Omnichannel customer engagement
One customer, one conversation, every channel.
WhatsApp, email, mobile push, SMS and RCS, in-app and web — with one profile, one consent record, one frequency model, and an agent choosing the channel per person instead of the campaign.
The problem
"Multichannel" usually means several disconnected channels
Adding channels to a campaign tool does not make engagement coherent. Each channel keeps its own audience, its own opt-out, its own send logic. A customer unsubscribes from email and still gets three pushes. Two teams each send "just one" WhatsApp on the same morning. Nobody sees the full message history in one place.
Omnichannel is not a list of integrations. It is one profile that every channel reads from and writes to.
The approach
Shared everything, channel chosen per person
The agent picks the channel
Per customer, based on where they actually respond, subject to consent and cost — not pinned by the campaign.
One consent & suppression record
Opt out on email and the agent stops choosing email. Suppression applies everywhere at once.
Frequency across all channels
Caps are per person across every channel, so no combination of teams can over-message someone.
Author once, render per channel
Content adapts to each channel’s format and limits instead of being rebuilt tool by tool.
Channels
Every channel your customers use
WhatsApp
Business Platform: templates, quality management, interactive and commerce messages, two-way replies routed back into journeys.
Email & SMS/RCS
Deliverability engineered in — authentication, warmup, feedback loops — plus global SMS routing with automatic RCS upgrade.
Mobile & web push
Rich and silent push across iOS and Android, and permission-aware web push that shares suppression and capping.
In-app & on-site
Modals, banners, surveys and content targeting driven by the same profile and coordinated with outbound sends.
Architecture
Marketing and transactional on the same rails
Order confirmations, OTPs and shipping updates share the delivery layer with campaigns, each with its own consent category and routing priority — so the customer’s full history is on one profile and frequency logic can see all of it.
Bring your own WhatsApp BSP, ESP or SMS provider and keep your numbers and rates, or use ours.
FAQ
Questions teams ask
Can we bring our own providers?
Yes — your WhatsApp BSP, email infrastructure (dedicated IPs included) and SMS aggregator all connect, or you can use ours at pass-through cost.
Is there a separate transactional product?
No. Transactional and marketing messages run through the same delivery layer with separate consent categories and priority.
How does channel selection actually work?
The agent learns each person’s responsiveness by channel and picks the one most likely to achieve the goal, within consent, cost and frequency limits — with fallback when a channel is unavailable.
See it decide on your data.
A short working session on your customers, your channels and one outcome you want to move. No slideware.