Aura Channels

Introduction

An Aura channel is any communication means a Telefónica client may use to interact with Aura, typically to gather information about, as well as to manage, the client’s Telefónica products and services.

As Aura platform is based on Microsoft Azure Bot Service and Bot Framework, it uses the general-purpose communication mechanism called Direct Line API, provided by Microsoft.

In this framework, Aura Virtual Assistant is able to communicate with different communication protocols:

• Directly with channels that “talk” Microsoft Direct Line
• Directly through communication protocols based on Direct Line, such as Auraline
• Through the use of adapters for channels that do not support Direct Line.

To become an Aura-compatible communication means, Aura channels must fulfil a set of requirements as well as support the so-called Aura request-response semantic model. Specifically, it employs one property, channelData, that serves as a crucial bridge, allowing Aura to harness channel-specific data and functionalities, ensuring a tailored and optimized interaction.

Depending on this model, the Aura channel will support distinct levels of complexity regarding the interactions to be implemented as well as the richness of the information provided to customers interacting with Aura.

Moreover, the practical processes for the management of channels are included in Manage channels in Aura, including guidelines for the installation and activation of channels and how to update channels configuration.

Index of documents

Throughout these documents, you can find comprehensive technical information regarding channels in Aura:

• Aura communication protocols: Description of Direct Line and Auraline communication protocols.

• Channels authentication: How an Aura channel authenticates its users.

• Aura channel model: Updated model for the communication between Aura and a channel.

• Detailed information regarding key channels available in Aura:

  • WhatsApp channel
  • Google RCS Business Messaging
    
    

• Manage channels in Aura: Guidelines for channels management in Aura, including installation and activation of channels and how to update channels configuration.

• Use cases development. Guidelines for specific channels:

  • Use cases development in WhatsApp
  • Use cases development in Google RCS Business Messaging channel