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Channels

Nine channels, one inbox, each with its own rules

Every channel arrives in the same inbox and the same router. The rules that differ between them, such as messaging windows, opt-in and sender IDs, are enforced by the platform, so agents do not have to remember them.

What each channel can do

  • Voice

    Inbound
    Calls to your numbers, through IVRs and queues to agents' browser softphones.
    Outbound
    Dialler campaigns, click-to-call, callbacks and speed-to-lead.
    Rules the platform enforces
    Caller ID only from your own verified numbers; consent, do-not-call lists and local calling hours on every outbound call.

  • Web chat

    Inbound
    The chat widget on your website, from anonymous or signed-in visitors, with attachments.
    Outbound
    Replies, and an optional call-me-back button.
    Rules the platform enforces
    Only your allowed websites can use the widget; attachments are checked for type and size, and malware scanning is planned.

  • WhatsApp

    Inbound
    Messages and media to your WhatsApp Business number.
    Outbound
    Free text inside the 24-hour window; approved templates outside it; broadcasts.
    Rules the platform enforces
    Opt-in per purpose; the window and templates checked before each send. See WhatsApp.

  • E-mail

    Inbound
    Forwarding, a receiving address or a mailbox connection, threaded by message headers.
    Outbound
    Replies from the thread's mailbox on your verified domain.
    Rules the platform enforces
    SPF, DKIM and DMARC checked before sending; bounced addresses suppressed; automatic mail not routed.

  • SMS

    Inbound
    Replies and delivery receipts.
    Outbound
    Messages counted by segment as the agent types.
    Rules the platform enforces
    STOP, START and HELP honoured across your account; sender-ID rules per country; spend limits per account.

  • Facebook Messenger

    Inbound
    Messages to your Facebook Page.
    Outbound
    Replies inside the 24-hour window, then by a person for up to 7 days where Meta allows it.
    Rules the platform enforces
    The window and Meta's human-agent tag checked before each send.

  • Instagram Direct

    Inbound
    Direct messages to your professional account.
    Outbound
    Replies inside the 24-hour window, then by a person for up to 7 days where Meta allows it.
    Rules the platform enforces
    The same checks as Messenger.

  • Telegram

    Inbound
    Messages to your bot, or to your account through a Telegram Business connection.
    Outbound
    Replies once the customer has started the conversation.
    Rules the platform enforces
    Never before /start or after a block; Business connections only with the right to reply.

  • Viber

    Inbound
    Messages to your Viber bot.
    Outbound
    Replies to subscribers inside the free session.
    Rules the platform enforces
    Messages outside the free session are refused, so nothing is billed by surprise.

Questions about channels

Are all channels in one inbox?

Yes. Every channel is routed by the same router to the same agents, and a customer is one contact across channels.

How are channels charged?

Seats include e-mail, web chat and social messaging. Calls, WhatsApp, SMS and AI are paid as used; see pricing.

Can we use our own WhatsApp, Messenger or Telegram accounts?

Yes. You connect your own accounts and bots; the database keeps only a reference to their credentials, never the values.

See your channels side by side

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