Skip to content
New issue

Have a question about this project? Sign up for a free GitHub account to open an issue and contact its maintainers and the community.

Sign up for GitHub

By clicking “Sign up for GitHub”, you agree to our terms of service and privacy statement. We’ll occasionally send you account related emails.

Already on GitHub? Sign in to your account

Jump to bottom

Update index.md Changed 'Engage' product name to 'RingCX', eliminated product naming where possible, and minor fixes #177

Merged
merged 1 commit into from
Apr 29, 2024
Merged

Update index.md Changed 'Engage' product name to 'RingCX', eliminated product naming where possible, and minor fixes #177

Changes from all commits
Commits
Show all changes
1 commit
Select commit
File filter

Filter by extension

Filter by extension
Conversations
Failed to load comments.
Loading
Jump to
Jump to file
Failed to load files.
Loading
Diff view
Diff view
20 changes: 10 additions & 10 deletions docs/interactions/index.md
View file
Open in desktop
Original file line number Diff line number Diff line change
@@ -1,23 +1,23 @@
# Introduction to Engage Interactions
# Introduction to RingCX Interactions

<div class="jumbotron pt-1">
<h3 class="display-5">Getting Started with Interactions</h3>
<p class="lead">Within the Engage Platform, Interactions encompass the functionality relating to the exchange of information between agents and customers. It is through the Interaction API that developers can post messages back into 3rd-party sources.</p>
<p>We invite all developers to try out our Interactions API by writing a simple app to list threads that agents can engage with in almost no time at all. Get started using a Quick Start in any of the following languages:</p>
<h3 class="display-5">Getting Started with RingCX Interactions</h3>
<p class="lead">Within the RingCX Platform, Interactions encompass the functionality relating to the exchange of information between agents and customers. It is through the Interaction API that developers can post messages back into 3rd-party sources.</p>
<p>We invite all developers to try out our Interactions API by writing a simple app to list threads that agents can engage within almost no time at all. Get started using a Quick Start in any of the following languages:</p>

<a href="quick-start/#Javascript" class="btn btn-light qs-link">Node JS &raquo;</a>
<a href="quick-start/#PHP" class="btn btn-light qs-link">PHP &raquo;</a>
<a href="quick-start/#Python" class="btn btn-light qs-link">Python &raquo;</a>
<a href="quick-start/#Ruby" class="btn btn-light qs-link">Ruby &raquo;</a>
</div>

The Engage Interactions API encompasses the functionality necessary to manage the communication between agents and customers.
The RingCX Interactions API encompasses the functionality necessary to manage the communication between agents and customers.

## Core Concepts

### Sources

A "source" refers to the origination of a customer interaction. Sources are handles to third-party services, external to Engage. Source represent on which platform a given interaction is taking place. Example sources include: Twitter, Facebook, YouTube, etc.
A "source" refers to the origination of a customer interaction. Sources are handles to third-party services, external to the RingCX. A source represents on which platform a given interaction is taking place. Example sources include: Twitter, Facebook, YouTube, etc.

### Threads

Expand All @@ -29,7 +29,7 @@ When an agent chooses to engage with a customer within a thread, they create an

## Web Messaging

RingCentral Engage offers a fully integrated three-in-one source called **Engage Messaging**:
RingCentral RingCX offers a fully integrated three-in-one source called **RingCX Messaging**:

* Live Chat mode: This is a real time web chat channel.
* Messaging mode: This is an asynchronous web chat channel.
Expand All @@ -39,9 +39,9 @@ When the source is configured as messaging, the conversation histories are share

Learn more about creating a [web messaging channel](./web-messaging/index.md) so customers can interact with agents right from their browser.

## Engage Bots
## Bots

An Engage Bot is a specific kind of Engage integration that help developers build automated interactions. A bot follows this simple flow:
A RingCX Bot is a specific kind of integration that help developers build automated interactions. A bot follows this simple flow:

1. Bot is notified via a webhook of a new thread.
2. Bot fetches content associated with the interaction.
Expand All @@ -55,4 +55,4 @@ Chatbots can be used to perform any of the following functions:
* Resolve the associated intervention.
* Transfer the intervention to a human agent for resolution.

<a class="btn btn-primary" href="./chatbots/overview/">Build an Engage Chatbot &raquo;</a>
<a class="btn btn-primary" href="./chatbots/overview/">Build a RingCX Chatbot &raquo;</a>