Customer Communication Providers — Integration

Overview

Connect providers that receive customer messages, carry Agent Desk replies, return delivery state, deliver notifications, and expose governed communication channels such as email, SMS, WhatsApp, voice, in-app, and push.

Capabilities

• Customer message ingress into case conversations

• Customer reply transport selected by case communication policy and conversation ownership

• Delivery/read/failure status updates

• Customer and staff notification delivery through configured providers

• Channel capabilities for email, SMS, WhatsApp, voice, in-app, and push

1. 1

   Step 1

   Register or discover a provider and its communication capabilities.

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2. 2

   Step 2

   Create the inbound/outbound connection and select the supported capability roles.

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3. 3

   Step 3

   Configure case communication policy and channel routing for the relevant sources.

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4. 4

   Step 4

   Send and receive a test conversation and verify message, recipient, and delivery state.

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Limitations

• Customer-visible replies and staff-only internal notes remain separate records with separate visibility rules.

• Transport ownership is stored with the conversation/case policy so replies return through the configured owning connection.

FAQs

Pricing