Communication Channels
Luma works with many different communication channels for having conversations with users. This article lists the latest status of supported and certified channels.
Note
- A channel marked as Certified has been fully tested for connectivity and user experience for all out of the box skills.
- A channel marked as Supported has been tested for connectivity and execution of several skills.
Channel | Status | Channel Type |
|---|---|---|
| Facebook Messenger | Certified | Rich Text |
| Google Hangouts | Supported | Rich Text |
| Microsoft Teams | Certified | Rich Text |
| Serviceaide Web Widget within Intelligent Service Management* | Certified | Rich Text |
| Serviceaide Web Widget embedded in other Web Sites* | Certified | Rich Text |
| Slack | Supported | Rich Text |
| Skype | Certified | Rich Text |
| /wiki/spaces/CloudITSM/pages/775585832 | Microsoft has announced end of support for bots connecting to Skype for Business; because of this, new bots cannot be added to Skype for Business channel after June 30, 2019. Existing bots will continue to work until October 31, 2019. | Text |
| /wiki/spaces/CloudITSM/pages/770506801 | Microsoft has announced end of support for bots connecting to Skype for Business; because of this, new bots cannot be added to Skype for Business channel after June 30, 2019. Existing bots will continue to work until October 31, 2019. | Text |
| WhatsApp via Twilio | Supported | Text |
| Supported | Text | |
| SMS | Coming Soon | Text |
* Serviceaide Web Widget is not a proactive channel, meaning Follow-Ups will only be sent to users when they are logged into the Web Widget. Other channels often send the user an email if they are not logged in. Serviceaide Web Widget can be embedded in other intranet and internet web sites such as Sharepoint.
If there are additional channels that you need supported, please reach out to our support team at support@serviceaide.com.
Languages
The below table defines the supported languages for the Luma platform.
Language | Skills Builder* | Agent Chat Console* | NLP Engine** |
|---|---|---|---|
| English | Yes | Yes | Yes |
| Portuguese | Yes | Yes | Yes |
| Spanish | Yes | Yes | Yes |
| Chinese | Yes | Yes | Yes |
* This refers to the Skills Builder and Agent Chat Console interfaces showing forms and labels in the specified language.
** This refers to the Natural Language Processing Engine understanding user conversations in the specified language.
Browsers
The following browsers are supported with Skills Builder and the Agent Chat Console.
Google Chrome | Mozilla Firefox | Apple Safari | Microsoft Edge | Internet Explorer |
|---|---|---|---|---|
v66 to v78 | v59 to v69 | v9 to v12 | 44 | 11 |
Note: The Automation workspace currently only supports Google Chrome. To learn more about Automation see Automation
Service Management Systems
For details on the out of the box skills and supported features please see the Connector Compatibility Matrix.
| Service Management Tool | Supported Versions |
|---|---|
| Serviceaide Intelligent Service Management | Latest release. All customers are on the latest release |
| CA Service Desk Manager | v12.7 and up including v14.1 and v17.1 |
| BMC Remedy | 9.1 |
| Cherwell | 9.5 |
| Freshservice | Available in Beta |
| ServiceNow | London Patch 8 |
| TOPdesk | Available in Beta for version 9.11.002 and above |
| BMC Footprints | Coming Soon |
| ConnectWise | Coming Soon |
| EasyVista | Coming Soon |
| HP Service Manager | Coming Soon |
| Kaseya | Coming Soon |
| ManageEngine | Coming Soon |
| Ivanti | Coming Soon |
Add Comment