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
WeChat	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 v79	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