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01
Voice
Inbound and outbound calls handled inside the platform, with the outcome recorded against the customer rather than in a separate call log.
Channels
Each channel below connects to the same authorized customer record. That is the difference between a communication platform and a stack of separate inboxes.
02
SMS
Compliant messaging for reminders, confirmations and two-way conversations, run from the same record as everything else.
03WhatsApp
Messaging on the channel many customers actually prefer, still landing on the same customer history.
04Email
Campaigns, sequences and one-to-one correspondence in one place, so a reply is not stranded in a personal inbox.
05
Video sessions
Multi-participant video with live transcription, where Megan can take part as a session participant.
06
Shared inbox
A single queue for the team, so more than one person can handle conversations without anyone losing the thread.
07
Communication history
Every call, message and email on one timeline attached to the customer, which is what makes the next conversation informed.
08
Channel automation
Automated sequences and routing that respond to what the customer does, across whichever channel they use.
Why one record changes the conversation
When channels are separate, the customer repeats themselves every time they switch, and the business loses the thread every time a different person picks it up. A support call cannot see that a proposal is already open. A sales email cannot see that the customer called about an issue yesterday.
Because these channels share a record here, the history travels with the conversation. The value is not the number of channels. It is that they know about each other.
Contact Center
Contact center capability builds on the same foundation. Customer engagement runs on the channels above, with intelligent assistance able to take the first part of an interaction and pass a person the context they need to finish it.
01
Inbound handling
Incoming calls and messages are received, identified and routed rather than dropped into a general queue.
02
Intelligent assistance
Megan can handle the first part of an interaction, gather what is needed and pass the rest to a person with the context already attached.
03
Routing
Interactions reach the right person based on what the enquiry is about and who is available to take it.
04
Interaction management
Open conversations, waiting customers and outstanding replies stay visible so nothing quietly goes unanswered.
05
Contact center workflows
The same workflows that run elsewhere in the platform run on contact center activity, so a resolved call can trigger a follow-up without manual steps.
Supported telephony and messaging
Programmable voice, SMS, WhatsApp and email capability is delivered through supported provider integrations. Available channels, numbers, sender registration and regional coverage depend on the providers connected to your account, and are confirmed during onboarding rather than assumed.
Where a capability depends on a provider's approval, such as message sender registration, it is described here as subject to that approval rather than as already active.
For the technical classifications behind these capabilities, see Platform Capabilities.
Last updated: October 9, 2026
