Omnichannel Messaging
Connect with customers across multiple messaging channels from a single unified platform. Manage SMS, WhatsApp, Facebook Messenger, and website LiveChat all in one place.
What is Unified Messaging?
Unified Messaging brings all customer communication channels into your Cloud-PBX system:
Supported Channels:
- SMS: Text messaging to mobile phones
- WhatsApp Business: WhatsApp messaging with business features
- Facebook Messenger: Facebook page messaging
- LiveChat: Website chat widget for real-time support
Key Benefits:
- Single Interface: All channels in one platform
- Queue Integration: Messages routed to call center queues
- Agent Management: Same agents handle calls and messages
- Unified History: Complete conversation history across channels
- Automation: Auto-responses, chatbots, message campaigns
- Analytics: Comprehensive reporting across all channels
Messaging Channels
SMS
Text messaging with authentication and settings
WhatsApp Business
WhatsApp integration with business API
Facebook Messenger
Connect Facebook pages for messaging
LiveChat
Website chat widget with customization
Configuration & Management
Message Queues
Route messages to agents and teams
Message Campaigns
Bulk messaging and automated campaigns
Use Cases
Customer Support:
- Customers message via their preferred channel
- All messages arrive in unified agent interface
- Agents respond from single platform
- Full conversation history maintained
- Automatic routing to appropriate team
Sales & Marketing:
- SMS campaigns for promotions
- WhatsApp product catalogs
- Facebook Messenger for lead generation
- LiveChat for website visitors
- Automated follow-up sequences
Notifications & Alerts:
- Appointment reminders via SMS
- Order confirmations via WhatsApp
- Shipping updates across channels
- Payment reminders
- Customer satisfaction surveys
Getting Started
Quick Start Guide
Follow these steps to enable messaging on your Cloud-PBX:
- Choose Channels: Decide which messaging channels to enable (SMS, WhatsApp, Facebook, LiveChat)
- Authentication: Connect each channel with provider authentication
- Configure Settings: Set up phone numbers, business profiles, and preferences
- Create Queues: Route messages to appropriate teams/agents
- Train Agents: Familiarize team with unified messaging interface
- Launch: Start receiving and responding to messages
- Monitor & Optimize: Review analytics and improve workflows
Channel Comparison
| Feature | SMS | LiveChat | ||
|---|---|---|---|---|
| Reach | Mobile phones | WhatsApp users | Facebook users | Website visitors |
| Rich Media | Limited | Yes | Yes | Yes |
| File Sharing | No | Yes | Yes | Yes |
| Read Receipts | No | Yes | Yes | Yes |
| Typing Indicators | No | Yes | Yes | Yes |
| Catalog/Products | No | Yes | Limited | No |
| Business Profile | No | Yes | Yes | Custom |
| Cost | Per message | Free (after setup) | Free | Free |
| Best For | Notifications | Customer support | Social engagement | Website leads |
Requirements
Technical Requirements:
- Cloud-PBX system active
- Internet connectivity
- Valid phone number(s) for SMS
- Business verification (WhatsApp, Facebook)
- Website access (LiveChat)
Provider Accounts:
- SMS: SMS provider account (e.g., Twilio, Vonage)
- WhatsApp: WhatsApp Business API access
- Facebook: Facebook page with admin access
- LiveChat: None (built-in feature)
Compliance:
- TCPA Compliance (US): Obtain consent for SMS
- GDPR (EU): Data privacy and consent management
- CASL (Canada): Anti-spam legislation compliance
- Platform Policies: Follow each platform's messaging policies
Best Practices
Response Times
- LiveChat: Respond within 1-2 minutes (real-time expectation)
- WhatsApp/Facebook: Within 1 hour during business hours
- SMS: Within 2-4 hours or as promised
Message Quality
- Professional but conversational tone
- Proper spelling and grammar
- Personalize messages (use customer name)
- Clear and concise responses
- Use rich media when appropriate
Compliance
- Obtain explicit consent before messaging
- Provide opt-out instructions (e.g., "Reply STOP to unsubscribe")
- Honor opt-out requests immediately
- Don't send during quiet hours (before 8 AM or after 9 PM local time)
- Keep records of consent and opt-outs
Automation
- Use chatbots for common questions
- Auto-responses for after-hours
- Automated confirmations and receipts
- Escalate complex issues to humans
- Monitor automation quality
Unified Agent Experience
Agent Interface:
- Single inbox for all channels
- Color-coded by channel (SMS = green, WhatsApp = teal, Facebook = blue, LiveChat = purple)
- Unified conversation view
- Quick replies and templates
- File/image sharing
- Customer information panel
- Conversation history
Agent Features:
- Multi-channel concurrent conversations
- Transfer between agents
- Supervisor monitoring
- Canned responses
- Internal notes
- Customer tags and labels
- SLA tracking
Queue Management:
- Automatic distribution to available agents
- Priority routing (VIP customers)
- Skill-based routing
- Overflow to backup agents
- After-hours auto-responses
Analytics & Reporting
Key Metrics:
- Message volume by channel
- Response times (first response, average)
- Resolution times
- Customer satisfaction scores
- Agent performance metrics
- Peak hours and patterns
- Conversion rates
Reports:
- Daily/weekly/monthly summaries
- Per-channel analytics
- Agent performance reports
- Customer interaction history
- Campaign effectiveness
- ROI analysis