)
SMS Not available Via CCPP Phase 3 (optional)
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
DIGITAL AGENT CAPACITY:
* * * * * * * * * * * * * * * * * * * * * * *
Current Digital Agents: 25
Post-Migration Target: 50 (add 25 in Phase 3)
CONCURRENCY LIMITS:
Channel Concurrent Per Agent
Chat 3
WhatsApp 3 (shared with Chat limit)
Email 5
Voice 1
BLENDED AGENT MODEL:
Digital agents can receive voice overflow during peak times.
Voice agents do NOT receive digital channels.
WEB CHAT WIDGET CONFIGURATION
WIDGET DEPLOYMENT:
* * * * * * * * * * * * * * * * * *
Widget Type: Webex Connect Chat Widget
Deployment: JavaScript embed on www.abhavtech.com
Pages: Support, Contact Us, Product pages
WIDGET CODE SNIPPET:
* * * * * * * * * * * * * * * * * * * *
<script>
!function(e,t){
var n=document.createElement("script");
n.type="text/javascript",
n.async=!0,
n.src="https://chat.abhavtech.com/widget.js",
n.onload=function(){
WebexCCWidget.init({
orgId: "{{ABHAVTECH_ORG_ID}}",
entryPointId: "{{DIGITAL_CHAT_EP_ID}}",
theme: {
primaryColor: "#0066CC",
headerText: "Chat with Abhavtech",
logo: "https://abhavtech.com/logo.png"
},
features: {
fileUpload: true,
emoji: true,
typing: true
}
});
};
e.getElementsByTagName("head")[0].appendChild(n)
}(document);
</script>
PRE-CHAT FORM:
* * * * * * * * * * * * * *
Required Fields:
- Name (text)
- Email (email, validated)
- Topic (dropdown: Sales, Support, Billing, Other)
Optional Fields:
- Order Number (if Support selected)
- Phone (for callback)
BUSINESS HOURS BEHAVIOR:
* * * * * * * * * * * * * * * * * * * * * * * *
During Hours: Chat widget active, route to Digital_Chat_Queue
After Hours: Show message: "Our team is offline. Please email
support@abhavtech.com or call back during business
hours."
Alternative: Enable Virtual Agent "Abhi" 24x7 for basic queries
WHATSAPP BUSINESS INTEGRATION DESIGN
INTEGRATION METHOD: Webex Connect (IMI) WhatsApp Connector
WHATSAPP NUMBER: +91-22-XXXX-XXXX (dedicated business number)
BUSINESS ACCOUNT: Verified Abhavtech Business Account
MESSAGE TYPES SUPPORTED:
* * * * * * * * * * * * * * * * * * * * * * *
Text messages
Image attachments (customer sends)
Document attachments (PDF, invoice)
Location sharing
Quick reply buttons
List messages (menu selection)
Template messages (proactive notifications)
TEMPLATE MESSAGES (Pre-approved):
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
1. Order Confirmation:
"Hi {{customer_name}}, your order #{{order_id}} has been confirmed.
Expected delivery: {{delivery_date}}. Track: {{tracking_link}}"
2. Shipping Update:
"Your order #{{order_id}} has shipped! Track your package:
{{tracking_link}}"
3. Appointment Reminder:
"Reminder: Your appointment with Abhavtech is scheduled for
{{date}} at {{time}}. Reply YES to confirm or NO to reschedule."
4. Survey Request:
"How was your experience with Abhavtech? Rate us 1-5:
1 2 3 4 5 "
ROUTING FLOW:
* * * * * * * * * * * * *
1. Customer sends WhatsApp message
2. Webex Connect receives message
3. Virtual Agent "Abhi" attempts to handle (if enabled)
4. If handoff needed Route to Digital_Chat_Queue
5. Agent receives in unified Agent Desktop
6. Agent responds (appears as WhatsApp message to customer)
24-HOUR SESSION WINDOW:
* * * * * * * * * * * * * * * * * * * * * * *
WhatsApp limits business-initiated messages outside 24-hour window.
After 24 hours of customer inactivity, only Template messages allowed.
Solution: Send proactive Template if follow-up needed after 24 hours.