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Conversations — cloud contact centre

Conversations is the classic cloud contact centre. Agents handle WhatsApp, SMS, email, live chat, social and voice from one workspace, through the web interface, mobile app or API.

Conversations is the classic cloud contact centre. Agents handle WhatsApp, SMS, email, live chat, social and voice from one workspace, through the web interface, mobile app or API.

Two-way messagingThreaded conversations across channels.
Queues & routingRules to send each message to the right team.
Bots + humansAutomate FAQs and hand over to agents.
AnalyticsUtilisation, occupancy and satisfaction.
Classic productThis product belongs to the classic Customer Engagement suite. New projects should normally use Inbox in AgentOS, which provides the same capability with deeper AI and analytics integration. Existing set-ups continue to be supported — talk to us before migrating.

Key features

  • Supervisor and agent roles with granular permissions
  • Conversation history, merging and tags
  • Customer data panel linked to People
  • Templates, quick replies and internal notes
  • Mobile app for iOS and Android
  • WhatsApp Business Calling (see WhatsApp Business Calling)

Channels

WhatsApp, SMS, email, Live Chat, Messenger, Instagram, Viber, Telegram, TikTok, RCS, LINE, KakaoTalk, Apple Messages for Business, Voice and Video, Open Channel, and Facebook/Instagram posts.

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