Chat Framework

Cobrowse

Desktop Chat was added with cobrowse and coview capabilities in January sprint released to production on 19-Feb. There is no usecase for Cobrowse to be added on mobile as AFV does the same thing.

Accessibility

Though desktop chat and mobile chat were designed with accessibility in mind, but they had major issues related to screen readers like JAWS (Desktop) and Voice Over (iOS). Since they were a client ask, these issues were fixed and are in QA due to be released in March first week.

Feature gaps

Features gaps between desktop chat and mobile chat were filled in by added missing feature in each and bringing them to common feature set.

Apart from numerous minor features, it also has the invites to be part of desktop chat. Standard invites, custom invites, Invites for other channels would be possible to be configured in desktop chat very soon.

Unified Chat

We have recently started working on Unified Chat. This involves merging the workflows of desktop chat and mobile chat as one. The intention is to keep single framework and two skins, so that existing consumers of framework do not see a difference in look and feel of DCF or MCF.

Self Service

WU self service was onboarded on DCF and necessary enhancement were done to support it. Though it is living on a separate branch, it would be migrated soon into master branch. This merging also started the multi channel interaction experience thought process.

Click to Call

Click to call initiation (screens and UI) have been integrated with MCF and very soon would be done on DCF as well, so that it's an out-of-the-box feature. Usecase is to trap the users who see Unavailable screen due to agent not availability on chat, apart from standalone C2C.

Chat Designer

Efforts have been put into enabling faster deployment of Chat Framework with changes coming in from clients, CSM, DSG, SDE and SD-Solutions teams. The changes could be Look and feel (CSS), Strings (Wording), Prechat-Postchat Screen, etc. Hence the first cut of Designer was born. It still has to align itself with other enabling apps in central. If required, we might cut down a few features if it makes sense in other tool or onboard a new feature if vice-versa. Nevertheless, it contains all features of themeroller with some new ones.