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Social networks integration - Telegram, Viber, Facebook messenger etc.

viber facebook social

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#1 Mike

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Posted 28 March 2018 - 11:51 AM

Hi Livezilla!

For a long time we use Livezilla to serve our Customers, but our competitors offer much greater for social networks.

They can work with:
1. Telegram [chat]
2. Facebook messenger [chat]
3. Viber [chat]
4. Facebook
5. Vkontakte
6. Online chat
7. Callback (that initiates the script for external call-server)
thru one-channel technology.

Livezilla has an integration with:
1. Twitter
2. Facebook
3. Online chat

We cannot offer full service to our Customers and lose the market share. :shock:

What are your plans?

#2 Patrick Keil

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Posted 28 March 2018 - 02:30 PM

Hi,

Viber, Telegram and Whatsapp are on our list.

I expect Viber and Telegram to be available later this year and Whatsapp one an official API has been released.

Vkontakte seems to be pretty much "russia only" and we cannot add local social networks at the moment.

Callback function is available in LiveZilla as well.

Cheers.

#3 Mike

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Posted 28 March 2018 - 04:29 PM

Thank you Patrick.

What about Facebook messenger [chat] ?



> Callback function is available in LiveZilla as well.
Call back in Livezilla is just a new ticket that is marked as Callback type.

What I mean is a url string that could send parameters to the remote server to initiate a call to both parties.

#4 Patrick Keil

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Posted 29 March 2018 - 06:54 AM

Facebook messenger [chat] works fine with LiveZilla.

> Call back in Livezilla is just a new ticket that is marked as Callback type.

Yes, and the phone number is passed to skype or whatever you use for your phone calls.

#5 Mike

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Posted 03 April 2018 - 10:50 AM

View PostPatrick Keil, on 29 March 2018 - 06:54 AM, said:

Facebook messenger [chat] works fine with LiveZilla.

Am I able to CHAT with Facebook messenger User or messages will fall into TICKET section?

#6 Patrick Keil

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Posted 03 April 2018 - 12:30 PM

Correct, all Facebook communication is via ticket section, not via chat.

#7 Valentin Yaroshinsky

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Posted 19 April 2018 - 02:17 PM

Hi, we can add any new messenger , the only thing what we need from LiveZilla side is to extend current API: you need to add additional functions to chat :
1. create new chat
2. send message
3. webhook to get message
4. close current chat

in this case we can add all messengers including Vkontakte, Instagram, etc

#8 Patrick Keil

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Posted 20 April 2018 - 12:19 PM

Hi Valentin,

Our API already provides those functions, you just need to handle those conversations as tickets instead of chats.

#9 Valentin Yaroshinsky

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Posted 01 July 2018 - 09:02 AM

tickets interface is good for mailing, but ugly for chats , each message will looks like a separate email and it will bad customer experience. It much more better to serve all chats-like conversations in the same interface (chat window)

#10 Mike

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Posted 07 August 2018 - 01:45 PM

Valentin is completely right.
At this moment we don't use LZ for telegram chats and don't get all the advantages of it (I mean control and chats distribution system).

Guys from Livezilla, we need social media integration. Pure website chats are the very small part of customer communications nowadays.
You gave us the very useful client interface, a lot of server side settings, we bought the full version and would like to use it.

Thank you.

#11 Mike

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Posted 16 August 2018 - 12:33 PM

Hi!
Today we tested some alternative software that can be integrated with messengers.
It has not as lot of settings as Livezilla does, but it connects to messengers in seconds.

Here are some screenshot of Telegram integration:
https://telegra.ph/D...gration-08-16-2


And what is important, it work with messengers in CHAT style, not tickets.
(I even cannot imagine myself this:
-- You have a new ticket: Message from channel Telegram === "Hi!"
-- You created the new reply to the ticket from channel Telegram === "Hi! How could I help you?"
and so on...)

Patrick, of course we are very glad that in v.8 we will be able to put an image as a chat invite message, but you have no plans to integrate messengers even in this major update!

It seems to me that I'm explaining the obvious things: we all serve customers.
And our customers don't browse for websites anymore while they are standing in the store needing help from us.

They go to WhatsApp.
Or to Telegram.
Or Viber.
Searching for bot or contact - and CHAT to it!

I have 2 more request form this month where my customers need to answer chats from WhatsApp and Viber, secondly from Telegram. I cannot do it with Livezilla.

Please stop to decorate the client and server, LDAP and Geotracking is very important, but will be useless without chats.
Please reconsider the priorities.

If your customer will be made to find the alternative solution it will be very hard to get them back.

#12 Patrick Keil

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Posted 16 August 2018 - 01:52 PM

Thanks for your thoughts.

You may have noticed that our facebook integration is down for several weeks now. We tried everything to put it back online but facebook still says no, it's not "improving customer experience".

Even if we would manage to get the facebook app back online, we are not getting access to whatsapp api, which is obviously highly exclusive, invite only etc. We don't want to use the inofficial "hack" api provided by 3rd parties.

It would be good to have some sort of intermediate service that bundles all (or at least many) of these social media services but we haven't found anything suitable yet.


At the moment, it's unlikely that we are going implement any other social media channels the direct way.

Sorry.

#13 Mike

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Posted 16 August 2018 - 02:02 PM

Thank you Patrick again.

Is there any issues with Telegram?

#14 Patrick Keil

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Posted 16 August 2018 - 02:21 PM

We haven't tried telegram yet but I guess it's an easy thing to do. Unfortunately, telegram is rather exotic and even the facebook connector wasn't used much (we have quite good statistics).

And would it really help you when you have no facebook or whatsapp?

#15 Mike

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Posted 16 August 2018 - 03:22 PM

I understand very well what do you mean when you say you "don't want to use the inofficial "hack" api "
But it very clear that you will need to include messengers in you features.
Somehow.
Soon.
Maybe now.

View PostPatrick Keil, on 16 August 2018 - 02:21 PM, said:

even the facebook connector wasn't used much

Of course! It is not the chat. And was not in chat style. Should you include Telegram in ticket style it will also not be used. Don't be surprised.

View PostPatrick Keil, on 16 August 2018 - 02:21 PM, said:

And would it really help you when you have no facebook or whatsapp?

Ok, it is necessary to start somehow to this direction. Let's start from Telegram.

WhatsApp has the official API, maybe it is necessary to make a request?

And Valentin wrote about 4 additional methods on Livezilla API:

View PostValentin Yaroshinsky, on 19 April 2018 - 02:17 PM, said:

1. create new chat
2. send message
3. webhook to get message
4. close current chat

Maybe it is reasonable to add it? ))

#16 Patrick Keil

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Posted 17 August 2018 - 07:28 AM

Thanks again for your thoughts.

Quote

1. create new chat
2. send message
3. webhook to get message
4. close current chat

We will try to add that before release of 8.x.

#17 Mike

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Posted 17 August 2018 - 01:44 PM

Thank you Patrick.

#18 Mike

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Posted 28 September 2018 - 01:53 PM

Hi Patrick!

We are testing server 8.0.0.0 Apiv2 at the moment and we have not found all of those methods in it's API.
This method is missing: 4. close current chat

Have you implemented it?


And also, webhook in method 3 does not receive any messages except of chat text messages.
I mean that any service messages like automated greetings, wait messages, autodisconnect messages etc. are absent in webhook.

Link to picture: https://telegra.ph/A...illa-8000-09-28
Red messages works in web version and are absent in API version.

Moreover, timeout options like "Auto close chats on customer inactivity:" or "Auto close chats on operator inactivity:" does not affect chats initiated through API !


Patrick, we are trying to implement integration with 1.Telegram [chat] from our initial list, it is very clear task if the Livezilla's API will allow us to do it.

Waiting for your comments.

Attached Thumbnails

  • Attached Image: Livezilla_missing_mess_in_api.jpg


#19 Mike

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Posted 01 October 2018 - 03:47 PM

Hi again!

For couples of days we have implemented a kind of proxy server between Telegram and Livezilla.
Generally, It works.

But Livezilla's API seems to be not sufficient for this task.
We cannot close the chat, we cannot receive service messages, time-outs works unstable (if works).

Here are parallel screenshot of online chat and telegram chat - there is a significant difference.
===[ https://telegra.ph/M...zilla-API-10-01 ]===


Patrick, as you told, we started the way not to integrate social networks INTO Livezilla, but to use API to connect our "proxy" to Liveziila, and this way is also blocked against us.

Now we had already programmed our proxy that can connect Livezilla to social networks and could add Instagram, WhatsApp and other messengers in days!

And we stucked again. :sad:


What we can count on from your side?





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