Multi-Channel Support

Multi-channel support means answering customers wherever they reach out — chat widget, WhatsApp, email, social messaging apps, phone — from one unified system that shares context across channels, rather than separate tools per channel.

Why shared context matters

Without multi-channel support, a customer who starts on WhatsApp and follows up on chat has to repeat themselves, and a support team has to check multiple inboxes. With it, an AI agent draws on the same knowledge base and conversation history regardless of channel, and escalation rules apply consistently everywhere.

Common channels

Typical channels include a website chat widget, WhatsApp, Instagram and Messenger, Slack, phone and SMS, a hosted agent chat page, and a branded self-serve help center.