Chat guide: task-oriented chats draft #2892
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| Delivering chat messages in realtime is key to an engaging experience. Ably's [serverless architecture](/docs/platform/architecture) eliminates the need for you to manage websocket servers. It automatically scales to handle millions of concurrent connections without provisioning or maintenance. Ably also handles all of the edge-cases around delivery, failover and scaling. |
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"engaging experience" I think is probably more fitting the livestream case - there are many cases of task-oriented chat where engagement in the enjoyment sense isn't really top-of-mind
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"a smooth online experience"?
I imagine for support, deliveries, etc. the goal is to not frustrate further (assuming if everything is ok to start with people don't use the chat)
For games it can be a way of increasing engagement
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| Each room includes all task participants: customers and agents in support, buyers and sellers in marketplaces, players in games, team members in projects. Participants can join and leave as the task evolves. Access to message history and other features can be granted to all or select participants via capabilities. | ||
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| ### Pricing flexibility |
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Probably more of a @m-hulbert question - but do we want to be calling out billing dimensions explicitly in the guide because if they ever change we have to go and update everywhere?
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| For task-oriented scenarios, history is almost always beneficial: | ||
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| * **Support tickets:** Agents can see the full conversation history to understand the issue |
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Perhaps mention something like "after handover from automated / AI support" ?
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| ## Push notifications | ||
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| Ably Pub/Sub channels can be used for push notifications. See the [Push notifications](/docs/push/publish) documentation for more details. Since Ably Chat rooms are backed by a single Ably Pub/Sub channel, you can use the same channel for push notifications to notify all participants in the room when something happens. |
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We need to check the implications on mutable messages of using the same channel for push notifications
Co-authored-by: Andy Ford <[email protected]>
3 participants
Description
Chats linked to something else, like a meeting or call, delivery, document like google docs, or a support ticket. Typically small groups or 1:1.
https://ably.atlassian.net/browse/CHA-900
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