Messaging Channels

The Messaging channels feature allows you to manage all text-based communication, including:
• Agent-to-Lead Messaging: Manually send and receive messages between agents and leads.
• Dialer-to-Lead Messaging: Automate message sending based on campaign rules / IVR flows.

Messaging Route Types

1. Transactional SMS – Perfect for sending notifications, reminders, alerts, or any other messages triggered by user actions.

2. Two Way SMS – Enables interactive communication, allowing both sending and receiving messages.

3. WhatsApp Business – Supports two-way communication directly within the WhatsApp platform.

Events & Templates

All messaging channels support events that include predefined text templates with placeholders for personalization based on lead details.

You can configure the following settings:

• Sender ID: This is the number or name your audience will see as the sender.
• Agent Usage Rules: Specify whether agents are allowed to trigger events while on a call with a lead and establish limits on the number of events that can be triggered during each call.
• Sending Hours: Set the times for message delivery based on the lead's country.

Event Usage

Messaging channel events can be used in several scenarios, including:

• During live calls, agents can send real-time notifications to leads based on specific events, customizing the message content as needed
• Within automated campaign rules
• As part of Interactive Voice Response (IVR) flows
• In the Dialer Messaging Inbox.

Please check the following pages to get an overview of the messaging channels feature and learn how to use it: