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Question: “How can I use PubNub for making a customer support chat application which has basic features like ClickDesk and Pure Chat?”
These apps are online live chat applications with a different set of features, such as video, voice, and social integrations. Well good news is, that’s right up PubNub’s alley. With PubNub, you can easily build and scale fully featured chat applications. That’s what we’ll do in this demo.
There is a lot to be considered when building a SaaS solution for customer support and sales communication. Your key focus must be on user experience for two types of recurring users: Desk Agents and Customer Prospects.
The “Agent” experience will include a GUI for easy administration and management of multiple conversation threads. The customer, or “Prospect” experience should be easy and minimal inbound and outbound communication including email/SMS/voice and other standard collaboration mediums.
Agent Admin (Sales/Support) Experience
In addition to the standard consumer experience you’ll need to create more components that connect with user’s every day communication patterns and business requirements. Email controllers and email parsers, connectors/plugins for CRMs like Salesforce, widgets and integrations with web form, web chat plugin, group chats, mobile GUIs and more.
You must make the user-to-user communication process as seamless as possible. This is the primary purpose of the SaaS customer support solution. Also don’t forget that security is crucial and expected.
PubNub helps you with a global data stream network for building a chat application (or any solution) that requires secure user-to-user real-time communication, including:
Getting started with PubNub is easy. You don’t need any servers, just your unique PubNub API keys. You’ll first need to sign up for a PubNub account. Once you sign up, you can get your unique PubNub keys in the PubNub Developer Portal.
Next you’ll want to access the PubNub connector SDKs which allow your Mobile Apps and Web Apps to communicate between users, independent of mobile or web platforms!
PubNub Resources for Getting Started
Download mobile app and web app SDKs
Optional server-side PHP, Ruby, Node.JS, Python
See all our other SDK options for PubNub chat real-time app communications: Real-time Software Development Resources, Tutorials & SDKs
PubNub uses the “channel” as the namespace communication pathway between each party member of a conversation. Group chats and one-to-one messaging occur over PubNub “Channels.” You’ll need to decide how to organize your channel naming practices to best setup a conversation between two or more users.
To connect an agent with a prospect, one option is to have a dedicated always-on “AGENT” channel. The “AGENT” channel will be opened via the PubNub SDK in your Agent’s Dashboard.
After the Agent is subscribed to the “AGENT” channel, the Prospect Customer is now able to send the Agent a signal indicating to initiate a chat. The Prospect Customer can do this with the PubNub Publish API call which sends an invitation for a chat conversation.
The Prospect Customer will subscribe to a uniquely generated channel name and publish this to the “AGENT” channel to all the Agent to begin a chat with the Prospect Customer.
Now the Agent can Publish to the Prospect Customer’s unique channel name to accept the conversation request.
Now the conversation has been started between the Support/Sales Agent and the Customer Prospect.
This will allow you to receive join, leave and state events on the customer prospect’s communication channel. Also you can issue a “quick line check” on the Prospect’s channel by using a “HereNow” method call.
Protect your apps with enterprise-grade encryption and fine-grain access controls to protect your agent user’s privacy over the internet.
Using PubNub Access Manager to grant and revoke access to data stream channels is easy using our included access control methods in the PubNub SDKs. You’ll use your PubNub Secret Key in order sign secure access requests for granting READ and/or WRITE access on a PubNub data stream channel.
Grants read and write permissions for 5 minutes. You can define the auth_key as any string value. The recommendation is a long and unpredictable string value for the auth_key.
See All SDK options for PubNub chat real-time app communications: Real-time Software Development Resources, Tutorials & SDKs
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