Feature scope in Multi-application implementation of Digital Messaging

Traditionally, Digital Messaging could only be enabled for one application per environment, creating architectural constraints. With support for multiple applications, organizations can enable Digital Messaging while maintaining isolation and control.

When multiple applications use Digital Messaging in the same environment, feature scope determines whether a configuration change affects only one application or all applications globally. This distinction is critical for managing updates without unintended consequences.

Messaging features apply at different scopes:

• Application-specific: Changes affect only the current application.
• Environment-specific: Changes apply globally across all applications using Digital Messaging.

Understanding feature scope helps you manage configuration changes and predict their impact across your multi-application environment.

The following table lists the features the shows whether the changes to the features are application-specific or environment-specific:

Feature	Application-specific	Environment-specific
Bot failure escalation	✔
Audio notifications	✔
CSR assistant	✔
Intelligent routing	✔
Estimated queue position and wait time	✔
Global concurrency limit	✔
Routing to CSRs	✔
Disabling Legacy Native Routing	✔
Staggering interval	✔
Conditional screen pop behaviors	✔
Messaging attachments		✔
Co-Browse	✔
Suggested replies	✔
System messages		✔
CSR capacity settings, Maximum allowed time for temporarily unavailable status	✔
Reason		✔
Post-chat survey	✔
Common phrases		✔
Queues	✔
Timeouts and close behavior		✔

This scoping model provides flexibility while maintaining consistency where it matters most. Application teams can customize routing behaviors, capacity settings, and customer service representative (CSR) tools independently, while the organization maintains standardized messaging protocols, attachment handling, and system communications across all applications.

Application-specific features (15 features): These configurations apply only to the application where they are set. When you configure bot failure escalation, intelligent routing, or queues in Application A, those settings remain isolated to Application A and do not affect Application B or Application C. This isolation enables each application to maintain independent operational characteristics tailored to their specific requirements.

Environment-specific features (five features): These configurations apply globally across all applications that use Digital Messaging in the environment. When you modify messaging attachments, system messages, or common phrases, the changes propagate to every application with Digital Messaging enabled. This global scope requires careful change management because modifications impact all messaging-enabled applications simultaneously.

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This Topic is available in the following Module:

• Multiple Application Support in a single environment v1