Omnichannel Conversations
Voice, email, SMS, WhatsApp, and chat unified into one conversation history per lead — with cross-channel memory, automated sequences, and multilingual brand voice.
One timeline per lead across every channel
No more context loss
Faster follow-up increases contact rate
Unified inbox
Consistent brand voice in en / es / pt
Shared memory per lead
Automated nurture without losing the human touch
Sequence + inbox together
What's included
- Five channels in one inbox — voice calls, email, SMS, WhatsApp, and web chat with unified conversation timeline
- Cross-channel conversation memory — every interaction is remembered per lead, building relationship profiles over time
- Automated multi-touch sequences — orchestrate follow-ups across channels based on engagement, intent, and segment
- Channel-aware routing — leads are directed to the right channel and agent based on preferences and campaign rules
- Multilingual brand voice — consistent messaging in English, Spanish, and Portuguese across all channels
- AI-powered message composition — context-aware replies that reference previous conversations and lead history
- Real-time delivery tracking — open rates, click tracking, bounce handling, and reputation management per channel
- Template library — pre-approved message templates for SMS, WhatsApp, and email with dynamic personalization
- findOrCreateLead on inbound — every message links to the correct CRM record automatically
- Supervisor visibility into response times, queue depth, and agent workload across channels
- Campaign integration — journey replies route back into active sequences with branch logic
- Consent and opt-out tracking per lead across SMS, WhatsApp, and email channels
- Embeddable AI chat widget — same knowledge-base-grounded agent brain as voice, on any website with one snippet (WordPress, Shopify, custom HTML)
- Export and audit trail for compliance reviews and QBR reporting
How it works
1
Capture
Messages arrive across voice, email, SMS, WhatsApp, and chat — automatically linked to the right lead via findOrCreateLead.
2
Unify
One timeline per lead keeps full conversation history and cross-channel memory — agents and AI never start cold.
3
Automate
Multi-touch sequences orchestrate follow-ups based on engagement, intent, segment, and channel preferences.
4
Respond
AI-assisted composition and templates speed replies while maintaining brand voice in EN/ES/PT.
5
Measure
Track delivery, engagement, response speed, and conversion attribution across every channel.
Go deeper
Related use cases
Related guides
FAQ
Does omnichannel replace my email inbox?
It unifies revenue conversations tied to leads — voice, SMS, WhatsApp, chat, and email — not internal company mail or personal inboxes.
Can I see WhatsApp and SMS together?
Yes — one timeline per lead across every connected channel with full conversation history and cross-channel memory.
Does the system remember prior conversations?
Yes — cross-channel memory builds a relationship profile so agents and AI reference prior touches instead of starting cold.
Can I automate follow-up sequences?
Yes — multi-touch sequences across channels based on engagement, intent, and segment, integrated with Campaigns Hub.
Is multilingual messaging supported?
Yes — consistent brand voice in English, Spanish, and Portuguese across channels with locale-aware templates.
How are inbound messages linked to leads?
findOrCreateLead matches email, phone, and channel identifiers — every message lands on the correct CRM timeline.
Can clients access the inbox through the portal?
Yes — entitled portal roles see the omnichannel inbox scoped to their tenant with RBAC tab gates.
Are opt-outs tracked across channels?
Yes — consent and opt-out state per lead is respected across SMS, WhatsApp, and email before any automated send.
Is the website chat widget the same AI as voice?
Yes — one tenant knowledge base powers voice agents, inbox replies, the embeddable chat widget, and Social Growth Engine captions — consistent answers across every channel.