RingCentral Advanced Messaging Guide

To get started, let's walk through some initial concepts every Advanced Messaging Developer should know about our features.

Sources/Channels

A channel (or source) is referred to as a digital medium for customers to connect with enterprises. We currently support following channels/sources through the API’s:

• Facebook public and private
• Twitter public and private
• Instagram public and private
• WhatsApp
• LinkedIn
• Apple Messages for Business (AMB)
• YouTube
• Engage Messaging
• Google Messages for Business
• Google Reviews
• Email
• Viber

To get messages from these channels you would need to have an account which can be connected, authorized and set up to start getting messages.

To configure a channel, one has to be provided with an Engage Digital account where they can use specific channel flows for setup and configuration. Please use the signup button above to request an Engage Digital account for channel setup and configuration.

Content

Content refers to messages that are sent/received on the configured channels. Content could be simple text messages, rich structured messages (e.g. carousels, rich link, etc.) or attachments in the form of files or videos. The Contents API will allow developers to both obtain and send content out on the configured source/channel.

How to configure a channel

Each channel like WhatsApp, Viber, and Facebook is a medium through which agents can communicate with customers.

Please refer to the following documentation on how to setup and configure a channel.

Webhooks

Advanced Messaging provides a Webhook API to be notified when events occur. This API is near real time and provides an alternative to polling the REST API. The purpose is to be able to trigger event-based behavior. This way you will be able to build a gamification mechanism, live dashboard, synchronizing contents, etc. The current event type supported through Advanced Messaging webhook is as below

Resource Types

API

Get Content

This method renders contents ordered by creation date (descending).

RingCentral production servers are accessible on https://platform.ringcentral.com. Please note that for security reasons connection is allowed using only HTTPS protocol to the default HTTPS port 443, so the port can be omitted in the URI. Be sure to set the proper authorization header for your deployment.

GET https://platform.ringcentral.com/engage/advanced-messaging/v1/contents

Create Content

This method allows you to create new content for use in discussions. It can be a reply to another piece of content or be used to initiate discussion. If authorized, the token’s user will be used as the content author. Content will be created and pushed asynchronously to the source.

Replying to a customer's content is usually possible (unless the source/conversation is read only).

Composing a content on the contrary depend on the source itself:

• The source may not support it (and be purely reactive like Instagram, Messenger ...)
• Some sources (usually public account) like Twitter or Facebook page allows you to publish content without targeting specific individuals.
• Some sources (usually non public media) require specific targeting (phone number for SMS, email address for email, customer_id ...) to be able to create a content. This is source specific and detailed under the generic parameters.

Authorization​: only users that can reply or initiate discussion (= compose) on given source. it renders also an error if in_reply_to isn’t synchronized or if in_reply_to content is not under an ​open intervention.

RingCentral production servers are accessible on https://platform.ringcentral.com. Please note that for security reasons connection is allowed using only HTTPS protocol to the default HTTPS port 443, so the port can be omitted in the URI. Be sure to set the proper authorization header for your deployment.

POST https://platform.ringcentral.com/engage/advanced-messaging/v1/contents