Engage Digital | Intro to extensions

Last updated on December 19, 2021
The Extensions page allows you to enable certain opt-in functionality in the system, including features for authorization or system access, data management, message management, and agent tools. Before configuring any of these features in your account, you should enable the appropriate extension:
  • Agent Assist: Enables using the AI-powered engine of Google Agent Assist to provide suggestions to agents depending on the ongoing conversation. There are two types of suggestions currently supported in Engage Digital: Smart replies and FAQs.
  • Customer satisfaction surveys: Enables sending satisfaction surveys to users who have been supported by an agent. An agent can send a link to a customized survey to the customer through a private message on a channel that has private messaging capability.
  • Data purging: Enables the automatic suppression of messages and client information that exceed a retention period that you define. Unlike ignored contents, the purged data are deleted permanently and can’t be restored. Data will be purged the following day.
  • IP filtering: Restricts the list of IP addresses authorized to view the website.
  • JWT Single Sign On: Enables an SSO authentication module reserved for system administration.
  • Netino Moderatus: Enables the system to access Netino, a content moderation company, to filter and analyze the flow of conversations to be moderated.
  • Rules engine: Enables you to perform actions (categorization, ignoring, priority boost) based on specific conditions in the body of messages. To learn more, read Intro to rules.
  • SAML Single Sign On: Enables an SSO authentication module reserved for system administration.
  • Sentiment analysis: Enables the collection of sentiment analysis data on message body content.
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