Multichannel communication
Multichannel communication is the coordinated management of several contact channels, such as WhatsApp, email, SMS, Telegram, Instagram and website chat, from a single strategy and ideally a single platform. The goal is to reach each customer on the channel they actually use, keeping content consistent and a single view of the contact regardless of the entry point.
The operating model involves a central address book with contact details and consents per channel, and selection rules: WhatsApp for dialogue and conversion, email for long content and documents, SMS as a high-coverage fallback, social DMs for those arriving from your profiles. Multichannel platforms unify the inbox: conversations with the same customer on different channels stay tied to the same record, avoiding duplicate or contradictory replies.
Metrics drive the mix: read and reply rates per channel, cost per message and per conversion, preferences declared by users. Each channel's rules remain its own, like templates and the 24-hour window on WhatsApp or per-channel consents for GDPR purposes, so the multichannel strategy is also a map of constraints. In automated sequences, multichannel enables fallbacks: if the WhatsApp message isn't delivered, the email or SMS goes out.
SendApp connects multiple channels to the same AI agent and the same inbox, including WhatsApp, Telegram, Instagram, email, SMS and the website widget, with a unified contact history.
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