Google Business Messages have rich asynchronous messaging services that help to establish effective business communication. It is also compatible with other Google products. You can now integrate Google Business Messages with Flow to automate customer solutions. If the resolutions can not be provided through the chatbots, you can easily switch over to the Agents with a stipulated response time.  Capabilities  Google Business Messages supports a wide variety of reply actions as seen in the messaging capabilities grid . Below is a detailed view of each capability.  Text Google Business Messages displays any plain text messages. Emojis Google Business Messages displays any Unicode emoji sent in text messages. Mobile users can use the emoji keyboard on their devices to send them. Image Google Business Messages displays static images. Card Google Business Messages displays cards. Cards must include title and optionally can include subtitle, media, action, and buttons.     Carousel Google Business Messages displays carousels that contain cards. You can add up to 10 cards to a carousel.  Button Google Business Messages displays buttons. You can add up to 4 buttons within a reply for the users to select from the options.  Configuration Before you begin, ensure that you have the Google Business Messages set up on your device. You also need to add Google Business Messages to your social channels in Khoros Care.  Open Khoros Care Admin . From the CONFIGURATION DASHBOARD , select Connection Console .  Select Google Business Messages in the Provider column.  Copy the External ID for the provider.  Perform the following steps to configure Google Business Messages in Flow: For a new project, go to the Integration tab.  Click the Add icon and select Integration from the drop-down menu. Select Customer Service in the Messaging section.  Select Khoros in the Add new integration section.  Enter the bot details and the External ID copied from the Khoros Care Connection Console. Select Google Business Messages from the Channel drop-down menu. Select Live from the Bot Mode drop-down menu . Click Save . Testing  Create a Flow with the Google Business Messages Capabilities listed in the Capabilities section. Open Google Business Messages and trigger the message.       

For the customers using Apple products, Apple Business Chat is an effective business communication channel. You can now integrate Apple Business Chat with Flow to automate the response. Capabilities Apple Business Chat supports a wide variety of reply actions as seen in the messaging capabilities grid . Below is a detailed view of each capability. Text Apple Business Chat displays any plain text messages. Emojis Apple Business Chat displays any Unicode emoji sent in text messages. Mobile users can use the emoji keyboard on their devices to send them. Image Apple Business Chat displays static images. File Apple Business Chat displays files and allows users to download them. Video Apple Business Chat displays videos and allows users to play them. Audio Apple Business Chat provides audio and allows users to play them. Location Apple Business Chat displays the Google Maps link of the location. Location messages include longitude and latitude coordinates. Card Apple Business Chat displays cards. Cards must include title and optionally can include subtitle, media, action, and buttons. Carousel Apple Business Chat displays carousels that contain cards. You can add up to 10 cards to a carousel. List Apple Business Chat displays lists that contain cards. Button Apple Business Chat displays buttons. You can add up to 4 buttons within a reply for the users to select from the options. Configuration Before you begin, ensure that you have the iMessage set up on your device. You also need to add Apple Business Chat to your social channels in Khoros Care. Open Khoros Care Admin . From the CONFIGURATION DASHBOARD , select Connection Console . Select Apple Business Chat in the Provider column. Copy the External ID for the provider. Perform the following steps to configure Apple Business Chat in Flow: For a new project, Got to the Integration tab. Click the Add icon and select Integration from the drop-down menu. Select Customer Service in the Messaging section. Select Khoros in the Add new integration section. Enter the bot details. Select Apple Business Chat from the Channel drop-down menu. Select Live from the Bot Mode drop-down menu . Click Save . Khoros Flow integrated with the Quick Replies for the Apple Business Chat (ABC). You can either send text or trigger Events using the Quick Replies. Add Quick replies for ABC: You can have between two and five customizable choices, and the user can select only a single item: In a Flow, drag an Intent to the canvas Drag a Reply to the canvas Select the Reply on the canvas and click the QUICK REPLY panel. Click ADD QUICK REPLIES Select Send Text or Trigger Event from the QUICK REPLY drop-down menu Enter the Label Enter the Value Click ADD PARAM and enter the parameter and value Click SAVE

Rich communication services (RCS) is an SMS replacement, mostly used to communicate with friends, family, and businesses. The specification is similar to Google Business Messages. Users can use RCS to send and receive text, images, locations, etc. without additional costs.   RCS Business Messaging (RBM) is used specifically for business communication. RBM supports similar features compared to Facebook Messenger and Instagram Messenger.  With this release, we have enhanced RBM integrations with these additional features:  Device capability check: Flow trigger verifies if the contact can receive the messages.  SMS fallback: Flow sends an invitation to the contacts to join RBM if the contact is unable to receive the messages through RBM.  These capabilities reduce the internal support cases and provide a seamless communication channel.  Configuration  To install and configure RBM, contact your Khoros Account Manager, Customer Success Manager or the Sales team.  Note: RCS is only supported on some Android devices and some third-party apps on iOS.  Capabilities  RCS supports a wide arrange of reply actions as seen in the messaging capabilities grid . Below is a detailed view of each capability. Video RBM displays videos and allows users to play them. With the video thumbnail, you choose an image to be displayed for the videos.  Card RBM displays cards. Cards must include a title and optionally can include subtitles, media, action and buttons. You can also choose Card orientation and thumbnail alignment.  Note: These attributes are specific to RBM. Carousel RBM displays a carousel that contains cards. You can readjust the width of a carousel.  Quick replies RBM displays quick replies. They are ideal for yes / no types of questions. Max 10 Quick Replies can be included per reply. You can view the location, dial a number and open a URL through Quick Replies.  Flow Design for RBM  You need to import contacts to the Flow and create a Broadcast trigger for the contacts. Through the Google API call, Flow verifies whether the phone number can receive messages through RBM. Based on the results, Flow tags the phone numbers as capable - true or false.  You can also add conditions to the broadcast payload to re-route the contacts based on your requirements.  For example, in the below screenshot, if the phone number is unable to receive messages through RBM, you can trigger the custom Cloud Action to send an invitation via SMS to join RBM.