Omnichannel conversations
Turn every channel into a conversation your team can manage.
Voz360 creates customer service conversations, or tickets, from email, SMS, social media, real-time messengers and your self-service portal. Give each request an owner, keep the context and move the work through the same service process.
Keep the source. Structure the work.
- Form
- Enquiry details
- Next action
- Route to the service team
THE WORKFLOW, EXPLAINED
What is omnichannel conversation management?
Omnichannel conversation management brings requests from email, SMS, social media, real-time messengers, live chat and a web portal into a shared service process. Voz360 creates conversations your team can route, structure, collaborate on and connect to the customer's wider history.
INSIDE THIS CAPABILITY
Understand what the team can do, and how it connects.
Omnichannel conversations
Receive the request where the customer starts it
A customer should be able to contact your team through the channel they already use. Voz360 brings those requests into a conversation workspace so your agents can work from the message and its service context.
Email and SMS create conversations for your service team.
Social channels include Facebook, Instagram, X (Twitter), Threads and other connected channels.
Real-time messaging includes Facebook Messenger, Instagram messaging, WhatsApp and Telegram.
Website live chat and the web self-service portal provide direct routes to your support team.
Omnichannel conversations
Give every conversation an owner and a next action
Receiving a message is the beginning of the workflow. Assign the conversation, capture the required details and use routing or workflow rules to decide what should happen next. Transfers and collaboration let another team take part without discarding the earlier work.
Route conversations using rules and AI-based conversation routing.
Transfer work to the team responsible for the next action.
Add private notes and collaborate before replying to the customer.
Keep the end-to-end history of the conversation as it moves through teams.
Omnichannel conversations
Connect the message to the customer behind it
Open Customer360 to see the customer's conversations alongside calls, live chat, voicemail, CSAT and forms. The message in front of the agent becomes part of a broader customer story, rather than the only interaction they can see.
Review earlier conversations and contact activity.
Consult submitted forms and customer feedback.
Use customer history when drafting a reply or choosing a follow-up.
Apply the same quality review approach to conversations and chat.
FOLLOW THE WORK / ILLUSTRATIVE SCENARIO
From a social enquiry to a useful answer
A customer asks a product question on Instagram and later follows up through WhatsApp. The agent needs to understand the earlier contact before continuing.
- 01
Connect
Configure the business channel account and provider requirements.
- 02
Capture
Create the incoming conversation and record its source.
- 03
Handle
Use forms, notes and routing to coordinate the response.
- 04
Continue
Review Customer360 when the customer gets back in touch.
QUESTIONS & ANSWERS
What else should your team know?
Explore the details behind omnichannel conversations.
Which channels does Voz360 support?
Voz360 supports conversations from email, SMS, social media including Facebook, Instagram, X and Threads, real-time messaging through Facebook, Instagram, WhatsApp and Telegram, website live chat and a web self-service portal. Connected accounts and provider requirements apply to each channel.
Are conversations the same as tickets?
In Voz360, a conversation is the customer service work item, or ticket, created from an incoming source. Your team can assign, enrich, transfer, collaborate on and review it through its end-to-end history.
MAKE THE EVALUATION SPECIFIC
See your channels become manageable conversations.
Choose two digital channels and a request that needs an internal handoff.