Omnichannel Messaging

Omnichannel enables businesses to meet and converse with buyers across SMS, MMS, Facebook, WhatsApp, and LINE. You have continuing, personalized seamless conversations, regardless of the channel.

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Why You Need Omnichannel Messaging

Your audience expects a personalized experience. That’s what Omnichannel messaging helps you do

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How Does Omnichannel Messaging Work?

It’s simple. Like it should be. You see all messaging interactions as a single, continuing conversation,
blending all message types. Which means you can quickly respond with relevant information.

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Customer sends a message to customer support.

The request is sent via Facebook.
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Converse creates a case and confirms with them.
Profiling questions follow to identify their issue before a rep handles the case.
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customer may switch between two different messaging channels during the engagement lifecycle.

Your reps see every message and respond using the most recent channel.

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Resulting in faster resolution of customer queries and no hold time.

Key Features

Routing Rules
Routing Rules

Easily match your current routing rules. Or create new rules just for your messaging needs.

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Blended Messaging
Blended Messaging

Reps and users see a single, continuing conversation, blending messages from SMS, MMS, Facebook, WhatsApp, and LINE.

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360˚ Conversation History
360˚ Conversation History

See a complete history of all messaging conversations, including all messages from standard and custom Salesforce objects.

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Comprehensive Analytics
Comprehensive Analytics

Measure your messaging ROI, delivery rates, rep productivity and more with out-of-the-box, real-time dashboards.

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Start Messaging with SMS-Magic!