Hi Danish,
Thanks for explaining your question very well, the diagram is very useful.
Just to understand your deployment - Is this a standalone SocialMiner, or is this SocialMiner deployed as part of the Unified CCX solution?
The current agent interface for chat in SocialMiner is built as an OpenSocial gadget that can be embedded into any OpenSocial gadget container (such as Apache Shindig) outside of SocialMiner UI itself.
The agent chat gadget connects to the XMPP server inside SocialMiner server (using a protocol called BOSH) and sends/receives chat messages via this channel using standard XMPP messages. Along with this, it also handles several actions related to contact state changes, failure scenarios, etc.
Coming to XMPP notifications - these notifications are just to indicate the event that a new chat request has been submitted by a customer into a chat feed (as part of a campaign). It indicates details and metadata about the incoming chat request, and a link to go back to SocialMiner UI to accept the chat request and connect to the customer. The chat media flow (messages) does not follow this path.
In theory, it might be possible to program an XMPP client to behave as the agent-side chat interface. However, in addition to this, things like contact state management etc. also have to be handled by that (and considerations such as authentication etc. need to be taken care of).
Unfortunately, we have not explored the possibility of exposing and documenting agent-side chat interfaces for 3rd-party developers so far, keeping all the above considerations and complexities in mind. Only the customer-side chat interfaces are made available as a clean set of REST APIs that can be used to integrate 3rd-party apps/services with SocialMiner.
