Digital business communication has quickly become the norm, and there seems to be no limit to all the different ways that customers can reach out to ask a question, solve a problem, register a complaint, and tell you how much they love your business. Dialpad Digital Engagement simultaneously connects you and your clients throughout all of your channels, making sure you don’t miss any @ mentions or shoutouts.
Let's take a look at what you can do via each of our supported channels.
We'll give you a hint, each channel delivers always-on self-service automation and live agent engagement with your customers.
Who can use this feature?
Contact Center users with a Digital Engagement license.
Learn more about channel setup and management here.
The Dialpad WhatsApp integration allows you to easily automate answers to common questions, FAQ responses, even complex workflows for your customers through their WhatsApp client. When a customer session requires agent assistance, route to the right agent for live support with your Dialpad Digital Engagement agent. Emoji, images, file sharing, and even location are all available at your fingertips when communicating with your customers.
Automatically analyze and route Facebook requests to the appropriate agent for live, realtime engagement. Your Dialpad Digital Engagement agents can respond to customers over the public page, posts, and comments or escalate to a private conversation through Facebook Messenger. Use automation to direct customers to common answers or escalation options, and go beyond text interactions by inserting rich media content when communicating with your prospects.
The Dialpad Messenger integration automates answers to common questions through their Messenger client, with self-service automation. When a customer session requires agent assistance, route to the right agent for live support. Just like our other channels; emoji, images, file sharing, and even location, are all available at your fingertips.
Dialpad's Instagram integration boasts self-service automation and live-agent engagement options for your customers via Instagram posts and comments, as well as Instagram direct messages. Instagram interactions are analyzed and routed to your Dialpad Digital Engagement agents where they can respond publicly, or shift into a private direct message conversation. Use automation to direct Instagram inquiries to common answers and insert cheerful emojis and images into your communication.
The Dialpad Twitter integration delivers 24/7 live, or automated, engagement with your customers over Twitter feed posts and comments, as well as via Twitter direct messages. Tweets and comments are instantly analyzed and then routed to your Dialpad Digital Engagement agents who can respond directly or shift to a private conversation through Twitter direct messages. Go beyond automation (although those are possible too!) and enhance your text interactions with emojis and images.
The Dialpad SMS channel enables your business to notify and respond to customer requests through standard SMS messages. Customers can get automated responses, answers to questions, and interact with agents for help or assistance at any time. The SMS channel supports text, emoji, links, and in some cases, even files and images.