Configure a Support SDK Channel

The Support SDK (Software Development Kit) channel can be integrated into mobile devices to provide a variety of support options. You can customize the appearance of the button, adjust availability, and even provide specific support solutions to your Customers. You can easily configure a Support SDK channel in the Channels section of the Settings view. Let's learn how!

Your ability to set up a Support SDK Channel depends on your Role & Permissions.

1. Click on your avatar at the top right, then click on Settings.

   

2. Click on Channels under Communications.

   

3. Click on Configure under the Support SDK channel.

   

4. If you plan on adding the Support SDK channel to an existing app, you can update the button's appearance by uploading a new image file. When you are done, click the Save & Nextbutton.

   

5. The Availability screen is being discontinued. Bots will be able to address availability with incoming chats. Click the Save & Next button to continue.

   

6. Update the Name to differentiate this from other Support SDK channels and select the Sponsor Team for new Cases that get created. You can also optionally choose a Fallback Team and one of your organization's Bots to send messages whenever a Customer starts a new chat session. Search for and select a Default Customer that new Cases will get created under when authentication is not applied.

   A Customer Attribute should only be selected if you plan on using an SSO (Single Sign-On).

   
   

   

   
   

7. Enable or disable the support options you would like to offer your customers by clicking the circle next to them. Users with programming knowledge can click on the Advanced tab for further configuration options. When you are done, click the Save & Next button.

   Required fields will have a red asterisk next to them. You will not be able to save the configuration until they are completed.

   Support Options

   Here is a list of all of the available support options and their functions:

   (The Title field will always be the text displayed on the corresponding button.) 

   • Knowledge Base - Give Customers the ability to search your libraries for articles. 
   • Chat - A chat Case will get created when Customers initiate new chats. Select the Owner Team of the Case from the picklist under Route issue to team.
   • Web - Provide a helpful link to your Customers. The URL (Uniform Resource Locator) needs to be a complete web address (e.g. https://help.goboomtown.com/) 
   • Phone - Give Customers a support number to call. Customers can also tap on the number to open a phone app if they have one installed on their device.
   • Email - Provide a tappable address for Customers to send emails to. 
   • Forms - Customers can fill out any of the General forms your organization has created in CXME. Selecting 1 form will take the Customer directly to that form. Selecting multiple forms will provide them with a list to choose from.
   • Screen Share - Users can initiate a video chat in CXME by clicking the video icon at the bottom of the Conversation panel in an active chat Case. 
   • Case History - Allow Customers to access and review previous Cases. 
   • Proactive - This option is being discontinued.
   • Call Me -  A new Case will be created requesting a User to call the Customer. Customers can provide a call-back number as well as a description. You can provide an automated text message response under SMS Acknowledgement that will get sent to the number the Customer provides. Select the Owner Team of the Case from the picklist under Route issue to team. You can also update the name of the Case that gets created. You can type PHONE between curly brackets ({ }) to insert the number provided by the Customer into the Case name. 
   • Journeys - Display active journeys associated with the Customer's Cases. 

   
   

   

   
   

8. If you are ready to use this channel, enable it by clicking the toggle switch. A developer in your organization will need to download the configuration file to integrate the Support SDK channel. (See technical information at the bottom of this article.) When you are done, click the Done button.

   You can return to previous screens by clicking directly on them at the top. 

   
   

   

   
   

9. Your Support SDK channel has been created! You can update the channel by clicking on the Edit icon or delete it by clicking on the Delete icon. You can also quickly enable or disable the channel using the toggle switch.

   

Technical Information

Implementation of the Support SDK is best left to an engineer or developer within your organization. Technical documentation for different devices can be found using the links below. Please email help@goboomtown.com for further assistance.

• iOS
• Android
• Cordova