Messaging channels

Text, email, voice, and the records that keep a conversation together.

Customers reach out through several channels. The work can bring the relevant paths together so the conversation remains legible rather than scattered across tools.

The channels

• SMS and WhatsApp for quick, personal back-and-forth.
• Email for the longer threads and the paper trail.
• Voice, answered by the appropriate person or agent according to the agreed handoff.

One conversation

A customer who texts today and calls tomorrow is still one person. The system should preserve the context needed for the next conversation.