Multi-Modal Playbooks
Modern customer service requires flexibility in how and where conversations take place. Customers may start on one channel but need to continue on another, or benefit from multiple channels working together during a single interaction.
Multi-modal capabilities enable seamless transitions and augmentations across messaging channels—allowing you to meet customers where they are while maintaining conversation continuity. Whether you need to send a customer a visual reference during a phone call, move a web chat conversation to SMS so they can continue on the go, or transition from an AI-powered voice call to a human agent on messaging, these capabilities ensure a smooth customer experience.
Below you'll find playbooks for common multi-modal scenarios that will help you design customer journeys that leverage the right channel at the right time.
If your tenant does not have some of the capabilities outlined below, please reach out to your account manager for help getting started.
Learn how to move a conversation from web chat to messaging without losing conversation context.
Learn how to message with a customer during a voice conversation. Requires AI Agents
Updated 2 days ago