Omnichannel messaging overview

Omnichannel Messaging brings digital conversations — SMS, WhatsApp, Live Chat, Facebook Messenger, and Telegram — into the same agent console your team already uses for calls. Customers pick the channel; you handle them all in one place.

Channels supported

• SMS — two-way SMS on your existing business numbers.
• WhatsApp Business — official WhatsApp Business API integration.
• Live Chat — embeddable widget for your website.
• Facebook Messenger — DMs from your Facebook business page.
• Telegram — your business Telegram bot.

How it works

• Unified inbox. Every channel feeds into the same agent view.
• Routing rules. Send messages to a specific team, an individual, or a round-robin pool based on channel, keywords, or business hours.
• Conversation history. A customer's chat history follows them across channels.
• Quick replies and templates. Approved snippets to keep responses fast and on-brand.
• Reporting. Volume, response time, and resolution time per channel and per agent.