https://element.io/blog/element-launches-chatterbox/

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Element launches Chatterbox!

July 07, 2022
EMS

Say hello to Matrix-based end-to-end encrypted embedded chat!

 

It's a surprise to most people that the majority of embedded chat is
not end-to-end encrypted (E2EE).

And that's perfectly understandable. You'd automatically think that a
healthcare insurance firm would provide its customers with E2EE
webchat. Or that when you're in your bank's app, the live chat would
be E2EE. But it's generally not the case.

Test it out now - open your banking or healthcare app and ask if the
live chat is end-to end encrypted. Chances are it'll be a long wait
for a reply, followed by a discreet 'no' and references to HTTPS and
SSL.

So.... We're outrageously pleased to launch Chatterbox, an embedded
chat built on Matrix! It gives companies and public sector
organisations a super easy way to upgrade their security, by simply
switching to end-to-end encrypted live chat within their websites and
apps.

 

via GIPHY

Inspired by Germany's healthcare system

As is so often the case, necessity was the mother of invention.

The entire German healthcare system is adopting its own messaging
standard (TI-Messenger), to help protect healthcare information by
keeping it both data sovereign and E2EE. The TI-Messenger standard is
Matrix-based, and will be used by more than 150,000 healthcare
organisations across Germany to support its 83M citizens. All of
which means that Germany's local doctors, clinics, hospitals and
insurance companies will need to add TI-Messenger compliant messaging
and VoIP to their existing websites and apps.

That scenario set us thinking about how Matrix-based embedded chat
can act as a 'rising tide' to improve secure communication between
companies and their customers.

Element already has a large number of companies in sectors such as
private banking that give their own customers an Element account, but
Matrix-based embedded chat enables that level of security on a far
larger scale.

And for the hundreds of security-conscious organisations that already
use Element for collaboration and messaging, Chatterbox is a
beautiful complement - extending the benefit of end-to-end encryption
to their customers and prospects by using Matrix-based chat in their
websites and apps.

Why use Chatterbox?

The big differentiator for Chatterbox as an embedded chat, is that
it's end-to-end encrypted.

If your live chat use case is better served by end-to-end encryption
- from banking or healthcare, to counselling services or technical
support - then Chatterbox is an ideal solution.

[Chatterbox]Chatterbox is a Matrix-based embedded chat for a website
or app. It's fully hosted so you can embed it within minutes!

It doesn't feel any different for customers and prospects - there's
no need for them to register or create an account just because it's
E2EE, and it still supports persistent messaging. And from the
company's side of things, there's an array of options around
automation, query routing, workflow and productivity to ensure
excellent customer service.

Chatterbox can be deployed on-premise, or is available as a hosted
solution. Either way the company owns and manages all its customer
conversations (meaning the company retains its data sovereignty),
making compliance crystal clear and very straight forward.

Chatterbox is just as quick and easy to deploy as a standard embedded
chat, despite being E2EE. That's because it's built on the Matrix
open standard, and the Hydrogen open source SDK, so all the
painstaking work of creating an E2EE stack is already done.
Chatterbox is open sourced under the Apache License too, so you can
check yourself that it will not bring any nasties to your websites or
apps and tweak as needed: check out the code on Github! Those with
existing web and in-app chat can upgrade to E2EE with little more
than a few clicks, by choosing our fully-managed hosted version which
provides a few extra bells and whistles to help manage the routing of
conversations for agents.

And finally, being Matrix-based, Chatterbox is interoperable with any
other Matrix-based app. So it's not just conversations with customers
and prospects via websites and apps that are E2EE, but subsequent
internal discussion too if Chatterbox connects to Element or another
Matrix-based platform.

And the price?

Pricing is competitive. The cost of Element is from $3 per monthly
active user (MAU), if you don't have it yet. Chatterbox is then an
additional $0.80 per external user (again, on a MAU basis).

[Group-7598]

Got a question?

Not a problem! You can download our info sheet or contact our sales
team here.

[Steve-Loyn]Steve Loynes

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