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
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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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Do you mean literally the keyword use-case? Can add. To livestream too maybe?
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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?
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I've spent some time thinking of this section and in what situations it would make sense.
A potential source of spam would be bots opening many rooms. Can be mitigated with a form+captcha or similar before actually creating the task+room. I feel this is a bit out of scope though, so I'm removing the whole section. It was forced.
| 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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added attach calls in examples where it makes sense
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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)
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changed to for different rooms.
| ``` | ||
| </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?
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Seems to diverge from the main topic a bit?
Not quite sure what to cover either if to add. I can think of:
- describe a scenario where user creates new chat -> ends up with bot -> later gets moved to human
- talk about other features and AI: typing indicators, status via presence
- not the space to recommend anything for LLM streaming or MCP stuff; we can mention when we have other content
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| link: '/docs/guides/chat/build-livestream', | ||
| }, | ||
| { | ||
| name: 'Task-oriented chat', |
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If we're going with the guide being titled around small-group, does this need to change?
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| title: "Guide: Building small group chat experiences with Ably" | |||
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The title now doesn't quite add up with the focus of the guide - it comes across as being generic group chats, but then we launch straight into task-oriented?
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renamed to embedded chats
| - Do you need any spam prevention measures applied before allowing users to join rooms? | ||
| - For example, in a support chat scenario, use a captcha or other measures before allowing users to join a room or create a new ticket. | ||
| - Do you need long-term archiving of the chat history? | ||
| - Check out the guide for [exporting chat data](/docs/guides/chat/export-chat) for an overview of your options. !!!TODO remove this if export chat not merged!!! |
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Aware of this TODO, just noting it so we don't forget
| ``` | ||
| </Code> | ||
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| You can use our [React UI Kit](/docs/chat/react-ui-kit) to easily create a [fully featured chat window](/docs/chat/getting-started/react-ui-kit#chat-window) that handles subscribing to messages, loading history, message updates and deletes, message reactions, and more. See the [React UI Kit](/docs/chat/react-ui-kit) for more details. |
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I think UI kits should have their own section (in fact, I think they should on the livestream guide too). This is a major selling point for chat use-cases
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added short section, just in this one for now
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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** enable you to build rich, interactive task experiences: |
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| Closing connections as well as detaching from rooms when no longer needed is important to ensure that you are not charged for unused resources. | ||
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| ## Push notifications |
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Would move this above room reactions - much more closely aligned with this use case
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moved above room reactions and above AI, I think before you add AI you might want to have a way to get people re-engaged
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| * **Explore Ably Chat:** Dive into the [Ably Chat documentation](/docs/chat) for comprehensive API details and advanced features. | ||
| * **Try the examples:** Play around with [chat examples](/examples?product=chat) to see real implementations. | ||
| * **Get started quickly:** Follow the [JavaScript/TypeScript](/docs/chat/getting-started/javascript) or [React](/docs/chat/getting-started/react) getting started guides. |
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done, and mobile SDKs too
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Just some opportunities to really hit home on the scale front and I think we'll be there :)
| - Do you need any spam prevention measures applied before allowing users to join rooms? | ||
| - For example, in a support chat scenario, use a captcha or other measures before allowing users to join a room or create a new ticket. | ||
| - Do you need long-term archiving of the chat history? | ||
| - Check out the guide for [exporting chat data](/docs/guides/chat/export-chat) for an overview of your options. |
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This 404's for me, but presume that's because we need to rebase.
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| Despite the challenges of delivering these guarantees, Ably is designed to keep costs predictable. You can choose between MAU-based (more predictable for a known number of users) or per-minute pricing (consumption-based, pay for what you use), depending on your needs. Both pricing models are designed to be cost-effective and scalable. Features such as efficient connection management are available to help you reduce costs. | ||
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| ## Architecting your chat: UX first, scale always |
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Could we use a subset of UI kit components to do a quick mockup or two of what a chat could look like? A visual here might help to get the point across.
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If we want some visual for this should I ask design if they're happy to make a mockup instead? I can spend the time to mess with the UI Kit and CSS and make something, it might look sort of acceptable but not the kind of graphic we'd want in the header of a guide?
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Added in-game chat example screenshot at the top of the article.
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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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I think we could drive home some hard numbers in this section to really hit the scale part, I'm thinking:
- 2B devices every month
- 600B message every month
- 6.5s message delivery latency
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e.g.
"Ably routinely handles 600 billion messages every month globally, across 2 billion devices with median delivery latencies under 6.5ms even during peak traffic."
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added with link to https://ably.com/docs/platform/architecture/latency#message-delivery-latency
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| ## Architecting your chat: UX first, scale always | ||
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| The most important decision when developing embedded chat applications is the experience you want users to have within their specific context. This will determine how chat integrates with your task flow and ultimately how effectively it enhances the user experience. |
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In our section heading we promise scale, but don't then deliver on it with hard numbers. Perhaps we can add something like this to bring scale back to the front (perhaps as a summing-up sentence at the end)?
Ably has been tested to handle millions of concurrent connections and rooms. Whether you're managing 100 support conversations or 100,000 simultaneous delivery chats, the architecture remains the same—no re-engineering required as you grow.
| Authentication is best achieved using JSON Web Tokens (JWTs). These are tied to a particular `clientId` and come with a set of [capabilities](/docs/chat/setup#authentication) that control what a client can and cannot do - for example whether they can send messages, join a certain room or moderate. Ably's SDKs handle the timing and process of requesting a new token for you, refreshing it when it expires. All you need to do is provide a server-side endpoint that can generate the JWT for the client. This enables clients to use your existing authentication systems or user sessions to generate their Ably token. | ||
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| ## Presence: Know who's available in the room | ||
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Opportunity to call out scale here, e.g.
Using server-side batching (link), Ably effortlessly handles thousands of presence participants per room without impacting performance.
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Happy from my side once deved have approved :)
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| The most important decision when developing embedded chat applications is the experience you want users to have within their specific context. This will determine how chat integrates with your task flow and ultimately how effectively it enhances the user experience. | ||
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| Ably has been tested to handle millions of concurrent connections and rooms. Whether you're managing 100 support conversations or 100,000 simultaneous delivery chats, the architecture remains the same - no re-engineering required as you grow. |
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I think move this to the end of the section - as it's a nice sum-up of key USPs after the bullet points
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Thanks for this Vlad - I think the info in here is really good.
Where I think we need to pivot though, is revisiting why this is a single guide. I think we're struggling on terminology between 'embedded' and 'contextual chat' and that's diluting from giving strong opinions on problems/solutions that I've raised throughout.
Even if there's a certain level of duplication between the 2 guides, I'd like us to consider whether it would make the messaging clearer. Both of these can be embedded, sure. But 1:1 is likely to be the main focus of importance to a user, whereas a small group chat is sort of ancilliary to whatever it's being embedded into in most cases.
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| title: "Guide: Building embedded chat experiences with Ably" | |||
| meta_description: "Architecting embedded, contextual chat with Ably for 1:1 and small group conversations linked to a specific context. Performance, reliability, and cost optimization for support tickets, deliveries, gaming sessions, and more." | |||
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We're using "contextual chat" throughout this guide, and I just wonder if that's the right term. I think with the rise of LLMs it means something quite different to what we're intending to get across here.
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i've changed it to be "embedded chats" everywhere
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| Ably Chat is purpose-built for all types of 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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I'd suggest listing these out as bullet points to break up the text and make the use cases more visible. Also, "support tickets" makes it sound more CRM-based whereas I think you're intending to mean 1:1 support agent : customer chats, right?
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changed to "support chats", but now it's mentioned a lot less
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| Building with Ably means that you no longer need to worry about managing websocket servers, handling failover, network disruptions, or keeping latency low. Ably handles all of this for you, leaving you free to focus on creating engaging experiences. | ||
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| This guide explains the architectural decisions, technical challenges, and unique benefits of building embedded or contextual chat experiences with Ably, focusing on 1:1 and small group chats. It will help you design contextual, efficient chat solutions for scenarios like customer support, delivery tracking, gaming sessions, collaborative work, marketplace transactions, and more - all with performance, user experience, and cost optimization in mind. |
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I don't think you need to re-list all the use cases here as you've done so above.
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changed the intro to have less repetition
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| This guide explains the architectural decisions, technical challenges, and unique benefits of building embedded or contextual chat experiences with Ably, focusing on 1:1 and small group chats. It will help you design contextual, efficient chat solutions for scenarios like customer support, delivery tracking, gaming sessions, collaborative work, marketplace transactions, and more - all with performance, user experience, and cost optimization in mind. | ||
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| **What are embedded or contextual chats?** Any chat that serves as a companion to a specific activity or workflow: resolving a support ticket, coordinating a delivery, discussing a chess game, collaborating on a project, or facilitating a marketplace transaction. They can be 1:1 or group conversations. |
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As above. It feels a little bit like we're repeating the same thing 3 times. I'd also hope we'd be in a position with terminology that we don't need to explain what it is.
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| **What are embedded or contextual chats?** Any chat that serves as a companion to a specific activity or workflow: resolving a support ticket, coordinating a delivery, discussing a chess game, collaborating on a project, or facilitating a marketplace transaction. They can be 1:1 or group conversations. | ||
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| ## Why Ably for embedded chats? |
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Not to belabour the point (sorry), but we're switching between "contextual and embedded chats" to just "embedded chats" here, so I think we need to really nail the terminology throughout.
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went with embedded everywhere
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| Read more about push notifications with Ably in the [Push notifications](/docs/push/publish) documentation, and about [integrations](/docs/platform/integrations) for more details. | ||
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| ## AI Integrations |
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We've dropped the titles revolving around problem spaces again here, but I also feel this section could be a lot more targeted and include some code examples were these guides separate. E.g. sentiment analysis isn't something you'd use in 1:1 scenarios.
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Sentiment analysis even in 1:1 is useful but not in the sense that one of the participants sees it. It's useful for monitoring at scale: "our users are happy", or "our users are frustrated when [feature X] is mentioned".
Since this is embedded chat companies might be able to find correlations between certain sentiments and out-of-chat events, like something happening in a game, frames being dropped in a call, bugs, or when a delivery is delayed beyond a certain threshold.
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| For example, you could set up an integration that sends all messages from each chat room to an AI service for sentiment analysis, which then automatically flags detected negative customer sentiments for review, to ensure they are handled appropriately, which could increase overall customer satisfaction. Or route messages to a language model to generate contextual responses to common questions, or to pull relevant information for your agent to increase their effectiveness in handling support queries. | ||
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| ## Room reactions |
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Where is this useful? 1:1s wouldn't use it, and it isn't something you often see in small group chats as a feature.
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This is for embedded chats, so things like in-game reactions and they're common during calls (think zoom chat).
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| ## Handling network disruption |
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Should this form part of a section that includes history - so it's context and positional relevance combined. Just because we handle those things differently in a technical manner, to a customer it's all about ensuring users receive their messages essentially.
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I see the connection between the two. I moved them next to each other like in the livestream chat guide and kept the content of both unchanged. wdyt?
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| If you have participants that engage consistently, for example teams collaborating regularly on tasks or gaming communities that maintain ongoing sessions, Ably also offers a competitive MAU pricing model in addition to the traditional consumption-based model for these scenarios. | ||
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| A full breakdown of Ably's pricing can be found on the [pricing page](/pricing). |
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Links to ably.com need to be fully qualified.
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| A full breakdown of Ably's pricing can be found on the [pricing page](/pricing). | ||
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| ### Aggressive connection management |
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Is this something you'd want to do in a 1:1 or even small group chat use case? Aggressively closing connections in support chats seems really poor UX for example.
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Initially I thought I'd just drop this section, but now I think it still has value. Imagine a game. Not chess or board games, but a multiplayer game where you're a character and move around. Let's say depending on where you are you join and exit different chat rooms (perfect use case for Ably Chat) where you chat with the people that are nearby in the game. Each in-game location has a chat room, and players join and leave (attach and detach) as they move around.
Even if each room is small the whole system is big, so it's important to be careful about attachments and detachments for billing, as there will be many rooms and you don't want to keep them active for longer than they need to be or pay for messages people won't see.
I'll change the title to "Efficient connection and attachment management". If I'm looking at this wrong way, I'm happy to drop the section instead.
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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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