MESSAGING

Follow-up that remembers.

Continue from calls into SMS and web chat without losing customer context, intent or the next promised action.

SHARED CONVERSATIONSMS · WEB
CUSTOMER JOURNEY

Property enquiry · Nisha Kapoor

01

Voice call qualifiedBudget and location captured

Done
02

SMS confirmationViewing details and directions

Sent
03

Web chat continuedReschedule request recognised

Live
1 customerAcross every channel
2-waySMS conversations
InstantConfirmations and updates
CompleteInteraction history

CONNECTED BY DESIGN

A conversation should not restart with every channel.

Frontdesk keeps identity, intent and prior actions available so each new message begins with useful context.

⌁

Shared context

Calls, texts and web conversations contribute to one customer timeline.

✓

Action confirmations

Send bookings, links, reminders and reference numbers from the workflow that created them.

⇄

Team handoff

Route the thread with context when a human response is the better next step.

“The channel can change. The customer journey should not.”