Chat guide: task-oriented chats #2892
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| Each room includes all task participants: customers and agents in support, buyers and sellers in marketplaces, players in games, team members in projects. Participants can join and leave as the task evolves. Access to message history and other features can be granted to all or select participants via capabilities. | ||
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| ### Pricing flexibility |
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Probably more of a @m-hulbert question - but do we want to be calling out billing dimensions explicitly in the guide because if they ever change we have to go and update everywhere?
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I would avoid talking about pricing explicitly. We can add a link to the pricing price, or to the future chat-specific pricing documentation.
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I won't talk about pricing here. Maybe a link to the pricing page.
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| ## Push notifications | ||
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| Ably Pub/Sub channels can be used for push notifications. See the [Push notifications](/docs/push/publish) documentation for more details. Since Ably Chat rooms are backed by a single Ably Pub/Sub channel, you can use the same channel for push notifications to notify all participants in the room when something happens. |
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We need to check the implications on mutable messages of using the same channel for push notifications
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I've had a go with this and found it difficult to use actually:
- chat channels require identified publishes so servers will have to set a clientId for sending push notifications
- I found setting up push notifications to be very confusing and difficult to just reset and start over (I'm probably missing something here)
maybe we should just suggest to use another channel, or I can dig some more into this?
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Regarding identified client, the web UI in the dashboard also fails to send notifications for chat channels, greeting users with this
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Yeah the Web UI is a known issue that I've raised. Having to set a clientId for push notifications isn't the end of the world - but im thinking like will they be in the channel history etc
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- they show in history, but they show in history anyway if you have history enabled (not just on chat channel or mutable messages channel)
- on mutable channels they can also be edited and deleted
Given that they show in history if you enable persistence, is this a problem?
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| title: "Guide: Building task-oriented chat experiences with Ably" | |||
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I find "1:1 or small group" chat experience more understandable than "task-oriented".
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| Delivering chat messages in realtime is key to a smooth online experience. Ably's [serverless architecture](/docs/platform/architecture) eliminates the need for you to manage websocket servers. It automatically scales to handle millions of concurrent connections without provisioning or maintenance. Ably also handles all of the edge-cases around delivery, failover and scaling. | ||
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| Despite the challenges of delivering these guarantees, Ably is designed to keep costs predictable. |
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I would not talk about pricing in the guide.
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We've done that in the livestream guide - and I think it does have a place here. But I think it should be limited to "consumption based helps if your app is like ABC, MAU helps if your app is like XYZ" - so much more of highlighting a decision point and showing how Ably works for you, rather than breaking down the pricing in detail.
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| Each room includes all task participants: customers and agents in support, buyers and sellers in marketplaces, players in games, team members in projects. Participants can join and leave as the task evolves. Access to message history and other features can be granted to all or select participants via capabilities. | ||
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| ### Pricing flexibility |
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I would avoid talking about pricing explicitly. We can add a link to the pricing price, or to the future chat-specific pricing documentation.
| Chat rooms scale horizontally. Ably allows you to have as many rooms as you need running in parallel. | ||
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| * **Proven at scale:** Ably delivers over 500 million messages per day for customers. | ||
| * **Rate limiting:** Prevent spam and maintain conversation quality with global or per-user throttling appropriate for your use case. |
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Do we actually offer "per-user throttling"? Understanding user here as a clientId.
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We don't, no - it doesn't mean that it's not possible but requires extra work on your part.
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| Each room includes all task participants: customers and agents in support, buyers and sellers in marketplaces, players in games, team members in projects. Participants can join and leave as the task evolves. Access to message history and other features can be granted to all or select participants via capabilities. | ||
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| ### Pricing flexibility |
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I won't talk about pricing here. Maybe a link to the pricing page.
| Ably's comprehensive platform enables you to combine chat with other realtime features to create rich, interactive task experiences. | ||
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| **Pub/Sub channels** add interactive elements: | ||
| - **Live polls:** Quick feedback during collaborative decisions |
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Wouldn't be better using LiveObjects for Polls and other things, instead of a channel?
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I think they're probably best via a message that gets annotations for votes, but I guess it depends.
As far as I know LO are good if the state you want to track is per-room/channel and you want to keep it synched. Topic, room reactions type of thing, pinned messages, etc.
For task-oriented it can be things like the actual listing in a marketplace can be a live object if it's something that gets updated live. Or if you do a live fundraiser and you count and show how many donated and total amount raised.
I guess the status updates/progress indicator it s good one in this list
| * **Hate speech and harassment:** Detecting discriminatory language, threats, or targeted abuse. | ||
| * **Discrimination:** Detecting discriminatory language, threats, or targeted abuse. | ||
| * **Inappropriate content:** Flagging adult content, violence, or graphic material. | ||
| * **Toxicity:** Measuring overall message sentiment and hostility |
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End sentence with "."
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| 2. **Technical integration** | ||
| * **Latency impact:** AI moderation adds up to 100ms to message delivery. | ||
| * **Integration options:** Choose from pre-built integrations or connect your existing moderation systems via webhooks, serverless functions, or queues |
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End sentence with "."
| Ably's [fault tolerance guide](/docs/platform/architecture/fault-tolerance) describes how we do this and that, even if an entire region | ||
| goes down, it has little-to-no impact on the global service and your application. | ||
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| ## Priced for task-oriented efficiency |
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Nice pricing explanation here.
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Keep or drop?
If we want to avoid pricing info on this page, maybe it needs to go?
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| ### Aggressive connection management | ||
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| When a client abruptly disconnects from Ably, there is a 2 minute delay before the connection is cleaned up on the server, to enable the client to resume the connection from where it left off. When you're finished with an Ably connection, be sure to call the `close()` method to gracefully shut down the connection. |
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Maybe explain this is good for pricing, as there won't be opened connections forever.
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added a line about this - mentioning to detach the room and drop connections
Co-authored-by: Andy Ford <[email protected]>
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Last things to decide:
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@AndyTWF @david-hernandez-ably I've updated pricing and push notifications sections. Let me know what you think :) |
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| title: "Guide: Building task-oriented chat experiences with Ably" | ||
| meta_description: "Architecting task-oriented chat with Ably for 1:1 and small group conversations linked to specific tasks. Performance, reliability, and cost optimization for support tickets, deliveries, gaming sessions, and more." | ||
| meta_keywords: "task-oriented chat, 1:1 chat, small group chat, realtime messaging, support tickets, delivery tracking, gaming chat, Ably Chat, chat SDK, dependability, cost optimisation" |
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Worth adding use-case here?
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| Ably Chat is purpose-built for task-oriented chat experiences, from 1:1 conversations to small group interactions that enhance specific activities and workflows. | ||
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| > If you need to deliver seamless, contextual chat experiences that enhance tasks like support tickets, deliveries, gaming sessions, collaborative work, or transactional processes, without sacrificing performance, reliability, or costs, then Ably is the proven choice. |
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If we're going to make this an explicit indent here, can we do the same for the livestream guide which has a similar paragraph
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That said, this indent doesn't appear to make a difference in the review app?
| Chat rooms scale horizontally. Ably allows you to have as many rooms as you need running in parallel. | ||
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| * **Proven at scale:** Ably delivers over 500 million messages per day for customers. | ||
| * **Rate limiting:** Prevent spam and maintain conversation quality with global or per-user throttling appropriate for your use case. |
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We don't, no - it doesn't mean that it's not possible but requires extra work on your part.
| Chat rooms scale horizontally. Ably allows you to have as many rooms as you need running in parallel. | ||
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| * **Proven at scale:** Ably delivers over 500 million messages per day for customers. | ||
| * **Rate limiting:** Prevent spam and maintain conversation quality with global or per-user throttling appropriate for your use case. |
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Per-attachment rate limits aren't helpful for Chat in many scenarios because we publish via REST.
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| In task-oriented chat, each room is typically low throughput. Scaling comes by running as many rooms as you need at the same time. Ably handles everything from 1:1 conversations and small group discussions to [livestream chats](/docs/guides/chat/build-livestream) with the same reliability and scalability guarantees. | ||
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| Chat rooms scale horizontally. Ably allows you to have as many rooms as you need running in parallel. |
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I think this section needs to come across more as "here are some things you need to think about" rather than suggesting we have solutions right now for them (attachment rate limits aren't really helpful and the global limits aren't really the right fit).
If you look at the livestreaming guide, we've framed it more as a discussion of things you need to think about and decisions you need to make.
I guess it raises the question - is throughput / rate management the best fit for these types of chats?
| This contextual presence information helps participants understand not just who's online, but who's ready and able to engage with the current task. | ||
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| ```javascript | ||
| // subscribe to presence events |
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Does this need an attach call after it to make the example complete?
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| ## Message history: essential task context <a id="history"/> | ||
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| Message history is crucial for task-oriented chats, ensuring continuity and context even when participants join mid-task or return after interruptions. |
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Worth a link somewhere in here to the BYOD guide (when it arrives) as I think audit is key for many of these use-cases
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| Ably's comprehensive platform enables you to combine chat with other realtime features to create rich, interactive task experiences. | ||
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| **Pub/Sub channels** add interactive elements: |
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Should the wording here be "allow you to build interactive..." so we don't imply these features are out of the box?
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| Ably's flexible moderation system adapts to your task requirements: | ||
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| * **Per-room policies:** Different moderation rules for different task types or user roles. |
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There's not currently a way to specify "User X is allowed to swear" except where the platform allows is (Hive Dashboard might be the only one)
| ``` | ||
| </Code> | ||
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| ## AI Integrations |
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Do we want to go deeper here and talk about AI customer service etc?
Description
Chats linked to something else, like a meeting or call, delivery, document like google docs, or a support ticket. Typically small groups or 1:1.
https://ably.atlassian.net/browse/CHA-900
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