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Release Notes

Main

Knowledge Center

Communications Platform

SMS

SMS Basics

Why is my message failed with an Expired status
What are Escape characters?
What is the length of an SMS message?
What are the prices for SMS messages?
How long is a message valid before it gets status undeliverable?
How can I use Status Reports?

Delivery and Status

Why is my message failed with an Expired status?
What does the status of my message mean (SMS error codes)?
What does the status of my message mean?
The Message Log indicates a message is delivered, but the end-user did not receive it.
Why are my messages not delivered?
What causes a delay in delivering messages?
Will I still be charged for failed SMS?

Business Messaging API

How can I send SMS Messages using the HTTPS API?
Where can I find my Product Token?
Can I whitelist the IP address of your API?
What does the PHP SSL Connect error mean?
What does the status of my message mean (API error codes)?

Other SMS Connections and Integrations

How can I send SMS messages using a SMPP connection?
What are the default SMPP connection parameters?
How can I send SMS messages using my email?

WhatsApp Business

Getting Started with Whatsapp

What can my company use WhatsApp for?
Where can customers find your contact details on Whatsapp?
Can I start the conversation with WhatsApp sandbox environment?
How to Set Up and Test With the WhatsApp Sandbox
Can I use chatbots combined with Business Messaging or WhatsApp for Business?
Do I need an opt-in to send WhatsApp messages to my customer?
Are there rules and regulations for using WhatsApp?

Whatsapp Business Account

Embedded signup
How to complete the Facebook Business verification?
Where is my Facebook Business Manager ID?
What companies can get an official WhatsApp Business account?
Can I add multiple numbers to my WhatsApp account?
How to approve "messaging on behalf of" requests?

Whatsapp Templates

How do I create a WhatsApp message template?
WhatsApp Template Rejection
Why do some Message templates get rejected by WhatsApp Business?

Other Channels

Facebook

Onboard Facebook Channel
Onboard Facebook Profiles

Instagram

Onboard Instagram Channel
Onboard Instagram Profiles

Viber

How do I connect to Viber?

Apple Messages for Business

How can I get an Apple Messages for Business account?
How to contact my business through Apple Messages for Business?
Can I message my employees or other businesses through Apple Messages for Business?
Which operating systems can use Apple Messages for Business?
Do I need a human agent with Apple Messages for Business?
What is an iMessage app and why would i need one for Apple Messages for Business?
What is Chat suggest?
How do I enable Chat Suggest?
Apple Messages for Business in your Customer Contact Center. What is a Customer Contact Center?
Can customers add others to start a group chat in Business Chat?
Apple Messages for Business - GDPR

Messaging Logging and Analytics

Messaging Analytics

Introduction guide Messaging Analytics

Getting Started with Message Insights

The terminology of Message Insights
Getting to Message Insights from another app
How to select a time interval in the Message Insights?
How to filter messages in the Message Insights?
How do I save changes on my view?
How do I search for multi-part messages?
How do I see the data of my multipart Messages?
How to get insights in your messaging costs?
How to export Message Insights results?
I got the warning: "Could not fetch all message parts. X are missing", why?

Message Insights Access and Privacy

What will I see in the table when some columns are restricted?
Who manages the access of the columns?
Which columns have an exception on access level?
How long will messages be visible in the Message Insights?
How to see the Message Content in Message Insights?
What happens when adding or editing a view with restricted columns?
How to request access for a certain column?

SIP Trunking

General information

Which session interval timer should I use?
For what period can I request Call Detail Records?
What audio codecs are supported (Voice Management)?
What is a CDR, and where can I get it?
How do I send calls anonymously?
SIP INVITE Header format
How do I authenticate when setting up calls through a CM SIP Trunk?
How to blacklist or whitelist destinations (Voice Management)?
Is the T.38 Fax protocol supported?
Can I still connect when my system does not support REGISTER or DIGEST AUTH?
Is the CM Voice platform geo redundant?
What are Concurrent Channel and Calls Per Second limits?
Are calls supported via UDP and TCP?
Understanding MTU on SIP Platforms

Getting started

Why is my Voice account blocked
What IP subnet to whitelist SIP trunk
Why and when is a SIP account banned?
Help, my SIP Trunk is blocked! Why and what now?
How to configure a back-up trunk?
How to set up a SIP trunk in the Voice Management application?
How to create a SIP account?
How to set up a flow in Voice FlowBuilder?

CLI (Calling Line Identification)

What is a CLI?
Can I use a mobile number as CLI?
Can I use a service number within NL as CLI?
Do I always have to send a valid CLI with a call?
What phone number formats are supported?

DDI numbers

How do I order a new DDI number?
How to request NL 3188, 31800 or 3190x numbers
How do I configure a DDI for incoming calls?
How do I register / update my DDI information?
Can I port my existing numbers to CM?
Cancel phone number subscription
Why are incoming calls to my numbers not working?
Number Requirements

Integrations (PBX)

How to integrate CM SIP trunk with Asterisk PBX
How to integrate CM SIP trunk with 3CX

Pricing

How is SIP Trunking billed?
How are calls to Dutch premium numbers billed?
Which calls are surcharged with special rates?
How are calls to EU countries with a non-EU CLI billed?
What are the prefix groups?

Regulations

SIP Trunking - Regulations Australia (+61)
SIP Trunking - Regulations Belgium (+32)
SIP Trunking - Regulations China (+86)
SIP Trunking - Regulations France (+33)
SIP Trunking - Regulations Hong Kong (+852)
SIP Trunking - Regulations Italy (+39)
SIP Trunking - Regulations Japan (+81)
SIP Trunking - Regulations The Netherlands (+31)
SIP Trunking - Regulations New Zealand (+64)
SIP Trunking - Regulations Singapore (+65)
SIP Trunking - Regulations South Africa (+27)
SIP Trunking - Regulations Spain (+34)
SIP Trunking - Regulations Turkey (+90)
SIP Trunking - Regulations United Arabic Emirates (+971)
SIP Trunking - Regulations United Kingdom (+44)

Anti Spoofing Regulations

Anti Spoofing - Belgium
STIR/SHAKEN - France

Phone Numbers

SMS Phone Numbers

How to request an SMS number?
Configuring your Trial phone numbers when using CPAAS Trials

Payments Platform

Online Payments

E-commerce Payments Platform

How can I access the CM Payments portal / back office?
How can I check if a customer has paid (CM Payments)?
How can I automatically download CM Payments reports?
How long does it take for a CM Payments refund request to be processed?
Does your bank statement mention CM.com stichting?
Where can I find an overview of my CM Payments refund requests?
Where can I find customer details in CM Payments?
Where can I find my payout details CM Payments?
When do I receive a payout from CM Payments?
Why didn't I receive an invoice from CM Payments?
How will I be informed about a transaction status change (CM Payments)?
Which languages are supported on the CM Payment menu?
Paypal error Docdata
Request Termination of Docdata Contract
Redirected for authentication status DOCDATA
What is the difference between an update URL and a return URL of an order (CM Payments)?
Is it possible to use multiple Return URLs CM Payments?
Is status polling allowed with CM Payments?
Weekly payout merchant Docdata

iDEAL QR

What components does iDEAL QR consist of?
How does iDEAL-QR differ from the QR solutions that SNS bank and bunq currently offer?
What is the advantage of iDEAL payments with iDEAL QR codes?
How does payment with iDEAL QR work?

in3

POS Terminals

FAQ Payplaza English

Support window and contact information POS support
Sign Up
Technical issues payment terminals
Service Level Agreement (SLA)
Plug and Play
Transactions
Pin receipts
Creditcards
Accessories
Order status
Location

FAQ Payplaza Nederlands

Bereikbaarheid POS support team
Aanmelden
Technische problemen bij uw betaalautomaat
Service Level Agreement (SLA) gebruik
Plug & Play
Transacties
Pinbonnen
Creditcard gebruik
Accessoires betaalautomaten
Orderstatus
Locatie van de betaalautomaat

Cash Register & Kiosk

General information

First-time use
Environments
Release notes
Software updates

Ecosystem

Management

Product management

Products

Types
Variants
Periodic pricing

Value Added Tax (VAT)
Modifiers
Tags
Categories

User management

(Management) Users
Cashiers

Channel / POS management

Cash Register

Add Cash Register
Edit Cash Register Layout

Mobile order

Add Mobile order
Edit Mobile order

Kiosk

Add Kiosk
Edit Kiosk

Style & layout templates

Style templates
Layout templates

Statistics

Reductions and discounts

Discounts
Cash cards
Hospitality cards

Automation rules

Prioritizing automation rules
Managing automation rules
Managing conditions
Managing actions

Inventory management

Inventory
Suppliers

Order management

Orders
Z-Reports

Terminal management

System

Public
Receipt & Balance

Connected devices
Audit trail
Scheduled jobs

Kitchen display

Setup

Kiosk

Point of sale

Setup
Refunds
Quantity bar
Settings
Screen lock
Search bar
Pay on invoice
Shifts, Z-reports and X-reports

Receipt

Send digital receipt
Print receipt
View digital receipt

Balance

Check balance
Check history
Connect phone number

Configuration
Shortlink
QR codes

Customer Facing Display
Pick-up Display

Integrations

Payments

Adyen
Payplaza / CM.com
Zettle

Ticketing

Global Ticket

Data

Customer Data Platform
Data connector

Accountancy

Wisteria

Hardware

Cash registers
SmartPOS / Sunmi
Kiosk.

Printers

Getting started
Drivers
Functionalities
Compatibility

Handheld scanner
Terminals

Feature matrix

Instructions & tutorials

Instruction videos (EN)

How to create a point of sale
How to add a new product
How to send a receipt
How to use the cup retour functionality
How to place a new order
How to do a refund
How to apply a discount

Work Instructions (NL)

Werkinstructie - Kitchen Display System (KDS)
Werkinstructie - Point of Sale (POS) Systeem

CM.com Account

Getting Started with your CM.com Account

Where Can I Find My CustomerID and CompanyID?
How Do I Know If There Is an Incident with CM.com Services?
Where Can I Find All Information About APIs and SDKs?
How Do I Change the Interface Language of the CM Platform Account?
Where Can I Find My Product Token in the CM Platform?
How Can I Find an App on the Platform?
Is It Possible to Test Our Services?
How to Start Using Our Services?

Login and Security

How Can I Log In to My CM.com Dashboard?
How Do I Reset My Password?
What to Do if My CM Platform Account Gets Locked/Blocked?
How Do I Enable Two-Factor Authentication?

User Management

How Can I Add Users to a CM.com Platform Account?
Changing User Roles on the CM.com Platform
What Are the Different User Roles for a CM.com Platform Account?

Top-Ups and Invoices

What Does Top-Up Mean?
How Do I Top-Up?
Which Payment Methods Can I Use to Do a Top-Up?
How Long Will It Take to Get My Credits?
Will I Be Notified When My Balance Is Low?
How Do I Transfer Credit from One Account to Another?
What Is My VAT Rate?

Account Details

Can I Change My Company Details?
How Do I Change My Invoice Email Address?
How Do I Fill In My VAT Number?
Can I Delete My Account?
I Wish to Cancel My Subscription. How Can I Do That?

Mobile Service Cloud

User Guides

General Information Users

An Introduction to User Guides
Where Can I Find the E-learnings (Portal)?
Where Is Data Stored and Processed?
How Long Is Data Retained?

Definitions / Concepts

What Is an Agent?
What Are Web Stores?
What Is a Channel?
What Is a Subscription?

Login / Authentication

How Do I Login?
How Do I Change My Password?
How Do I Retrieve a Forgotten Password?
How Do I Start Using Enterprise SSO?

The Dashboard

What Can I Do on the Dashboard?
How Do I Use and Manage My Conversation Tabs?
How Do I Effectively Use Search?
How Do I Use Statuses?
How Do I Use My Inboxes?
How Do I Use Inbox Filtering?
How Do the (Instant) Workload Indicators Work?

Dashboard Widgets

What Do Dashboard Widgets Show?
What Does My Inbox Overview Show
How Do I Use My Inbox Overview?
What Does the Team Inbox Overview Show?
How Do I Use the Team Inbox Overview?
What Does My Performance Data Widget Show?
What Does My Service Performance Widget Show?

Conversation View

How Can I Use the Conversation View?
How Do I Use Pinned Messages?
How Do I Use Conversation Links?

Customer Panel

Where Do I Navigate to the Customer Panel?
What Can I Find in the Customer Panel?
What Can I Find in the Customer Profile?
What Can I Find in the Orders Section?
What Can I Find in the Conversation Section?

Conversation Tools

How Do I Use Snooze?
How Do I Use Suggested Answers?
How Do I Use Tagging?
How Do I Use Auto Translations?
How Many Languages Does Auto Translate Support?
How Do I Send a Message Without Clicking the 'Send' Button?

Bot Handovers

AI Assistant

How Do I Use the AI Assistant in Mobile Service Cloud Suite?
How Do I Use Agent Invoke?

Native Voice for MSC

What Is Native Voice?
How Do I Use Statuses and Handle Incoming Calls?
How Do I Pick Up, End and Start a Call?
How are Failed Calls Handled in Native Voice?
How Do I Execute Internal or External Collaboration Calls?
How Do I Configure My Audio Devices?
How Do I Configure My Browser Settings?
How Do I Listen In to Live Calls?
How do I use Call Recordings?
In Which Countries is Native Voice Supported?

Tutorials

How do I format my text replies?
How do I start a new conversation?
How do I edit the subject of a conversation?
How do I switch sound/mail notifications on or off in MSC?
How do I add an attachment to a conversation in MSC?
How do I Create an Effective Channel Strategy?
How to Use the Analytics Portal to Forecast Staff Planning

FAQ's and Issues

I cannot reach the Agent Inbox
I cannot login to the Agent Inbox / Mobile Service Cloud
How do i configure the application language?
Not receiving notifications of conversations in MSC
Why do I receive more conversations compared to my co-workers?
Can't change a user status in the team inbox overview
Search results can not be found
Live chat is received outside service hours
How do I get back an archived conversation?
Why does a customer's reply start a new conversation?
Why does the platform look distorted or misaligned on my screen?
Why Can’t I Call a Customer from Their Profile?
Why did I still receive a Live Chat outside of service hours?

Configuration and Admin

General Information for Configuration & Admin

Introduction to Settings
How Do I Navigate the Settings?
How Do I Manage Access to the Settings?

Team (User) Configuration

How Do I Configure My Team?
How Do I Configure User Settings?
How Do I Create/Add a User (Without Using SSO)?
How Do I Create/Add a User (While Using SSO)?
How Do I Configure Auto Translations?

Web Store Configuration

Explained: What Are Web Stores?
How do I create a web store?
How do I configure a web store?

Templates Configuration

How Do I Configure and Use Templates?
How Do I Configure and Use the Service Hours Template?
How Do I Configure and Use the Conversation Templates?
How Do I Configure and Use Contact Tab Templates?
How Do I Configure and Use Email Templates?
What Do the Template 'Variables' Mean?

Triggers (Routing) Configuration

How Do I Configure and Use Triggers?
How Do I Create and Configure Rule-Based Triggers (Basic)?
How Do I Configure and Use More Rule-Based Triggers (Advanced)?
How Do I Configure and Effectively Use Advanced Triggers?

Conversation Tools (How-To's)

How Do I Configure Tag Categories and Tags?
How Do I Create and Use an Effective Tag Structure?
How Does Automated Tagging Work?
How Do I Configure Suggested Answers?

AI Assistant Configuration

How Do I Configure The AI Assistant?
How Do I Add Agent Inbox Context To Agentic Flows?

Messaging Channels

How Do I Implement the Contact Tab?

Email Channel

How Do I Configure the E-Mail Channel?
How Do I Configure SPF?
How Do I Configure DKIM?
How Do I Configure DMARC?

Native Voice Channel

How Do I Configure WhatsApp Call Deflection?
How to Set Up Default Audio Files for Native Voice?
How to Set Up a Basic Voice Flow in the Voice Flow Builder

VoIP Channel

How Do I Integrate with a VoIP Provider?
How Do I Configure a Voys (VoIP) Integration?
How Do I Configure a Xelion (VoIP) Integration?

Integrations for MSC

How Do Dynamic Integrations Work?
How Do I Configure a Dynamic Integration?
How Do I Configure a Marketplace Integration?

FAQs and Issues for MSC

What Does Choosing a Default Web Store in Your Profile Do?
User with the Same Email Address Already Exists
I Get an Error Message When Adding My Suggested Answer
How Do I Configure My Own Picture in My Email Signature?
Changed My Email Signature, but I Don't See My Changes in the Mail I Sent
Images in Our Email Signature Don't Work (MSC)
MS365/Outlook: Run Command: Enable_Organization Customization

Channels information

Introduction Channels

What Channels Are Supported?
What Are Instant and Non-Instant Messaging Channel Modes?

WhatsApp Channel

What Is WhatsApp as a Channel?
What Are the Benefits of Using WhatsApp in Service?
What Features Are Supported on the WhatsApp Channel?
How Do I Configure and Use WhatsApp Templates?

Carrier Channels

What Are Carrier Messaging Channels?
What Are the Benefits of SMS as a Service Channel?
What Features Are Supported on the SMS Channel?
What Are the Benefits of the RCS Channel?
What Features Are Supported on the RCS Channel?

Social Channels

What Are Social Channels?
What Are the Benefits of Social Channels as Service Channels?
What Features Are Supported on the Social Channels?
Instagram messages not received (anymore)

OTT Channels

What Are OTT Channels?
What Are the Benefits of OTT Channels as Service Channels?
What Features Are Supported on OTT Channels?

Live Chat Channels

What Are Live Chat Channels?
What Are the Benefits of Live Chat Channels as Service Channels?

Migrating to Web Conversations: A Comprehensive Guide

Use Cases for Web Conversations
Feature comparisons

Email Channel in MSC

What Are the Benefits of Email as a Service Channel?

Native Voice Channel in MSC

What Is Native Voice in MSC?
What Are the Benefits of Phone as a Service Channel?

Phone (VoIP) Channel

What Is the Phone (VoIP) Channel?
What Are the Benefits of Phone (VoIP) as a Service Channel?
What Features Are Supported on the VoIP Channel?

Data and Insights

Introduction for Data & Insights

Where Do I Find the Insights I Am Looking For?
How Long Is My Data Retained?

In-App Reporting

What Can I Expect From the In-App Reporting?
Where Can I Find the Reporting?
What Data Can I Find in the Reporting?
What Tools Are Available Within the Reporting?
Who Can Access the Reporting?

Analytics Dashboards

What Advanced Analytics Dashboarding Is Available?
Executive Summary Dashboard
Main Stats Dashboards
Workload Dashboard
Agent Performance Dashboard
Tagging Dashboard
Native Chat Dashboard
Native Voice Dashboard
Glossary
Workforce Management Use Case: Optimizing Customer Service with Analytics

Tableau Migration

Dashboard Comparisons
Definitions and Changes

Realtime Wallboards

How Do I Use the Real-Time Wallboards?
How Do I Authenticate a Wallboard Screen?
How Do I Manage Wallboard Presets?
How Does the Productivity Wallboard Work?
How Does the Voice Workload Wallboard Work?
How Does the Sales Insights Wallboard Work?
How Does the Instant Workload Work?

Data Warehouse

How Do I Access the Raw Contact Center Data?

FAQs and Issues Data & Insights

Wallboard and Team Inbox Overview Do Not Match
Differences Between Mobile Service Cloud Reports and CM Analytics Portal

Scripted Chatbot

How to Start with Scripted Chatbots?
How Do I Use the Scripted Chatbot?
Steps

Usage

Date/Time Based Continuation
User Input Based Continuation
Sending Data Over HTTP
Getting Data Over HTTP
Extract Part of the Entry Step Input

What Are Variables in Scripted Chatbots?
How to Create Your First Scripted Chatbot?

Mobile Marketing Cloud

General MMC

How Do I Use the E-Learning Portal?
How Do I Get Opt-In Consent for Sending Email, SMS, and WhatsApp?
What Are the General Products of Mobile Marketing Cloud?
What Are Common Use Cases for Mobile Marketing Cloud?

Address Book

How Do I Use Address Book to Import Contacts?
How Do You Verify Email Addresses?

Customer Data Platform

General CDP

How Can I Use the Landing Page Effectively?
How Do I Navigate the Customer Data Platform?
How Do I Change Data Retention Settings in the Customer Data Platform?
How Do I Get Notified When I Reach My Max Stored Contacts?
What Is the Difference Between Profiles and Events in the Customer Data Platform (CDP)?
How Do I Gain Insight into My Profiles in the CDP?
What Can I Do with the Three Dots on a Profile in the CDP?
Standard Retail and Ecommerce Events
How to Delete Profiles from the Customer Data Platform?
How Can I Export Data from the CDP?

File Upload

How to Do a File Upload in the Customer Data Platform
How to Upload Consent via File Upload in the Customer Data Platform
How to Delete Events from the Customer Data Platform

Segments

Segment Overview
How Do I Create a New Segment in CDP and Synchronize It with Addressbook?
How to Export a Segment to Meta (Facebook) Audiences
How to Create Segments Based on Events
How to Create Segments on Profile Information
How to Use Timerange Filters
How to Create a Consent Segment

Consent Management

How to Create a Customized Consent Management Page in the Customer Data Platform

Workflows

How to Set Up Multi-Language Campaigns
Extensive Guide to Setting Up a Workflow in the Customer Data Platform
How to Create a Single-Step Workflow?
How to Set Up Scheduled Workflows (Recurring Flows)
How to 'Enroll' a Profile into Another Workflow
How to Set Up 'Active Hours' in Workflows

Understanding Funnels in the CDP

Integrations MMC

Explanation of Integrations of External Systems with the Customer Data Platform
How to Set Up a Polling Integration
Explanation of Integrations with CM.com Solutions - Not Mobile Marketing Cloud
How to Create a Custom Integration
How to Connect Spotify to CDP
Explanation of Standard Internal MMC Integrations (Campaigns, Email Campaigns, Pages)

Logging

How to Check Event Logging

Campaigns

General Information Campaigns

Introduction to Campaigns
Navigate to and Through the Campaigns App
The Basics of Sending SMS within Campaigns
The Difference Between Regular and Triggered Campaigns
Character Limits of an SMS and the Effects on Pricing in Campaigns
The URL Shortener in Campaigns
Understanding Campaign Statistics
Sender ID Regulation for SMS
Your AI Assistant in Campaigns

How-to's Campaigns

How to Create a Message Template & Archive Campaigns?
How to Use the Content Manager in Campaigns?
How to Send a Complete SMS Campaign?
How to Create a Campaign with a WhatsApp templated message?
How to Send WhatsApp Free-Form Messages Using Campaigns?
How to Add Branded Shortlinks in the Campaigns App?
How to Integrate Branded Short Links in Your Campaigns?
How to Send a Test Message in Campaigns?
How to Use Merge Tags Within Campaigns?
How to Add a Page to a Campaign?
How to add links to your push message in the Campaigns app?
How to Manage Opt-Out for SMS Campaigns?

WhatsApp Campaign FAQs

Email Campaigns

General Information E-mail Campaigns

Introduction to Email Campaigns
Best practices for email campaigns to optimize open & click rates
The importance of warming up your domain & how to determine success
Differences between newsletters & triggered email campaigns
Different building blocks of an Email Campaign
Fonts in Email Campaigns
Date retention policy for Email Campaigns
DMARC and how it protects your domain reputation
Improve internal (same domain) email deliverability for Office 365

How-to's E-mail Campaigns

How to navigate to and through the Email Campaigns app?
How to validate a new domain?
How to create an email template?
How to create a newsletter email campaign?
How to create a triggered email campaign?
How to Set Up Multi-Language Email Campaigns
Should Images Be Base64 Encoded When Sending With the Bulk Email API
Send Email Campaign to a List in Address Book
How to Integrate Your Consent Page in an Email
How to Read Email Campaigns Statistics
How to Delete a Person from the Suppression List in Email Campaigns
How to Use Branded Shortlinks in Your Email Campaigns?
How to Create an A/B Testing Email Campaign?
How to Use Google Postmaster Tools to Improve Your Email Reputation - Email Campaigns
How to Add the Unsubscribe Link to an Email
How to Send a Test Email with Email Campaigns?
How to Include a Page in an Email Campaign
How to Use Link Tagging?
How to Use Mergetags in Email Campaigns
How to Use Conditional Content in Email Campaigns?
How to Use Item IDs to Incorporate Product Feed Data in Your Email Campaigns?
How to Use Segments to Incorporate Product Feed Data into Your Email Campaigns?
How to Validate Domains
How to add a sender address?

Email Deliverability

Introduction to Email Deliverability
Understanding Email Basics
Sender Reputation
Email Authentication Protocols
List Management and Hygiene
Content and Design Best Practices
The Email Warm-Up Process: A Guide to Scaling
Basic Technical Aspects of Email Delivery
Compliance with Email Regulations

Pages

General Information Pages

Limitations to Iframing with Payment Buttons
Send a Page with WhatsApp
Navigate to the Pages App
Preview Your Page on Phone/PC
Statistics in Pages
Send a Page with Campaigns or Email Campaigns

How-to's Pages

How to Connect Pages with a Form to the Customer Data Platform?
How to Set Up a (Mobile) Landing Page with Pages
How to Create a Template in Pages?
How to Connect iDEAL QR Codes to Page to Show Amount Raised and Donations?
How to Create a Public Link or Instance for a Page
How to Embed a Page on a Website?
How to Include Consent in Your Page

Voice Campaigns

Sending Out a Voice Campaign

TraceDock

General Information TraceDock

Best Practices for Implementing TraceDock
Quick Installation Guide
Cloudflare Support
How Is TraceDock Compliant to Local Cookie Laws?
Which Products Does TraceDock Offer
How Does TraceDock's Server-Side Transaction Tracking Work?
How Does TraceDock's Cookieless Data Collection Work?
How Is TraceDock GDPR Compliant?
Evaluate the Impact of TraceDock
How Does TraceDock Recognize Ad Blockers?
How Does TraceDock Extend the Cookie Lifetime to 180 Days?

How-to's TraceDock

How Does Stitching in TraceDock Work
Configuration - First Party Data Collection
Configuration - Server-Side Transaction Tracking
Configuration - Cookieless Data Collection
How to Set Up GA4 Custom Dimensions
How Can I Implement TraceDock

Web Personalization

How-to's Web Personalization

How to Set Up Web Personalization

Product Feed

Introduction
Setting Up

AI Personalization Engine

Getting Started - Configure Data Connection to the Customer Data Platform

Personalization Modules

Attribute Tagger
Base User Item Recommender
Base Item Item Recommender
Behavioral Trigger
Contextual Product Recommendation
Item Enricher
User Enricher
Personalized Product Recommendation
Event Based Retargeting
Attribution
RFM Scorer

Content Manager

General Information Content Manager

What is the Content Manager?

How-to's Content Manager

How to Use the Content Manager in the Campaigns App?

Conversational AI Cloud

General Info

General Information CAIC

Recommended Browsers
Where Can I Get Updates About Conversational AI Cloud?
E-Learning Portal for CAIC
Where Can I Find Developer Documentation?
How Do I Change the Application Language?
How Do I Change the Project Language?
How Do I Find the Customerkey, Projectkey or Culture of My Project?

Access to CAIC

DigitalCX <> CM.com platform migration article
Where Do I Log In?
Why Can't I Activate My Account?
How Do I Change My Password for CAIC?

Definitions

Context in Data
Data Characteristics
Data Definitions
Dialogs
Events
Users
FAQ Clicks and Search
Reporting Data
Interactions
Session Timeouts
Transactional Dialogs (T-Dialogs)
Sessions
Session Mode
User Properties

Known Issues and Bugs

Send a Ticket to Support
Why Do I Get an Error When Downloading CSV From the Dashboards?
Error Message: Header Field Too Long

Metrics

Conversational AI Cloud Metrics
Precision, Recall, and F1-score

Natural Language Processing (NLP)

Natural Language Processing (NLP) in CAIC
Multi-Engine NLU
Recognition
Generative AI in CAIC
Language Detection and Content Translation
Why Does the Language Detection Model Sometimes Misidentify One Language as Another, Like Confusing Dutch for English?
Hybrid NLU

Webhooks

What are Webhooks?
Types of Webhooks
Webhook Configuration
Validate T-Dialog Slots With a Webhook
Webhook Logs
DEPRECATED: Conversational AI Cloud Certificate

Features

Autocomplete

Autocomplete in CAIC

Autocorrect

Autocorrect in CAIC

Data Masking

Masking Data

Device Detection

Device Type Detection

Feedback

Feedback in CAIC
Negative Feedback Not Being Logged in Feedback Dialog

Knowledge (HALO)

Knowledge in CAIC
HALO Tips and Tricks

SSML (Voice)

Introduction to SSML
Adding SSML Content
SSML Elements
How Do I Test SSML Content
How Do I Set Up Feedback in a CAIC Voice Project

Workflow

Workflow in CAIC
Workflow Guide
Which User Roles Have Enforced Workflow?
Can I Bypass Workflow?

Feature Explained: Page Push

Admin Portal

Getting Started with the Admin Portal

CMS User Interface Languages
Where Can I Log Into the Admin Portal?
How Do I Switch Between Projects in the Admin Portal?
How Do I Change My Phone Number for the Admin Portal?

Account

Overview of Session Tiers and Package Types
Overview of Session Tiers and Package Types
How Do I Upgrade or Downgrade My Conversational AI Cloud Package

Users in CAIC

Where Can I Manage the Users for My Project?
How Do I Invite a New Project Admin?
How Do I Invite a New CMS User?
How Do I Change a CMS User Role?
Overview of User Roles
How Do I Delete a Project Admin?
How Do I Delete a CMS User?

Logs

Where Can I Find Logs for My Project?

Projects

How Do I Create a New Project?
How Do I Change the Publish Settings for My Project?
How Do I Add or Remove a Language in My Project?
Where Can I Find an Overview of My Project?
Where Can I Change My Project Settings?
How Do I Delete a Project?
Can I Restore a Project That Was Deleted?

Channels

Channels in the Admin Portal

Integrations with CAIC

Introduction to Integrations
WhatsApp Integration
Facebook Messenger
X (Twitter) Direct Message
Instagram Direct Messaging
Apple Messages for Business in CAIC
Google Business Messages
SMS Feature Support
RCS (Rich Communication Services)
Livechat Channel Integration

Tasks

How Do I Add Allowed IPs for My Project?

AI Components

Is There a Limit on Translations?

Security

Where Can I Manage the Security Settings for My Project?
How do I add allowed IP's for my project?
How Do I Adjust the Webhook Log Settings?
How Do I Enable/Disable Workflow?

CMS

Articles (Q and A)

Introduction to Articles
Guide to Articles
Writing Assistant
How to Set Up FAQs
Export and Import Guide
How Many Articles Can I Import?
Images and Videos
Emoji Recognition
Is There a Character Limit on Long Questions?

Configuration

Configuration Screen
How Do I Get Access to the Configuration Screen?

Context

Introduction to Context
Guide to Context Variables

Conversation Variables

Introduction to Conversation Variables
Guide to Conversation Variables
How Do I Capture Input from the Customer and Reuse It in a Conversation?

Using Dialogs

Introduction To Dialogs
Getting Started With Dialogs
Dialog Side Entries
Dialog Variables
Dialog Nodes Explained
Connecting Dialogs
Creating an End-To-End Integrated Dialog
Link Events and Articles to Dialogs
Adjust the Order of the Dialog Options
Dialog Analytics (beta)
Carousel Support
Halo FAQs
Frequently Asked Questions

T-Dialogs

What is a Transactional Dialog?
Getting Started with T-Dialogs
Test Transactional Dialogs
Global Masking Rules
Transactional Dialog Requirements and Recommendations
Slot Filling
Link an Entity to a Conversation Variable
Link a Transactional Dialog Slot to a Conversation Variable
Use a Conversation Variable to Repeat a Value

Entities

Introduction to Entities
Getting Started with Entities
Guide to Compound Words
Guide to Regular Expressions
Guide to Stop Words
Import and Export Entities
Why Doesn't My Compound Entity Get Recognized?
Why Does the Entity Word Change?

Using Events

Introduction to Events
Guide to Events
Why Doesn't My Event Work?
How Do I Add a ctaDelay?
How Do I Exclude Words Used in an Exception Event From Showing as Missing Recognition?

Intents

Getting Started with the Intent Model
Optimizing Intents
How Do I Export and Import Intents
Intents Migration Guide
How Do I Import Intents

Links

Guide to Links
How to Start a WhatsApp Chat via Clickable Phone Numbers?

Labels

Introduction to Labels
Guide to Labels
How to Find the Category ID
Why Can't I Assign Multiple Categories?
Why Can't I Delete a Category?

MetaData (Additions)

What Is Metadata?
Types of Metadata
Guide to Metadata (Additions)

Publication

How to Publish a Project
Content Freeze

Tasks in the CMS

Dialog Overlap
Missing Recognition Task (Pro + Enterprise)

Test Center

Test Recognition
Test Contextual Answers
Edit Articles, (T-)Dialogs and Events From the Test Center
What Should I Do if I Don't Receive the Answer I Expected to See?
Diagnostics

Dashboards in CAIC

General Information Dashboards

Introduction to Dashboards in CAIC
Dashboard Types
Dashboard Filters

Optimization Dashboards

Answers Dashboard
Customer Journey Dashboard
Devices Dashboard
Dialog Analytics tool (beta)
Dialogs Dashboard
Entities Dashboard
Events Dashboard
FAQs Dashboard
Feedback Dashboard in CMS
Interaction Explorer Dashboard
Q and A Questions Dashboard
Recognition Analysis Dashboard
Tasks: Answers, Dialogs and FAQ
Tasks: Article (Q and A) Recognition
T-Dialogs Dashboard

Reporting Dashboards

Business Report Details Dashboard
KPI Overview Dashboard
Monthly Report Dashboard
PM Overview Dashboard
Quarterly Business Report (QBR) Dashboard
Weekly Report Dashboard

New Conversational AI Cloud Dashboards

Comparison between Existing and New Dashboards
Common Slicers/Filters
Landing Page
Management Report
Categories
Customer Journeys
Answers and Articles
Feedback (New)
Recognition Analysis (New)
Dialogs (New)
T-Dialogs (New)
FAQs (New)
Dialog Flows
Interaction Logs from the Analytics API
Migration to the Analytics API

FAQs for CAIC

Should I Aim for a 100% Recognition Rate?
What Timezone Do the Dashboards Use?
How to Find IDs from the Dashboards in the CMS
Why Isn't It Possible to Filter on Session Mode in the Customer Journey Dashboard?
Can You Retrieve Dashboard Data Past the Time Range?
How to Get an Interaction Log From the Reporting API Using Postman
Can I Have Data Deleted from My Dashboards for a Specific Time Period?
Why Are the Dashboards So Slow?
How Do I Analyze Activations of Linked Article Answers?
How Long Does It Take for Dashboard Data to Show After Going Live?
Does Stepping Out of a T-Dialog Count as the Completion of the Dialog?
Are Stop Words Used in Calculation of the Recognition Rate?
Are User Questions Consisting of Only Stop Words Used in Calculating the Recognition Rate?
Why Are Some Context Missing from My Filters in the Customer Journey Dashboard?
What Is QA-0?
How to Download Dashboard Data
How to Sort Dashboard Data
Interaction Logs and Column Descriptions
Opening CAIC CSV Exports in Excel

Integrations in CAIC

CDP Integration with CAIC

Landing Page with MMC
Integrate Conversational AI Cloud with CDP

Apple Business Chat

Optimizing Content for Apple Business Chat

WhatsApp

WhatsApp Campaign FAQs for CAIC
Optimizing Content for WhatsApp
WhatsApp Dialog Options and Quick Replies
WhatsApp Live Chat
WhatsApp Feedback
Build Recognition for Incoming WhatsApp Attachments
Store the Number of a Client Into a Conversation Variable (WhatsApp/Omnichannel)

Web Conversations in CAIC

Getting Started with Web Conversations in CAIC
Web Conversations Features V1 and V2
How to Create a Web Conversations V2 Inline Configuration
How to style your Web Conversations widget
Carousel Support in Web Conversations
Conversational Router in Web Conversations
Web Conversations Livechat Handover to MSC Agent

Web Conversations FAQs

What file types can I upload?

Custom CSS Examples

HALO

General

Profiles
Conversation Flow
Ava
Search in HALO
HALO Security
Analytics in HALO
Best Practices in HALO

HALO Voice

Voice Specific Considerations

Agents

Agent Editor
Agent Settings
Agent Analytics
Agent History

Tools

Basics and creation process

Steps, branches and ouputs

API (HTTP) Call
LLM Interacton
Code Execution
User Interaction
Approval Step
Wait Step
Branches - Logical Step and Parallel execution
Knowledge Node
Output

Nesting Tools and reusing logic
Parameters, variables, context and data flow
Debugging Tools
Tool Templates
Tool Analytics
Tool-Managed Handover functionality and limitations

Knowledge

Adding Resources

Files
Web crawler
Conversation History
Knowledge Articles (CAIC)

Marketplace

Set up Marketplace Integrations

API Connection

Managing Resources
Recognition Rate Analytics
Knowledge Settings
Synchronizing sources

Style

Introduction to Style
Tone of Voice
Personas and Language Support

Conversations
Feedback - Quality Assurance
Context in HALO
Testing

HALO Tutorials

Tutorial Introduction
Tutorial on Your First Tool
Tutorial on Your First Agent
Tutorial on How to Cancel an Order With HALO

Lexicon
Debugging in HALO
Analytics API

Ticketing

Seated Ticketing

General settings

How do I create a location within Seated Ticketing?
How to create an event in Seated Ticketing
What does an Event Catagory do?
How does the settings in an event work in Seated Ticketing
How does Ticket Types work in an event?
How does the sale plans in an event work in Seated Ticketing?
How to create a shop in Seated Ticketing
How to select available payment methods
How to add blockades in a venue
How to use Discount Campaigns in Seated Ticketing
Relations Overview
Relations specific
How to create consents in Seated ticketing?
How to create an order/reservation in the dashboard
How to use relation tags?
How to work with Order tags in Seated Ticketing?
How to create custom fields at Seated Ticketing
How to move a seat to an other place

Layout

How to customize your ticket shop?
How to customize email layouts?
How to customize ticket layouts?
How to customize the mobile ticket layout

Advanced settings

How to send data from Seated Ticketing to the CDP
What is personalization and how does it work
How to use Extra products in Seated ticketing?

Additional features

How to work with the guestmanager in Seated ticketing?
How to work with external barcodes/tickets
How to work with resell in Seated Ticketing
How to work with Idin in Seated Ticketing

Event Ticketing

Getting Started with Event Ticketing

Checklist Ticketshop - Start Selling tickets
What is a ticket poule?

How to organise a presale?

How to secure my Ticketshop for a selected group of people?

Consumer details

What is Ticket Personalization?
How do I edit the personal details of an order ?
How can I edit the name on a guest list ticket?
Why is the age of the visitors of my event so high?
How can I see where my visitors live?

Consent Management in the ticketshop

How to add a marketing opt-in in my ticketshop?
General terms and conditions and privacy policy visitors CM Ticketing

Payment Methods

Which payment methods are available in the Ticketshop?
How to enable invoicing for your visitors?

Analytics

How do I use tracking presets?
How many visitors are currently in my ticketshop?
How many visitors am I expecting for my event?
How can I export the visitor data?
How do I export the consumers that agreed to receive the newsletter?

Ticketshop

How can I create a Ticketshop?
How to Integrate Ticket Shop Using an Iframe
Is it possible to disable the ticket download?
How do I create upsell tickets?
How can I add extra steps in the Ticketshop?
How do I create ticket categories in the shop?
How can I create ticket categories?

Customize ticketshop

What are the measurements of the Ticketing - custom shop?
What does the order confirmation email look like and how can I edit this?
How can I add an image to the Ticketshop?
How can I make a custom Ticketshop?
How do I create a ticket layout?
How can I add an image to my tickettypes?
How do I customize mobile ticket layout?
How do I connect my ticket layouts to my tickets?
How can I change the design of my Ticketshop?

Discount Codes

What are discount codes?
How to create your own discount code?
How to modify a discount code?

Scanning

Ticketing Scan App Guide
How do I setup a new scanning service?
How do I see who was present at my event?
Some tickets are valid on multiple days. Where do I configure a ticket to be scanned more than once?
Where can I configure the time frame in which my tickets can be scanned?

Payout

When do I receive the payout of my sold tickets?
Where do I fill in my bank account number (IBAN)?
Can ticket fees be paid out early (Ticketing)?

Ticketing x Mobile Marketing Coud

How to integrate CDP into Ticketing?
Consent Management - Email Campaigns
Consent Management - CDP
Marketing Segments
Visitors Segments
Clean-up Customer Data Platform
Ticketing filters in the Customer Data Platform
Ticket Personalization Reminder - Email Campaigns

Contact

How can I contact the CM Ticketing team?
Where can ticketbuyers ask questions about their tickets?
Is CM Ticketing General Data Protection Regulation (GDPR) compliant?

Attractions Ticketing

Algemene Instellingen

Hoe stel ik de FAQ in op mijn ticketstraat?
Welke talen kan ik instellen?
Ik wil een ticket aanbieden via Reserve with Google?

Ticketstraat Beheren

Welke persoonsgegevens kan ik vragen aan mijn bezoeker tijdens het bestelproces?
Waarom zijn mijn velden in het CMS leeg?
Kan ik een voorbeeld zien van de teksten die ik heb ingesteld op de ticketstraat?
Hoe stel ik een minimaal of maximaal aantal tickets in?
Welke teksten kan ik aanpassen?
Hoe voeg ik producten toe aan mijn ticketstraat?
Waar pas ik mijn standaard ticketstraat teksten aan?
Hoeveel (verplichte) checkboxes kan ik toevoegen?
Hoe stel ik een donatie stap in het bestelproces in?
Is het mogelijk een overzicht te tonen van de bestelling aan de bezoeker voordat ze betalen?
Hoe toon ik de optie voor het inschrijven tot nieuwsbrief?
Kan ik de volgorde van de persoonsgegevens aanpassen?
Hoe voeg ik een link toe in de tekst op mijn ticketstraat?
Wat is een voucher pagina?
Hoe zet ik mijn ticketstraat online of offline?
Hoe voeg ik merchandise toe aan mijn ticketstraat?
Waar pas ik mijn ticketstraat tekst aan voor een specifieke ticketstraat?
Kan een bezoeker na betaling zijn tickets opslaan in een mobiele wallet?
Hoe koppel ik tickets aan een ticketstraat?
Wat is het verschil tussen standaard ticketstraat teksten en ticketstraat teksten?
Hoe toon ik een minder lange lijst van tickets op mijn ticketstraat?
In welke talen kan ik mijn ticketstraat tekst instellen?
Kan ik cadeautickets aanbieden?
Kan ik de grootte van de tekst instellen op mijn ticketstraat?

Ticketgroepen (Attractions)

Wat is het verschil tussen een evenement en een tentoonstelling?
Hoe voeg ik een ticket type toe?
Hoe pas ik de teksten op mijn ticket aan?
Hoe voeg ik een "open dag" toe?
Wat is het verschil tussen standaard teksten en ticketgroep teksten?
Waarom kan ik bij een evenement een ticketlimiet instellen en bij een tentoonstelling niet?
Hoeveel ticketgroepen kan ik toevoegen aan de ticketstraat?
Pre-visit mail: Wat is het verschil tussen standaard teksten en ticketgroep teksten?
Hoe pas ik de tekst van mijn pre-visit mail aan?
Wat is een ticketgroep en een tickettype?
Ik zie een andere tekst op mijn ticket dan dat ik heb ingevuld, hoe kan dat?
Hoe stel ik een after-visit mail in?
Hoe stel ik een pre-visit mail in?
Hoe maak ik een nieuw evenement of tentoonstelling aan? (Attractions)
Hoe zet ik mijn kalender open of dicht?
Waar pas ik de informatie in de rechter kolom van mijn ticket aan?
Ik heb mijn ticketgroep aangemaakt maar ik zie deze nog niet online staan op mijn ticketstraat, hoe kan dat?
Hoe pas ik de banner op mijn ticket aan?
After-visit mail: Wat is het verschil tussen standaard teksten en ticketgroep teksten?
Email bevestiging: Wat is het verschil tussen standaard teksten en ticketgroep teksten?
Ik wil de volgorde wijzigen van mijn tickets
Hoe pas ik de tekst van mijn emailbevestiging aan?
Wat doet een kinderticket?
Ik wil een "gesloten dag" toevoegen
Hoe pas ik de tekst van mijn after-visit mail aan?
Hoe voeg ik bullet points toe in mijn ticket tekst?
Wat is de titel van een ticketgroep, waar komt dit te staan?
Wat is een kassa identificatie code?
Waarom zijn de velden leeg?
Ik wil de prijs aanpassen van mijn ticket.
Waarom klopt mijn ticketpreview niet?

Tijdssloten

Waar kan ik mijn tijdsloten koppelen aan de ticketstraat?
Wat is het verschil tussen ticketlimiet en capaciteit via tijdsloten?
Ik heb een tijdsloten groep aangemaakt maar er staat nog niets onder gekoppelde ticketgroepen?
Ik heb tijdsloten ingesteld maar ik zie ze niet op de ticketstraat?
Hoe kan ik inzien hoeveel tickets er voor een tijdslot op een bepaalde datum zijn geboekt?
Wat is het verschil tussen tijdsloten en de kalenderinstellingen?
Wat is het verschil tussen een toevoegende en een overschrijvende uitzondering?
Hoe match ik de juiste tijdsloten groep aan de juiste tickets?
Kan ik meerdere tijdsloten groepen koppelen aan een ticketgroep?
Hoe werkt de prioriteit in de tijdsloten?

Kortingen and Giftcards

Hoe maak ik een kortingscode aan?

Verkoopmodule

Gaan tickets die ik via de verkoopmodule genereer van mijn capaciteit af?
Hoe wordt er voor tickets via de verkoopmodule betaald?
Wat is de verkoopmodule?
Zie ik tickets die ik bestel via de verkoopmodule terug in mijn export of statistieken?

Orderbeheer

Hoe pas ik de datum van een ticket aan?
Hoe zoek ik een ticket van een bezoeker op?
Ik wil een ticket annuleren of refunden van een bezoeker.
Kan ik een ticket naar een ander emailadres versturen dan waarmee er is geboekt?
Kan ik tickets opnieuw versturen aan een bezoeker?
Hoe zie ik de status van een ticket?

Google Tag Manager

Hoe stel ik Google Tag Manager v2 in?

Overig

Waar staan de tickets die ik wil verkopen via resellers (bijv. Get Your Guide)?

Upsell
Groepen & Scholen

Yourticketprovider | GO platform

Functies op accountniveau

Mijn events
Mailcampagnes
Financial Insights
Account settings

Functies op eventniveau

Event dashboard

Event settings

Bewerk event
Bankrekening
Seating
Bezoekers informatie
Toegangsrollen
Online Streaming

Tickets

Bijproducten
Categorieën
Regels
Capaciteitsinstellingen
Tijdsloten:

Ticketshops

Algemene ticketshops
Custom ticketshops
Ticketshop opties
Donaties
Security (OTP)

Design

Design ticketshop
Design tickets
Design mails

Bezoekerslijst

Bezoekerslijst opties & gastenlijst
Barcodes genereren

Codes

Kortingscodes
Toegangscodes
Vouchers

Marketing

Online Marketing Toolkit
Wat is Google Analytics & wat kan ik er meten?
Marketing Automation
Promoters
Pre-registraties
Marketing Events

Integraties
Entree

Rapporten

Bezoekersrapport
Sales rapport
Financieel rapport
Check-ins
Custom rapport
Rapport filters

Entrance Management

Management & configuration
Scanning application

Verification and Sign

Sign by CM.com

Introduction to Sign by CM.com
Understanding dossiers and documents in Sign by CM.com
How to purchase Sign by CM.com
How to create dossiers with Sign by CM.com
How recipients can sign documents
Checking the status of a dossier
Sending reminders for pending dossiers
Document visibility in the Sign application

iDIN

What is iDIN and how does it work?
What are the benefits of iDIN for a merchant?
Can anyone use iDIN?
How do I integrate with iDIN?
What information can a merchant receive from a consumer when using iDIN?
What happens when a customer uses a shared account (iDIN)?

IBAN Verification

What is IBAN Verification and how does it work?
How secure is IBAN Verification?
What are the benefits of IBAN Verification for an acceptor?
Can everybody use IBAN Verification?
Can IBAN Verification complement iDIN?
What information can a merchant receive from a consumer using IBAN Verification?

ID Scan

Where can I find Developer documentation for ID Scan?
How do I improve the success rate for ID Scan?

Central Services

Analytics Portal

General information Analytics Portal

Introduction to the Analytics Portal
The Overview
Available reports

Tools and Features

Introduction to the tools
Dashboard Filtering
Filterset Bookmarking
Subscriptions
Data Exporting

Settings in the Analytics Portal

Users settings

FAQ

I cannot login to the Agent Inbox / Mobile Service Cloud (FAQ)
Where can I find the portal?
Who can access the portal?
Where can I find the latest updates?
How can I provide feedback?

Conversational Router

General information Conversational Router

Introduction to the Conversational Router

FAQ Conversational Router

I cannot login to the Agent Inbox / Mobile Service Cloud...
Where can I find the router?
How do I use the router?

Web Conversations

Introduction to Web Conversations
Getting Started with Web Conversations
Conversational Router Configuration
Multichannel Support
Theming and Customization
Custom CSS Examples for Web Conversations
Text Customization
Behavior Settings
Translations and Multilingual Support
Integrating with Your Website

AI Library

Mastering AI Prompting
A Beginner’s Guide to Artificial Intelligence (AI)
Making Sense of AI: Understanding LLMs, Capabilities, and the Future
How Reasoning Models and HALO Work Together to Analyze Complex Documents
When to Use Workflows to Design AI Agents in HALO
Preparing to Build Your First Workflow with HALO
Building and Scaling Workflows with HALO
How to Format AI Prompts for Better Results with HALO
How to Translate the Knowledge Center

Translate
Back to CM.com
Release Notes

Main

Communications Platform

SMS

SMS Basics

Why is my message failed with an Expired status
What are Escape characters?
What is the length of an SMS message?
What are the prices for SMS messages?
How long is a message valid before it gets status undeliverable?
How can I use Status Reports?

Delivery and Status

Why is my message failed with an Expired status?
What does the status of my message mean (SMS error codes)?
What does the status of my message mean?
The Message Log indicates a message is delivered, but the end-user did not receive it.
Why are my messages not delivered?
What causes a delay in delivering messages?
Will I still be charged for failed SMS?

Business Messaging API

How can I send SMS Messages using the HTTPS API?
Where can I find my Product Token?
Can I whitelist the IP address of your API?
What does the PHP SSL Connect error mean?
What does the status of my message mean (API error codes)?

Other SMS Connections and Integrations

How can I send SMS messages using a SMPP connection?
What are the default SMPP connection parameters?
How can I send SMS messages using my email?

WhatsApp Business

Getting Started with Whatsapp

What can my company use WhatsApp for?
Where can customers find your contact details on Whatsapp?
Can I start the conversation with WhatsApp sandbox environment?
How to Set Up and Test With the WhatsApp Sandbox
Can I use chatbots combined with Business Messaging or WhatsApp for Business?
Do I need an opt-in to send WhatsApp messages to my customer?
Are there rules and regulations for using WhatsApp?

Whatsapp Business Account

Embedded signup
How to complete the Facebook Business verification?
Where is my Facebook Business Manager ID?
What companies can get an official WhatsApp Business account?
Can I add multiple numbers to my WhatsApp account?
How to approve "messaging on behalf of" requests?

Whatsapp Templates

How do I create a WhatsApp message template?
WhatsApp Template Rejection
Why do some Message templates get rejected by WhatsApp Business?

Other Channels

Facebook

Onboard Facebook Channel
Onboard Facebook Profiles

Instagram

Onboard Instagram Channel
Onboard Instagram Profiles

Viber

How do I connect to Viber?

Apple Messages for Business

How can I get an Apple Messages for Business account?
How to contact my business through Apple Messages for Business?
Can I message my employees or other businesses through Apple Messages for Business?
Which operating systems can use Apple Messages for Business?
Do I need a human agent with Apple Messages for Business?
What is an iMessage app and why would i need one for Apple Messages for Business?
What is Chat suggest?
How do I enable Chat Suggest?
Apple Messages for Business in your Customer Contact Center. What is a Customer Contact Center?
Can customers add others to start a group chat in Business Chat?
Apple Messages for Business - GDPR

Messaging Logging and Analytics

Messaging Analytics

Introduction guide Messaging Analytics

Getting Started with Message Insights

The terminology of Message Insights
Getting to Message Insights from another app
How to select a time interval in the Message Insights?
How to filter messages in the Message Insights?
How do I save changes on my view?
How do I search for multi-part messages?
How do I see the data of my multipart Messages?
How to get insights in your messaging costs?
How to export Message Insights results?
I got the warning: "Could not fetch all message parts. X are missing", why?

Message Insights Access and Privacy

What will I see in the table when some columns are restricted?
Who manages the access of the columns?
Which columns have an exception on access level?
How long will messages be visible in the Message Insights?
How to see the Message Content in Message Insights?
What happens when adding or editing a view with restricted columns?
How to request access for a certain column?

SIP Trunking

General information

Which session interval timer should I use?
For what period can I request Call Detail Records?
What audio codecs are supported (Voice Management)?
What is a CDR, and where can I get it?
How do I send calls anonymously?
SIP INVITE Header format
How do I authenticate when setting up calls through a CM SIP Trunk?
How to blacklist or whitelist destinations (Voice Management)?
Is the T.38 Fax protocol supported?
Can I still connect when my system does not support REGISTER or DIGEST AUTH?
Is the CM Voice platform geo redundant?
What are Concurrent Channel and Calls Per Second limits?
Are calls supported via UDP and TCP?
Understanding MTU on SIP Platforms

Getting started

Why is my Voice account blocked
What IP subnet to whitelist SIP trunk
Why and when is a SIP account banned?
Help, my SIP Trunk is blocked! Why and what now?
How to configure a back-up trunk?
How to set up a SIP trunk in the Voice Management application?
How to create a SIP account?
How to set up a flow in Voice FlowBuilder?

CLI (Calling Line Identification)

What is a CLI?
Can I use a mobile number as CLI?
Can I use a service number within NL as CLI?
Do I always have to send a valid CLI with a call?
What phone number formats are supported?

DDI numbers

How do I order a new DDI number?
How to request NL 3188, 31800 or 3190x numbers
How do I configure a DDI for incoming calls?
How do I register / update my DDI information?
Can I port my existing numbers to CM?
Cancel phone number subscription
Why are incoming calls to my numbers not working?
Number Requirements

Integrations (PBX)

How to integrate CM SIP trunk with Asterisk PBX
How to integrate CM SIP trunk with 3CX

Pricing

How is SIP Trunking billed?
How are calls to Dutch premium numbers billed?
Which calls are surcharged with special rates?
How are calls to EU countries with a non-EU CLI billed?
What are the prefix groups?

Regulations

SIP Trunking - Regulations Australia (+61)
SIP Trunking - Regulations Belgium (+32)
SIP Trunking - Regulations China (+86)
SIP Trunking - Regulations France (+33)
SIP Trunking - Regulations Hong Kong (+852)
SIP Trunking - Regulations Italy (+39)
SIP Trunking - Regulations Japan (+81)
SIP Trunking - Regulations The Netherlands (+31)
SIP Trunking - Regulations New Zealand (+64)
SIP Trunking - Regulations Singapore (+65)
SIP Trunking - Regulations South Africa (+27)
SIP Trunking - Regulations Spain (+34)
SIP Trunking - Regulations Turkey (+90)
SIP Trunking - Regulations United Arabic Emirates (+971)
SIP Trunking - Regulations United Kingdom (+44)

Anti Spoofing Regulations

Anti Spoofing - Belgium
STIR/SHAKEN - France

Phone Numbers

SMS Phone Numbers

How to request an SMS number?
Configuring your Trial phone numbers when using CPAAS Trials

Payments Platform

Online Payments

E-commerce Payments Platform

How can I access the CM Payments portal / back office?
How can I check if a customer has paid (CM Payments)?
How can I automatically download CM Payments reports?
How long does it take for a CM Payments refund request to be processed?
Does your bank statement mention CM.com stichting?
Where can I find an overview of my CM Payments refund requests?
Where can I find customer details in CM Payments?
Where can I find my payout details CM Payments?
When do I receive a payout from CM Payments?
Why didn't I receive an invoice from CM Payments?
How will I be informed about a transaction status change (CM Payments)?
Which languages are supported on the CM Payment menu?
Paypal error Docdata
Request Termination of Docdata Contract
Redirected for authentication status DOCDATA
What is the difference between an update URL and a return URL of an order (CM Payments)?
Is it possible to use multiple Return URLs CM Payments?
Is status polling allowed with CM Payments?
Weekly payout merchant Docdata

iDEAL QR

What components does iDEAL QR consist of?
How does iDEAL-QR differ from the QR solutions that SNS bank and bunq currently offer?
What is the advantage of iDEAL payments with iDEAL QR codes?
How does payment with iDEAL QR work?

in3

POS Terminals

FAQ Payplaza English

Support window and contact information POS support
Sign Up
Technical issues payment terminals
Service Level Agreement (SLA)
Plug and Play
Transactions
Pin receipts
Creditcards
Accessories
Order status
Location

FAQ Payplaza Nederlands

Bereikbaarheid POS support team
Aanmelden
Technische problemen bij uw betaalautomaat
Service Level Agreement (SLA) gebruik
Plug & Play
Transacties
Pinbonnen
Creditcard gebruik
Accessoires betaalautomaten
Orderstatus
Locatie van de betaalautomaat

Cash Register & Kiosk

General information

First-time use
Environments
Release notes
Software updates

Ecosystem

Management

Product management

Products

Types
Variants
Periodic pricing

Value Added Tax (VAT)
Modifiers
Tags
Categories

User management

(Management) Users
Cashiers

Channel / POS management

Cash Register

Add Cash Register
Edit Cash Register Layout

Mobile order

Add Mobile order
Edit Mobile order

Kiosk

Add Kiosk
Edit Kiosk

Style & layout templates

Style templates
Layout templates

Statistics

Reductions and discounts

Discounts
Cash cards
Hospitality cards

Automation rules

Prioritizing automation rules
Managing automation rules
Managing conditions
Managing actions

Inventory management

Inventory
Suppliers

Order management

Orders
Z-Reports

Terminal management

System

Public
Receipt & Balance

Connected devices
Audit trail
Scheduled jobs

Kitchen display

Setup

Kiosk

Point of sale

Setup
Refunds
Quantity bar
Settings
Screen lock
Search bar
Pay on invoice
Shifts, Z-reports and X-reports

Receipt

Send digital receipt
Print receipt
View digital receipt

Balance

Check balance
Check history
Connect phone number

Configuration
Shortlink
QR codes

Customer Facing Display
Pick-up Display

Integrations

Payments

Adyen
Payplaza / CM.com
Zettle

Ticketing

Global Ticket

Data

Customer Data Platform
Data connector

Accountancy

Wisteria

Hardware

Cash registers
SmartPOS / Sunmi
Kiosk.

Printers

Getting started
Drivers
Functionalities
Compatibility

Handheld scanner
Terminals

Feature matrix

Instructions & tutorials

Instruction videos (EN)

How to create a point of sale
How to add a new product
How to send a receipt
How to use the cup retour functionality
How to place a new order
How to do a refund
How to apply a discount

Work Instructions (NL)

Werkinstructie - Kitchen Display System (KDS)
Werkinstructie - Point of Sale (POS) Systeem

CM.com Account

Getting Started with your CM.com Account

Where Can I Find My CustomerID and CompanyID?
How Do I Know If There Is an Incident with CM.com Services?
Where Can I Find All Information About APIs and SDKs?
How Do I Change the Interface Language of the CM Platform Account?
Where Can I Find My Product Token in the CM Platform?
How Can I Find an App on the Platform?
Is It Possible to Test Our Services?
How to Start Using Our Services?

Login and Security

How Can I Log In to My CM.com Dashboard?
How Do I Reset My Password?
What to Do if My CM Platform Account Gets Locked/Blocked?
How Do I Enable Two-Factor Authentication?

User Management

How Can I Add Users to a CM.com Platform Account?
Changing User Roles on the CM.com Platform
What Are the Different User Roles for a CM.com Platform Account?

Top-Ups and Invoices

What Does Top-Up Mean?
How Do I Top-Up?
Which Payment Methods Can I Use to Do a Top-Up?
How Long Will It Take to Get My Credits?
Will I Be Notified When My Balance Is Low?
How Do I Transfer Credit from One Account to Another?
What Is My VAT Rate?

Account Details

Can I Change My Company Details?
How Do I Change My Invoice Email Address?
How Do I Fill In My VAT Number?
Can I Delete My Account?
I Wish to Cancel My Subscription. How Can I Do That?

Mobile Service Cloud

User Guides

General Information Users

An Introduction to User Guides
Where Can I Find the E-learnings (Portal)?
Where Is Data Stored and Processed?
How Long Is Data Retained?

Definitions / Concepts

What Is an Agent?
What Are Web Stores?
What Is a Channel?
What Is a Subscription?

Login / Authentication

How Do I Login?
How Do I Change My Password?
How Do I Retrieve a Forgotten Password?
How Do I Start Using Enterprise SSO?

The Dashboard

What Can I Do on the Dashboard?
How Do I Use and Manage My Conversation Tabs?
How Do I Effectively Use Search?
How Do I Use Statuses?
How Do I Use My Inboxes?
How Do I Use Inbox Filtering?
How Do the (Instant) Workload Indicators Work?

Dashboard Widgets

What Do Dashboard Widgets Show?
What Does My Inbox Overview Show
How Do I Use My Inbox Overview?
What Does the Team Inbox Overview Show?
How Do I Use the Team Inbox Overview?
What Does My Performance Data Widget Show?
What Does My Service Performance Widget Show?

Conversation View

How Can I Use the Conversation View?
How Do I Use Pinned Messages?
How Do I Use Conversation Links?

Customer Panel

Where Do I Navigate to the Customer Panel?
What Can I Find in the Customer Panel?
What Can I Find in the Customer Profile?
What Can I Find in the Orders Section?
What Can I Find in the Conversation Section?

Conversation Tools

How Do I Use Snooze?
How Do I Use Suggested Answers?
How Do I Use Tagging?
How Do I Use Auto Translations?
How Many Languages Does Auto Translate Support?
How Do I Send a Message Without Clicking the 'Send' Button?

Bot Handovers

AI Assistant

How Do I Use the AI Assistant in Mobile Service Cloud Suite?
How Do I Use Agent Invoke?

Native Voice for MSC

What Is Native Voice?
How Do I Use Statuses and Handle Incoming Calls?
How Do I Pick Up, End and Start a Call?
How are Failed Calls Handled in Native Voice?
How Do I Execute Internal or External Collaboration Calls?
How Do I Configure My Audio Devices?
How Do I Configure My Browser Settings?
How Do I Listen In to Live Calls?
How do I use Call Recordings?
In Which Countries is Native Voice Supported?

Tutorials

How do I format my text replies?
How do I start a new conversation?
How do I edit the subject of a conversation?
How do I switch sound/mail notifications on or off in MSC?
How do I add an attachment to a conversation in MSC?
How do I Create an Effective Channel Strategy?
How to Use the Analytics Portal to Forecast Staff Planning

FAQ's and Issues

I cannot reach the Agent Inbox
I cannot login to the Agent Inbox / Mobile Service Cloud
How do i configure the application language?
Not receiving notifications of conversations in MSC
Why do I receive more conversations compared to my co-workers?
Can't change a user status in the team inbox overview
Search results can not be found
Live chat is received outside service hours
How do I get back an archived conversation?
Why does a customer's reply start a new conversation?
Why does the platform look distorted or misaligned on my screen?
Why Can’t I Call a Customer from Their Profile?
Why did I still receive a Live Chat outside of service hours?

Configuration and Admin

General Information for Configuration & Admin

Introduction to Settings
How Do I Navigate the Settings?
How Do I Manage Access to the Settings?

Team (User) Configuration

How Do I Configure My Team?
How Do I Configure User Settings?
How Do I Create/Add a User (Without Using SSO)?
How Do I Create/Add a User (While Using SSO)?
How Do I Configure Auto Translations?

Web Store Configuration

Explained: What Are Web Stores?
How do I create a web store?
How do I configure a web store?

Templates Configuration

How Do I Configure and Use Templates?
How Do I Configure and Use the Service Hours Template?
How Do I Configure and Use the Conversation Templates?
How Do I Configure and Use Contact Tab Templates?
How Do I Configure and Use Email Templates?
What Do the Template 'Variables' Mean?

Triggers (Routing) Configuration

How Do I Configure and Use Triggers?
How Do I Create and Configure Rule-Based Triggers (Basic)?
How Do I Configure and Use More Rule-Based Triggers (Advanced)?
How Do I Configure and Effectively Use Advanced Triggers?

Conversation Tools (How-To's)

How Do I Configure Tag Categories and Tags?
How Do I Create and Use an Effective Tag Structure?
How Does Automated Tagging Work?
How Do I Configure Suggested Answers?

AI Assistant Configuration

How Do I Configure The AI Assistant?
How Do I Add Agent Inbox Context To Agentic Flows?

Messaging Channels

How Do I Implement the Contact Tab?

Email Channel

How Do I Configure the E-Mail Channel?
How Do I Configure SPF?
How Do I Configure DKIM?
How Do I Configure DMARC?

Native Voice Channel

How Do I Configure WhatsApp Call Deflection?
How to Set Up Default Audio Files for Native Voice?
How to Set Up a Basic Voice Flow in the Voice Flow Builder

VoIP Channel

How Do I Integrate with a VoIP Provider?
How Do I Configure a Voys (VoIP) Integration?
How Do I Configure a Xelion (VoIP) Integration?

Integrations for MSC

How Do Dynamic Integrations Work?
How Do I Configure a Dynamic Integration?
How Do I Configure a Marketplace Integration?

FAQs and Issues for MSC

What Does Choosing a Default Web Store in Your Profile Do?
User with the Same Email Address Already Exists
I Get an Error Message When Adding My Suggested Answer
How Do I Configure My Own Picture in My Email Signature?
Changed My Email Signature, but I Don't See My Changes in the Mail I Sent
Images in Our Email Signature Don't Work (MSC)
MS365/Outlook: Run Command: Enable_Organization Customization

Channels information

Introduction Channels

What Channels Are Supported?
What Are Instant and Non-Instant Messaging Channel Modes?

WhatsApp Channel

What Is WhatsApp as a Channel?
What Are the Benefits of Using WhatsApp in Service?
What Features Are Supported on the WhatsApp Channel?
How Do I Configure and Use WhatsApp Templates?

Carrier Channels

What Are Carrier Messaging Channels?
What Are the Benefits of SMS as a Service Channel?
What Features Are Supported on the SMS Channel?
What Are the Benefits of the RCS Channel?
What Features Are Supported on the RCS Channel?

Social Channels

What Are Social Channels?
What Are the Benefits of Social Channels as Service Channels?
What Features Are Supported on the Social Channels?
Instagram messages not received (anymore)

OTT Channels

What Are OTT Channels?
What Are the Benefits of OTT Channels as Service Channels?
What Features Are Supported on OTT Channels?

Live Chat Channels

What Are Live Chat Channels?
What Are the Benefits of Live Chat Channels as Service Channels?

Migrating to Web Conversations: A Comprehensive Guide

Use Cases for Web Conversations
Feature comparisons

Email Channel in MSC

What Are the Benefits of Email as a Service Channel?

Native Voice Channel in MSC

What Is Native Voice in MSC?
What Are the Benefits of Phone as a Service Channel?

Phone (VoIP) Channel

What Is the Phone (VoIP) Channel?
What Are the Benefits of Phone (VoIP) as a Service Channel?
What Features Are Supported on the VoIP Channel?

Data and Insights

Introduction for Data & Insights

Where Do I Find the Insights I Am Looking For?
How Long Is My Data Retained?

In-App Reporting

What Can I Expect From the In-App Reporting?
Where Can I Find the Reporting?
What Data Can I Find in the Reporting?
What Tools Are Available Within the Reporting?
Who Can Access the Reporting?

Analytics Dashboards

What Advanced Analytics Dashboarding Is Available?
Executive Summary Dashboard
Main Stats Dashboards
Workload Dashboard
Agent Performance Dashboard
Tagging Dashboard
Native Chat Dashboard
Native Voice Dashboard
Glossary
Workforce Management Use Case: Optimizing Customer Service with Analytics

Tableau Migration

Dashboard Comparisons
Definitions and Changes

Realtime Wallboards

How Do I Use the Real-Time Wallboards?
How Do I Authenticate a Wallboard Screen?
How Do I Manage Wallboard Presets?
How Does the Productivity Wallboard Work?
How Does the Voice Workload Wallboard Work?
How Does the Sales Insights Wallboard Work?
How Does the Instant Workload Work?

Data Warehouse

How Do I Access the Raw Contact Center Data?

FAQs and Issues Data & Insights

Wallboard and Team Inbox Overview Do Not Match
Differences Between Mobile Service Cloud Reports and CM Analytics Portal

Scripted Chatbot

How to Start with Scripted Chatbots?
How Do I Use the Scripted Chatbot?
Steps

Usage

Date/Time Based Continuation
User Input Based Continuation
Sending Data Over HTTP
Getting Data Over HTTP
Extract Part of the Entry Step Input

What Are Variables in Scripted Chatbots?
How to Create Your First Scripted Chatbot?

Mobile Marketing Cloud

General MMC

How Do I Use the E-Learning Portal?
How Do I Get Opt-In Consent for Sending Email, SMS, and WhatsApp?
What Are the General Products of Mobile Marketing Cloud?
What Are Common Use Cases for Mobile Marketing Cloud?

Address Book

How Do I Use Address Book to Import Contacts?
How Do You Verify Email Addresses?

Customer Data Platform

General CDP

How Can I Use the Landing Page Effectively?
How Do I Navigate the Customer Data Platform?
How Do I Change Data Retention Settings in the Customer Data Platform?
How Do I Get Notified When I Reach My Max Stored Contacts?
What Is the Difference Between Profiles and Events in the Customer Data Platform (CDP)?
How Do I Gain Insight into My Profiles in the CDP?
What Can I Do with the Three Dots on a Profile in the CDP?
Standard Retail and Ecommerce Events
How to Delete Profiles from the Customer Data Platform?
How Can I Export Data from the CDP?

File Upload

How to Do a File Upload in the Customer Data Platform
How to Upload Consent via File Upload in the Customer Data Platform
How to Delete Events from the Customer Data Platform

Segments

Segment Overview
How Do I Create a New Segment in CDP and Synchronize It with Addressbook?
How to Export a Segment to Meta (Facebook) Audiences
How to Create Segments Based on Events
How to Create Segments on Profile Information
How to Use Timerange Filters
How to Create a Consent Segment

Consent Management

How to Create a Customized Consent Management Page in the Customer Data Platform

Workflows

How to Set Up Multi-Language Campaigns
Extensive Guide to Setting Up a Workflow in the Customer Data Platform
How to Create a Single-Step Workflow?
How to Set Up Scheduled Workflows (Recurring Flows)
How to 'Enroll' a Profile into Another Workflow
How to Set Up 'Active Hours' in Workflows

Understanding Funnels in the CDP

Integrations MMC

Explanation of Integrations of External Systems with the Customer Data Platform
How to Set Up a Polling Integration
Explanation of Integrations with CM.com Solutions - Not Mobile Marketing Cloud
How to Create a Custom Integration
How to Connect Spotify to CDP
Explanation of Standard Internal MMC Integrations (Campaigns, Email Campaigns, Pages)

Logging

How to Check Event Logging

Campaigns

General Information Campaigns

Introduction to Campaigns
Navigate to and Through the Campaigns App
The Basics of Sending SMS within Campaigns
The Difference Between Regular and Triggered Campaigns
Character Limits of an SMS and the Effects on Pricing in Campaigns
The URL Shortener in Campaigns
Understanding Campaign Statistics
Sender ID Regulation for SMS
Your AI Assistant in Campaigns

How-to's Campaigns

How to Create a Message Template & Archive Campaigns?
How to Use the Content Manager in Campaigns?
How to Send a Complete SMS Campaign?
How to Create a Campaign with a WhatsApp templated message?
How to Send WhatsApp Free-Form Messages Using Campaigns?
How to Add Branded Shortlinks in the Campaigns App?
How to Integrate Branded Short Links in Your Campaigns?
How to Send a Test Message in Campaigns?
How to Use Merge Tags Within Campaigns?
How to Add a Page to a Campaign?
How to add links to your push message in the Campaigns app?
How to Manage Opt-Out for SMS Campaigns?

WhatsApp Campaign FAQs

Email Campaigns

General Information E-mail Campaigns

Introduction to Email Campaigns
Best practices for email campaigns to optimize open & click rates
The importance of warming up your domain & how to determine success
Differences between newsletters & triggered email campaigns
Different building blocks of an Email Campaign
Fonts in Email Campaigns
Date retention policy for Email Campaigns
DMARC and how it protects your domain reputation
Improve internal (same domain) email deliverability for Office 365

How-to's E-mail Campaigns

How to navigate to and through the Email Campaigns app?
How to validate a new domain?
How to create an email template?
How to create a newsletter email campaign?
How to create a triggered email campaign?
How to Set Up Multi-Language Email Campaigns
Should Images Be Base64 Encoded When Sending With the Bulk Email API
Send Email Campaign to a List in Address Book
How to Integrate Your Consent Page in an Email
How to Read Email Campaigns Statistics
How to Delete a Person from the Suppression List in Email Campaigns
How to Use Branded Shortlinks in Your Email Campaigns?
How to Create an A/B Testing Email Campaign?
How to Use Google Postmaster Tools to Improve Your Email Reputation - Email Campaigns
How to Add the Unsubscribe Link to an Email
How to Send a Test Email with Email Campaigns?
How to Include a Page in an Email Campaign
How to Use Link Tagging?
How to Use Mergetags in Email Campaigns
How to Use Conditional Content in Email Campaigns?
How to Use Item IDs to Incorporate Product Feed Data in Your Email Campaigns?
How to Use Segments to Incorporate Product Feed Data into Your Email Campaigns?
How to Validate Domains
How to add a sender address?

Email Deliverability

Introduction to Email Deliverability
Understanding Email Basics
Sender Reputation
Email Authentication Protocols
List Management and Hygiene
Content and Design Best Practices
The Email Warm-Up Process: A Guide to Scaling
Basic Technical Aspects of Email Delivery
Compliance with Email Regulations

Pages

General Information Pages

Limitations to Iframing with Payment Buttons
Send a Page with WhatsApp
Navigate to the Pages App
Preview Your Page on Phone/PC
Statistics in Pages
Send a Page with Campaigns or Email Campaigns

How-to's Pages

How to Connect Pages with a Form to the Customer Data Platform?
How to Set Up a (Mobile) Landing Page with Pages
How to Create a Template in Pages?
How to Connect iDEAL QR Codes to Page to Show Amount Raised and Donations?
How to Create a Public Link or Instance for a Page
How to Embed a Page on a Website?
How to Include Consent in Your Page

Voice Campaigns

Sending Out a Voice Campaign

TraceDock

General Information TraceDock

Best Practices for Implementing TraceDock
Quick Installation Guide
Cloudflare Support
How Is TraceDock Compliant to Local Cookie Laws?
Which Products Does TraceDock Offer
How Does TraceDock's Server-Side Transaction Tracking Work?
How Does TraceDock's Cookieless Data Collection Work?
How Is TraceDock GDPR Compliant?
Evaluate the Impact of TraceDock
How Does TraceDock Recognize Ad Blockers?
How Does TraceDock Extend the Cookie Lifetime to 180 Days?

How-to's TraceDock

How Does Stitching in TraceDock Work
Configuration - First Party Data Collection
Configuration - Server-Side Transaction Tracking
Configuration - Cookieless Data Collection
How to Set Up GA4 Custom Dimensions
How Can I Implement TraceDock

Web Personalization

How-to's Web Personalization

How to Set Up Web Personalization

Product Feed

Introduction
Setting Up

AI Personalization Engine

Getting Started - Configure Data Connection to the Customer Data Platform

Personalization Modules

Attribute Tagger
Base User Item Recommender
Base Item Item Recommender
Behavioral Trigger
Contextual Product Recommendation
Item Enricher
User Enricher
Personalized Product Recommendation
Event Based Retargeting
Attribution
RFM Scorer

Content Manager

General Information Content Manager

What is the Content Manager?

How-to's Content Manager

How to Use the Content Manager in the Campaigns App?

Conversational AI Cloud

General Info

General Information CAIC

Recommended Browsers
Where Can I Get Updates About Conversational AI Cloud?
E-Learning Portal for CAIC
Where Can I Find Developer Documentation?
How Do I Change the Application Language?
How Do I Change the Project Language?
How Do I Find the Customerkey, Projectkey or Culture of My Project?

Access to CAIC

DigitalCX <> CM.com platform migration article
Where Do I Log In?
Why Can't I Activate My Account?
How Do I Change My Password for CAIC?

Definitions

Context in Data
Data Characteristics
Data Definitions
Dialogs
Events
Users
FAQ Clicks and Search
Reporting Data
Interactions
Session Timeouts
Transactional Dialogs (T-Dialogs)
Sessions
Session Mode
User Properties

Known Issues and Bugs

Send a Ticket to Support
Why Do I Get an Error When Downloading CSV From the Dashboards?
Error Message: Header Field Too Long

Metrics

Conversational AI Cloud Metrics
Precision, Recall, and F1-score

Natural Language Processing (NLP)

Natural Language Processing (NLP) in CAIC
Multi-Engine NLU
Recognition
Generative AI in CAIC
Language Detection and Content Translation
Why Does the Language Detection Model Sometimes Misidentify One Language as Another, Like Confusing Dutch for English?
Hybrid NLU

Webhooks

What are Webhooks?
Types of Webhooks
Webhook Configuration
Validate T-Dialog Slots With a Webhook
Webhook Logs
DEPRECATED: Conversational AI Cloud Certificate

Features

Autocomplete

Autocomplete in CAIC

Autocorrect

Autocorrect in CAIC

Data Masking

Masking Data

Device Detection

Device Type Detection

Feedback

Feedback in CAIC
Negative Feedback Not Being Logged in Feedback Dialog

Knowledge (HALO)

Knowledge in CAIC
HALO Tips and Tricks

SSML (Voice)

Introduction to SSML
Adding SSML Content
SSML Elements
How Do I Test SSML Content
How Do I Set Up Feedback in a CAIC Voice Project

Workflow

Workflow in CAIC
Workflow Guide
Which User Roles Have Enforced Workflow?
Can I Bypass Workflow?

Feature Explained: Page Push

Admin Portal

Getting Started with the Admin Portal

CMS User Interface Languages
Where Can I Log Into the Admin Portal?
How Do I Switch Between Projects in the Admin Portal?
How Do I Change My Phone Number for the Admin Portal?

Account

Overview of Session Tiers and Package Types
Overview of Session Tiers and Package Types
How Do I Upgrade or Downgrade My Conversational AI Cloud Package

Users in CAIC

Where Can I Manage the Users for My Project?
How Do I Invite a New Project Admin?
How Do I Invite a New CMS User?
How Do I Change a CMS User Role?
Overview of User Roles
How Do I Delete a Project Admin?
How Do I Delete a CMS User?

Logs

Where Can I Find Logs for My Project?

Projects

How Do I Create a New Project?
How Do I Change the Publish Settings for My Project?
How Do I Add or Remove a Language in My Project?
Where Can I Find an Overview of My Project?
Where Can I Change My Project Settings?
How Do I Delete a Project?
Can I Restore a Project That Was Deleted?

Channels

Channels in the Admin Portal

Integrations with CAIC

Introduction to Integrations
WhatsApp Integration
Facebook Messenger
X (Twitter) Direct Message
Instagram Direct Messaging
Apple Messages for Business in CAIC
Google Business Messages
SMS Feature Support
RCS (Rich Communication Services)
Livechat Channel Integration

Tasks

How Do I Add Allowed IPs for My Project?

AI Components

Is There a Limit on Translations?

Security

Where Can I Manage the Security Settings for My Project?
How do I add allowed IP's for my project?
How Do I Adjust the Webhook Log Settings?
How Do I Enable/Disable Workflow?

CMS

Articles (Q and A)

Introduction to Articles
Guide to Articles
Writing Assistant
How to Set Up FAQs
Export and Import Guide
How Many Articles Can I Import?
Images and Videos
Emoji Recognition
Is There a Character Limit on Long Questions?

Configuration

Configuration Screen
How Do I Get Access to the Configuration Screen?

Context

Introduction to Context
Guide to Context Variables

Conversation Variables

Introduction to Conversation Variables
Guide to Conversation Variables
How Do I Capture Input from the Customer and Reuse It in a Conversation?

Using Dialogs

Introduction To Dialogs
Getting Started With Dialogs
Dialog Side Entries
Dialog Variables
Dialog Nodes Explained
Connecting Dialogs
Creating an End-To-End Integrated Dialog
Link Events and Articles to Dialogs
Adjust the Order of the Dialog Options
Dialog Analytics (beta)
Carousel Support
Halo FAQs
Frequently Asked Questions

T-Dialogs

What is a Transactional Dialog?
Getting Started with T-Dialogs
Test Transactional Dialogs
Global Masking Rules
Transactional Dialog Requirements and Recommendations
Slot Filling
Link an Entity to a Conversation Variable
Link a Transactional Dialog Slot to a Conversation Variable
Use a Conversation Variable to Repeat a Value

Entities

Introduction to Entities
Getting Started with Entities
Guide to Compound Words
Guide to Regular Expressions
Guide to Stop Words
Import and Export Entities
Why Doesn't My Compound Entity Get Recognized?
Why Does the Entity Word Change?

Using Events

Introduction to Events
Guide to Events
Why Doesn't My Event Work?
How Do I Add a ctaDelay?
How Do I Exclude Words Used in an Exception Event From Showing as Missing Recognition?

Intents

Getting Started with the Intent Model
Optimizing Intents
How Do I Export and Import Intents
Intents Migration Guide
How Do I Import Intents

Links

Guide to Links
How to Start a WhatsApp Chat via Clickable Phone Numbers?

Labels

Introduction to Labels
Guide to Labels
How to Find the Category ID
Why Can't I Assign Multiple Categories?
Why Can't I Delete a Category?

MetaData (Additions)

What Is Metadata?
Types of Metadata
Guide to Metadata (Additions)

Publication

How to Publish a Project
Content Freeze

Tasks in the CMS

Dialog Overlap
Missing Recognition Task (Pro + Enterprise)

Test Center

Test Recognition
Test Contextual Answers
Edit Articles, (T-)Dialogs and Events From the Test Center
What Should I Do if I Don't Receive the Answer I Expected to See?
Diagnostics

Dashboards in CAIC

General Information Dashboards

Introduction to Dashboards in CAIC
Dashboard Types
Dashboard Filters

Optimization Dashboards

Answers Dashboard
Customer Journey Dashboard
Devices Dashboard
Dialog Analytics tool (beta)
Dialogs Dashboard
Entities Dashboard
Events Dashboard
FAQs Dashboard
Feedback Dashboard in CMS
Interaction Explorer Dashboard
Q and A Questions Dashboard
Recognition Analysis Dashboard
Tasks: Answers, Dialogs and FAQ
Tasks: Article (Q and A) Recognition
T-Dialogs Dashboard

Reporting Dashboards

Business Report Details Dashboard
KPI Overview Dashboard
Monthly Report Dashboard
PM Overview Dashboard
Quarterly Business Report (QBR) Dashboard
Weekly Report Dashboard

New Conversational AI Cloud Dashboards

Comparison between Existing and New Dashboards
Common Slicers/Filters
Landing Page
Management Report
Categories
Customer Journeys
Answers and Articles
Feedback (New)
Recognition Analysis (New)
Dialogs (New)
T-Dialogs (New)
FAQs (New)
Dialog Flows
Interaction Logs from the Analytics API
Migration to the Analytics API

FAQs for CAIC

Should I Aim for a 100% Recognition Rate?
What Timezone Do the Dashboards Use?
How to Find IDs from the Dashboards in the CMS
Why Isn't It Possible to Filter on Session Mode in the Customer Journey Dashboard?
Can You Retrieve Dashboard Data Past the Time Range?
How to Get an Interaction Log From the Reporting API Using Postman
Can I Have Data Deleted from My Dashboards for a Specific Time Period?
Why Are the Dashboards So Slow?
How Do I Analyze Activations of Linked Article Answers?
How Long Does It Take for Dashboard Data to Show After Going Live?
Does Stepping Out of a T-Dialog Count as the Completion of the Dialog?
Are Stop Words Used in Calculation of the Recognition Rate?
Are User Questions Consisting of Only Stop Words Used in Calculating the Recognition Rate?
Why Are Some Context Missing from My Filters in the Customer Journey Dashboard?
What Is QA-0?
How to Download Dashboard Data
How to Sort Dashboard Data
Interaction Logs and Column Descriptions
Opening CAIC CSV Exports in Excel

Integrations in CAIC

CDP Integration with CAIC

Landing Page with MMC
Integrate Conversational AI Cloud with CDP

Apple Business Chat

Optimizing Content for Apple Business Chat

WhatsApp

WhatsApp Campaign FAQs for CAIC
Optimizing Content for WhatsApp
WhatsApp Dialog Options and Quick Replies
WhatsApp Live Chat
WhatsApp Feedback
Build Recognition for Incoming WhatsApp Attachments
Store the Number of a Client Into a Conversation Variable (WhatsApp/Omnichannel)

Web Conversations in CAIC

Getting Started with Web Conversations in CAIC
Web Conversations Features V1 and V2
How to Create a Web Conversations V2 Inline Configuration
How to style your Web Conversations widget
Carousel Support in Web Conversations
Conversational Router in Web Conversations
Web Conversations Livechat Handover to MSC Agent

Web Conversations FAQs

What file types can I upload?

Custom CSS Examples

HALO

General

Profiles
Conversation Flow
Ava
Search in HALO
HALO Security
Analytics in HALO
Best Practices in HALO

HALO Voice

Voice Specific Considerations

Agents

Agent Editor
Agent Settings
Agent Analytics
Agent History

Tools

Basics and creation process

Steps, branches and ouputs

API (HTTP) Call
LLM Interacton
Code Execution
User Interaction
Approval Step
Wait Step
Branches - Logical Step and Parallel execution
Knowledge Node
Output

Nesting Tools and reusing logic
Parameters, variables, context and data flow
Debugging Tools
Tool Templates
Tool Analytics
Tool-Managed Handover functionality and limitations

Knowledge

Adding Resources

Files
Web crawler
Conversation History
Knowledge Articles (CAIC)

Marketplace

Set up Marketplace Integrations

API Connection

Managing Resources
Recognition Rate Analytics
Knowledge Settings
Synchronizing sources

Style

Introduction to Style
Tone of Voice
Personas and Language Support

Conversations
Feedback - Quality Assurance
Context in HALO
Testing

HALO Tutorials

Tutorial Introduction
Tutorial on Your First Tool
Tutorial on Your First Agent
Tutorial on How to Cancel an Order With HALO

Lexicon
Debugging in HALO
Analytics API

Ticketing

Seated Ticketing

General settings

How do I create a location within Seated Ticketing?
How to create an event in Seated Ticketing
What does an Event Catagory do?
How does the settings in an event work in Seated Ticketing
How does Ticket Types work in an event?
How does the sale plans in an event work in Seated Ticketing?
How to create a shop in Seated Ticketing
How to select available payment methods
How to add blockades in a venue
How to use Discount Campaigns in Seated Ticketing
Relations Overview
Relations specific
How to create consents in Seated ticketing?
How to create an order/reservation in the dashboard
How to use relation tags?
How to work with Order tags in Seated Ticketing?
How to create custom fields at Seated Ticketing
How to move a seat to an other place

Layout

How to customize your ticket shop?
How to customize email layouts?
How to customize ticket layouts?
How to customize the mobile ticket layout

Advanced settings

How to send data from Seated Ticketing to the CDP
What is personalization and how does it work
How to use Extra products in Seated ticketing?

Additional features

How to work with the guestmanager in Seated ticketing?
How to work with external barcodes/tickets
How to work with resell in Seated Ticketing
How to work with Idin in Seated Ticketing

Event Ticketing

Getting Started with Event Ticketing

Checklist Ticketshop - Start Selling tickets
What is a ticket poule?

How to organise a presale?

How to secure my Ticketshop for a selected group of people?

Consumer details

What is Ticket Personalization?
How do I edit the personal details of an order ?
How can I edit the name on a guest list ticket?
Why is the age of the visitors of my event so high?
How can I see where my visitors live?

Consent Management in the ticketshop

How to add a marketing opt-in in my ticketshop?
General terms and conditions and privacy policy visitors CM Ticketing

Payment Methods

Which payment methods are available in the Ticketshop?
How to enable invoicing for your visitors?

Analytics

How do I use tracking presets?
How many visitors are currently in my ticketshop?
How many visitors am I expecting for my event?
How can I export the visitor data?
How do I export the consumers that agreed to receive the newsletter?

Ticketshop

How can I create a Ticketshop?
How to Integrate Ticket Shop Using an Iframe
Is it possible to disable the ticket download?
How do I create upsell tickets?
How can I add extra steps in the Ticketshop?
How do I create ticket categories in the shop?
How can I create ticket categories?

Customize ticketshop

What are the measurements of the Ticketing - custom shop?
What does the order confirmation email look like and how can I edit this?
How can I add an image to the Ticketshop?
How can I make a custom Ticketshop?
How do I create a ticket layout?
How can I add an image to my tickettypes?
How do I customize mobile ticket layout?
How do I connect my ticket layouts to my tickets?
How can I change the design of my Ticketshop?

Discount Codes

What are discount codes?
How to create your own discount code?
How to modify a discount code?

Scanning

Ticketing Scan App Guide
How do I setup a new scanning service?
How do I see who was present at my event?
Some tickets are valid on multiple days. Where do I configure a ticket to be scanned more than once?
Where can I configure the time frame in which my tickets can be scanned?

Payout

When do I receive the payout of my sold tickets?
Where do I fill in my bank account number (IBAN)?
Can ticket fees be paid out early (Ticketing)?

Ticketing x Mobile Marketing Coud

How to integrate CDP into Ticketing?
Consent Management - Email Campaigns
Consent Management - CDP
Marketing Segments
Visitors Segments
Clean-up Customer Data Platform
Ticketing filters in the Customer Data Platform
Ticket Personalization Reminder - Email Campaigns

Contact

How can I contact the CM Ticketing team?
Where can ticketbuyers ask questions about their tickets?
Is CM Ticketing General Data Protection Regulation (GDPR) compliant?

Attractions Ticketing

Algemene Instellingen

Hoe stel ik de FAQ in op mijn ticketstraat?
Welke talen kan ik instellen?
Ik wil een ticket aanbieden via Reserve with Google?

Ticketstraat Beheren

Welke persoonsgegevens kan ik vragen aan mijn bezoeker tijdens het bestelproces?
Waarom zijn mijn velden in het CMS leeg?
Kan ik een voorbeeld zien van de teksten die ik heb ingesteld op de ticketstraat?
Hoe stel ik een minimaal of maximaal aantal tickets in?
Welke teksten kan ik aanpassen?
Hoe voeg ik producten toe aan mijn ticketstraat?
Waar pas ik mijn standaard ticketstraat teksten aan?
Hoeveel (verplichte) checkboxes kan ik toevoegen?
Hoe stel ik een donatie stap in het bestelproces in?
Is het mogelijk een overzicht te tonen van de bestelling aan de bezoeker voordat ze betalen?
Hoe toon ik de optie voor het inschrijven tot nieuwsbrief?
Kan ik de volgorde van de persoonsgegevens aanpassen?
Hoe voeg ik een link toe in de tekst op mijn ticketstraat?
Wat is een voucher pagina?
Hoe zet ik mijn ticketstraat online of offline?
Hoe voeg ik merchandise toe aan mijn ticketstraat?
Waar pas ik mijn ticketstraat tekst aan voor een specifieke ticketstraat?
Kan een bezoeker na betaling zijn tickets opslaan in een mobiele wallet?
Hoe koppel ik tickets aan een ticketstraat?
Wat is het verschil tussen standaard ticketstraat teksten en ticketstraat teksten?
Hoe toon ik een minder lange lijst van tickets op mijn ticketstraat?
In welke talen kan ik mijn ticketstraat tekst instellen?
Kan ik cadeautickets aanbieden?
Kan ik de grootte van de tekst instellen op mijn ticketstraat?

Ticketgroepen (Attractions)

Wat is het verschil tussen een evenement en een tentoonstelling?
Hoe voeg ik een ticket type toe?
Hoe pas ik de teksten op mijn ticket aan?
Hoe voeg ik een "open dag" toe?
Wat is het verschil tussen standaard teksten en ticketgroep teksten?
Waarom kan ik bij een evenement een ticketlimiet instellen en bij een tentoonstelling niet?
Hoeveel ticketgroepen kan ik toevoegen aan de ticketstraat?
Pre-visit mail: Wat is het verschil tussen standaard teksten en ticketgroep teksten?
Hoe pas ik de tekst van mijn pre-visit mail aan?
Wat is een ticketgroep en een tickettype?
Ik zie een andere tekst op mijn ticket dan dat ik heb ingevuld, hoe kan dat?
Hoe stel ik een after-visit mail in?
Hoe stel ik een pre-visit mail in?
Hoe maak ik een nieuw evenement of tentoonstelling aan? (Attractions)
Hoe zet ik mijn kalender open of dicht?
Waar pas ik de informatie in de rechter kolom van mijn ticket aan?
Ik heb mijn ticketgroep aangemaakt maar ik zie deze nog niet online staan op mijn ticketstraat, hoe kan dat?
Hoe pas ik de banner op mijn ticket aan?
After-visit mail: Wat is het verschil tussen standaard teksten en ticketgroep teksten?
Email bevestiging: Wat is het verschil tussen standaard teksten en ticketgroep teksten?
Ik wil de volgorde wijzigen van mijn tickets
Hoe pas ik de tekst van mijn emailbevestiging aan?
Wat doet een kinderticket?
Ik wil een "gesloten dag" toevoegen
Hoe pas ik de tekst van mijn after-visit mail aan?
Hoe voeg ik bullet points toe in mijn ticket tekst?
Wat is de titel van een ticketgroep, waar komt dit te staan?
Wat is een kassa identificatie code?
Waarom zijn de velden leeg?
Ik wil de prijs aanpassen van mijn ticket.
Waarom klopt mijn ticketpreview niet?

Tijdssloten

Waar kan ik mijn tijdsloten koppelen aan de ticketstraat?
Wat is het verschil tussen ticketlimiet en capaciteit via tijdsloten?
Ik heb een tijdsloten groep aangemaakt maar er staat nog niets onder gekoppelde ticketgroepen?
Ik heb tijdsloten ingesteld maar ik zie ze niet op de ticketstraat?
Hoe kan ik inzien hoeveel tickets er voor een tijdslot op een bepaalde datum zijn geboekt?
Wat is het verschil tussen tijdsloten en de kalenderinstellingen?
Wat is het verschil tussen een toevoegende en een overschrijvende uitzondering?
Hoe match ik de juiste tijdsloten groep aan de juiste tickets?
Kan ik meerdere tijdsloten groepen koppelen aan een ticketgroep?
Hoe werkt de prioriteit in de tijdsloten?

Kortingen and Giftcards

Hoe maak ik een kortingscode aan?

Verkoopmodule

Gaan tickets die ik via de verkoopmodule genereer van mijn capaciteit af?
Hoe wordt er voor tickets via de verkoopmodule betaald?
Wat is de verkoopmodule?
Zie ik tickets die ik bestel via de verkoopmodule terug in mijn export of statistieken?

Orderbeheer

Hoe pas ik de datum van een ticket aan?
Hoe zoek ik een ticket van een bezoeker op?
Ik wil een ticket annuleren of refunden van een bezoeker.
Kan ik een ticket naar een ander emailadres versturen dan waarmee er is geboekt?
Kan ik tickets opnieuw versturen aan een bezoeker?
Hoe zie ik de status van een ticket?

Google Tag Manager

Hoe stel ik Google Tag Manager v2 in?

Overig

Waar staan de tickets die ik wil verkopen via resellers (bijv. Get Your Guide)?

Upsell
Groepen & Scholen

Yourticketprovider | GO platform

Functies op accountniveau

Mijn events
Mailcampagnes
Financial Insights
Account settings

Functies op eventniveau

Event dashboard

Event settings

Bewerk event
Bankrekening
Seating
Bezoekers informatie
Toegangsrollen
Online Streaming

Tickets

Bijproducten
Categorieën
Regels
Capaciteitsinstellingen
Tijdsloten:

Ticketshops

Algemene ticketshops
Custom ticketshops
Ticketshop opties
Donaties
Security (OTP)

Design

Design ticketshop
Design tickets
Design mails

Bezoekerslijst

Bezoekerslijst opties & gastenlijst
Barcodes genereren

Codes

Kortingscodes
Toegangscodes
Vouchers

Marketing

Online Marketing Toolkit
Wat is Google Analytics & wat kan ik er meten?
Marketing Automation
Promoters
Pre-registraties
Marketing Events

Integraties
Entree

Rapporten

Bezoekersrapport
Sales rapport
Financieel rapport
Check-ins
Custom rapport
Rapport filters

Entrance Management

Management & configuration
Scanning application

Verification and Sign

Sign by CM.com

Introduction to Sign by CM.com
Understanding dossiers and documents in Sign by CM.com
How to purchase Sign by CM.com
How to create dossiers with Sign by CM.com
How recipients can sign documents
Checking the status of a dossier
Sending reminders for pending dossiers
Document visibility in the Sign application

iDIN

What is iDIN and how does it work?
What are the benefits of iDIN for a merchant?
Can anyone use iDIN?
How do I integrate with iDIN?
What information can a merchant receive from a consumer when using iDIN?
What happens when a customer uses a shared account (iDIN)?

IBAN Verification

What is IBAN Verification and how does it work?
How secure is IBAN Verification?
What are the benefits of IBAN Verification for an acceptor?
Can everybody use IBAN Verification?
Can IBAN Verification complement iDIN?
What information can a merchant receive from a consumer using IBAN Verification?

ID Scan

Where can I find Developer documentation for ID Scan?
How do I improve the success rate for ID Scan?

Central Services

Analytics Portal

General information Analytics Portal

Introduction to the Analytics Portal
The Overview
Available reports

Tools and Features

Introduction to the tools
Dashboard Filtering
Filterset Bookmarking
Subscriptions
Data Exporting

Settings in the Analytics Portal

Users settings

FAQ

I cannot login to the Agent Inbox / Mobile Service Cloud (FAQ)
Where can I find the portal?
Who can access the portal?
Where can I find the latest updates?
How can I provide feedback?

Conversational Router

General information Conversational Router

Introduction to the Conversational Router

FAQ Conversational Router

I cannot login to the Agent Inbox / Mobile Service Cloud...
Where can I find the router?
How do I use the router?

Web Conversations

Introduction to Web Conversations
Getting Started with Web Conversations
Conversational Router Configuration
Multichannel Support
Theming and Customization
Custom CSS Examples for Web Conversations
Text Customization
Behavior Settings
Translations and Multilingual Support
Integrating with Your Website

AI Library

Mastering AI Prompting
A Beginner’s Guide to Artificial Intelligence (AI)
Making Sense of AI: Understanding LLMs, Capabilities, and the Future
How Reasoning Models and HALO Work Together to Analyze Complex Documents
When to Use Workflows to Design AI Agents in HALO
Preparing to Build Your First Workflow with HALO
Building and Scaling Workflows with HALO
How to Format AI Prompts for Better Results with HALO
How to Translate the Knowledge Center

Breadcrumbs

Knowledge Center
Mobile Service Cloud
User Guides

On this Page

Definitions / Concepts

What Is an Agent?
What Are Web Stores?
What Is a Channel?
What Is a Subscription?

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